| Sympathy
- Empathy - Moderation - Mediation
Sympathy - Feeling togetherness,
closeness to other person
Empathy - Ability to (almost)
feel the emotions of the other person (German: Einfühlung)
Compassion - Feeling sorry
for other person, wish to help
In different societies,
how important are these different concepts?
From the ability to see the
other's person point of view can be developed a lot of practical
behaviours, for instance:
a) a better service offer
/ tourism product for customers from different cultures, but also
b) an ability to lead conflict
management
Moderation - Conciliation
- Mediation
Moderation - Leading a discussion process
Moderator - can be neutral person, not necessarily competent
in the topic
Used for non-escalated discussions
Result-orientation:
Acceptable for all participants
Short-term
Conciliation - Leading a discussion
process back to consensus building
Conciliator - must
be neutral person, competent in deescalation, not in the topic
Used for partly-escalated discussions
Result-orientation:
Restarting discussion process
Medium-term
Mediation - Leading a consensus-finding
process
Mediator - must be a neutral person, both competent
in deescalation and the topic
Used for escalated discussions
Result-orientation: Leading a process towards a win-win situation
Long-term
Example Mediation: http://www.eucon-institut.de/index.html
"Mediation is a modern, cooperative method of conflict resolution in
which a neutral third person, called the mediator, supports the parties in
settling their dispute.
The mediation procedure is a flexible and confidential out-of-court method in
which the adversarial parties jointly work out an agreement in professionally
managed and structured negotiations.
The essential difference from court
litigation lies in the fact that the parties themselves actively and on their
own cooperate in finding a solution to their dispute that accords with their
interests. The power to decide on continuing the mediation procedure and its
outcome remains with the parties at all times. The mediator in this context is
neither a judge nor an arbitrator but a broker brought in by both sides to guide
them, on the basis of his/her training and experience, through the procedure
without coercion. With professional competence and appropriate methods the
mediator provides the parties with support in defining their interests and
jointly developing problem solutions oriented towards the future.
As a flexible and adaptive procedure, a rigid procedural route is
alien to mediation. Its classic structure makes it possible to distinguish five
phases.
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Phase 1
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begins when the mediator opens negotiations by
explaining the salient points of the procedure. Mediation rules are discussed
and documented. |
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Phase 2
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Here the parties present their perspectives on the conflict
from a summary of which the mediator develops joint agreement on the
items to be taken up. |
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Phase 3
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Next rigid positions are left behind and the concrete interests
behind them are uncovered. Bringing the parties' motives into the open
intensifies mutual understanding. |
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Phase 4
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comprises development of a solution. The parties jointly
work out and evaluate different possible solutions. The objective is to find a
win-win solution that all parties can benefit from. |
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Phase 5
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After agreement about a mutually acceptable solution mediation is concluded
in Phase 5 by the precise definition of that agreement and,
where relevant, its legal formulation. |
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Example conflict
between interests of anglers (hobby fishermen) and interest
of nature protection:
- Moderation of
discussion
- Conciliation of problems
- Mediation
of conflict
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