Skip to content

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

During a joint session, Mr. Iyer says, "Their supplier is a thief and they are cheating everyone." The mediator wishes to move the discussion forward without endorsing or amplifying the accusation. Which response best reflects good mediator communication?

The mediator should reframe the accusation into a neutral statement of concern about the supplier's reliability and honesty. Reframing removes inflammatory language while preserving the underlying interest, so discussion can continue, whereas repeating insults, adjudicating defamation or ignoring the concern would escalate tension or leave the issue unresolved.

  1. ARepeat the words "thief" and "cheating" exactly so the other side hears them
  2. BReframe the statement into a neutral concern about the supplier's reliability and honesty in dealingsCorrect
  3. CTell Mr. Iyer that the statement is defamatory and must be withdrawn
  4. DIgnore the remark and move on to the next agenda item without comment

Explanation

Reframing converts loaded, accusatory language into neutral statements of interest or concern, keeping the dialogue constructive. Repeating the words amplifies hostility. Ruling on defamation is outside the mediator's role, and ignoring leaves the concern unaddressed.

Did you get it right without looking?

One question tells you little. A timed set on Negotiation Skills and Communication shows your real accuracy, how long you take and where you lose marks.

Practise Negotiation Skills and CommunicationFree diagnostic mock

More Negotiation Skills and Communication questions