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

In a commercial mediation between two Indian firms, the mediator hears the claimant's long account of delayed payments. The mediator then says, "So, if I understand correctly, you are most concerned about the repeated delays and the loss of trust they caused." Which communication skill is the mediator mainly using?

The mediator is paraphrasing and reflecting back. Restating the party's main concern in neutral words confirms understanding, shows the party has been heard, and invites correction, without challenging, judging or directing the party, which are not mediator communication techniques here.

  1. AParaphrasing and reflecting back to confirm understandingCorrect
  2. BCross-examining the party to test credibility
  3. CGiving a legal opinion on the likely outcome
  4. DIssuing a direction to the party to stop narrating

Explanation

The mediator restates the speaker's content and underlying concern in neutral words to check understanding. This is paraphrasing or reflecting. It is not cross-examination or evaluation, because no challenge, opinion or direction is given.

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