Resolution Systems InstituteResolution Systems InstituteMenuDonate
  • Home
  • About
    • Overview
    • Mission
    • People
    • History
    • Awards
    • Careers
    • Support RSI
  • Services
    • Program Administration
    • Program Design
    • Research and Evaluation
  • Our Impact
    • Child Protection Mediation
    • Evaluation of a Child Protection Mediation Program
    • Eviction Mediation
    • Foreclosure Mediation
  • Resource Center
    • Overview
    • Court ADR Basics
    • Guide to Program Success
    • Mediation Efficacy Studies
    • Model Surveys
    • The OPEN Project: ODR Party Engagement
    • Peer Review Tools
    • Special Topics
  • Publications
  • Blog
  • Contact
  • Donate
Combined ShapeBack to search results

Overcoming Barriers to Mediation in Intake Calls to Services: Research-Based Strategies for Mediators

Stokoe, Elizabeth. Negotiation Journal, Jul. 1, 2013
https://onlinelibrary.wiley.com/doi/full/10.1111/nejo.12026

In this study, the author analyzed recordings of 200 intake calls for neighbor disputes at community mediation programs. The article describes several "barriers to mediation" in these calls which led some callers to decline to mediate. Callers' general unawareness of mediation presents one barrier. Some mediators, answering calls, will only describe mediation indirectly. Another significant barrier appears when mediators stress the process' impartiality, which leads many callers to disengage. The author recommends that mediators frame mediation to show its differences from talk and self-help the caller may have tried. Also, while mediators must be impartial, it is important to show empathy and an understanding of the caller's problem.

Please note that this resource is available online but requires a subscription to access. 

11 E Adams Street, Suite 500, Chicago, IL 60603

  • 312.922.6475
  • info@aboutrsi.org
  • © 1998-2025 RSI
  • Facebook
  • Twitter
  • LinkedIn

To give you the best possible experience, this site uses cookies. If you continue browsing, you accept our use of cookies and agree to our Disclaimer, Privacy & Copyright policy.

Learn More