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CS Professional · Arbitration, Mediation and Conciliation · Negotiation Skills and Communication

A mediator wants the parties to describe the history of a supply dispute in their own words and reveal their underlying interests. Which question is best suited for this purpose?

The best question is the open-ended one asking what happened and what matters most. Open questions let parties narrate in their own words and reveal interests, whereas closed, leading or settlement-focused questions restrict answers, create defensiveness or push premature positions.

  1. ADid the supplier deliver late, yes or no?
  2. BWould you accept Rs 5 lakh as full settlement?
  3. CIsn't it true that you caused the breakdown?
  4. DCan you tell me what happened and what matters most to you in resolving it?Correct

Explanation

Open-ended questions invite narrative and surface interests. The yes/no question is closed, the settlement question is a premature closed proposal, and the 'isn't it true' question is a leading, accusatory question that triggers defensiveness.

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