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

In a mediation between Anand Pharma and a distributor, Anand's executive says, 'We will honour the committed volumes subject to normal commercial constraints.' The distributor understands this as a firm guarantee, while Anand means only a best-effort target. The dispute escalates when volumes fall short. Which statement best identifies the barrier and the most effective mediator technique?

It is a semantic barrier caused by ambiguous wording that each side read differently. The mediator should have both parties paraphrase what they understood, expose the mismatch, and then record the agreed commitment in precise, unambiguous terms so no later misunderstanding arises.

  1. ASelective perception; the mediator should end the session
  2. BSemantic barrier from ambiguous wording; the mediator should ask each side to paraphrase and then record the agreed meaning in precise termsCorrect
  3. CPhysical barrier; the mediator should provide microphones
  4. DStereotyping; the mediator should replace the distributor

Explanation

The same phrase carries two meanings, so the problem is semantic ambiguity. Paraphrasing and clarifying questions expose the mismatch, and the settlement terms should then be written in precise language. Ending the session or replacing a party does nothing to fix the unclear wording.

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