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

Two parties in a mediation are exchanging heated accusations, and each interrupts the other, so neither point is heard. Which action by the mediator best addresses this emotional barrier?

The mediator should set ground rules for speaking in turn, acknowledge the feelings expressed and take a short break if needed. This reduces the emotional barrier while keeping neutrality. Deciding who is right breaches the mediator's role, and immediate termination is premature.

  1. ADecide which party is right and tell the other to stop
  2. BSet ground rules for speaking in turn, acknowledge the feelings expressed and, if needed, take a short breakCorrect
  3. CCancel the mediation and refer the matter to court immediately
  4. DAsk both parties to submit written arguments only

Explanation

Emotions block listening. Ground rules, acknowledging feelings and a cooling-off break restore order while keeping the mediator neutral. Deciding who is right breaches neutrality, and abandoning the process is premature.

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