CS Professional · Arbitration, Mediation and Conciliation · Negotiation Skills and Communication
During a mediation between two Indian firms, the buyer's representative says, 'You people always delay deliveries and never care about us.' The mediator responds, 'So you are concerned that late deliveries have disrupted your production schedule; is that right?' Which communication skill is the mediator mainly using?
The mediator is reframing and paraphrasing. By turning an accusation into a neutral statement of the buyer's underlying concern about production disruption and checking its accuracy, the mediator lowers hostility and clarifies interests without advising, directing or proposing terms.
- AReframing the statement into a neutral concern and checking understandingCorrect
- BIssuing a direction to the buyer to stop speaking
- CGiving a legal opinion on the delay
- DProposing a settlement figure
Explanation
The mediator converts an accusatory, positional remark into a neutral statement of underlying interest (production disruption) and confirms it with the speaker. This is reframing combined with paraphrasing. The other options involve directing, advising or proposing, which are not what the mediator did.
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