This research investigates the perspective taking process in online and face-to-face mediations. In particular, it addresses the question whether a perspective taking technique—being asked circular questions—helps the establishment of mutual understanding and interpersonal trust between negotiators in online and face-to-face mediation settings. This question was studied in an experimental setting in which disputants had to solve a conflict face-to-face or online by the help of a professional mediator. During the interventions, the mediator either posed mainly circular (perspective-taking) or linear questions. It was expected that mediations in which circular questions were used would lead to a higher level of mutual understanding and interpersonal trust between the disputants, and—as a result—to a more satisfying, integrative agreement. Furthermore, this study examined whether the communication mode of the intervention (online, face-to-face) affected the re-establishment of disputants’ interpersonal trust and understanding. The results of the study show that disputants’ feelings of trust in and understanding of their interaction partner improved more in the face-to-face mediations than in the online mediations. These improved feelings of understanding and trust also predicted how satisfying and integrative disputants perceived the agreement to be. Moreover, disputants perceived their mediator to be more trustworthy and more professional in the face-to-face than in the online interventions. No effect was found for mediators’ questioning style on disputants’ improved interpersonal trust and mutual understanding. We discuss the effects of the questioning style of a mediator and conclude with reflections on reasons why these effects did not lead to differences in mutual understanding and interpersonal trust between the disputants.

这项研究调查了在线和面对面调解中的观点采择过程。特别是，它解决了一个问题，即采用透视技术（被问为循环问题）是否有助于在线和面对面调解环境中的谈判者之间建立相互理解和人际信任。在一个实验性环境中研究了这个问题，在这种环境中，争端者必须在专业调解员的帮助下面对面或在线解决冲突。在干预过程中，调解员要么主要提出圆形（透视）问题，要么提出线性问题。可以预料，使用循环问题的调解将导致争端者之间的更高水平的相互理解和人际信任，并因此而达成更令人满意的一体化协议。此外，本研究研究了干预措施的交流方式（在线，面对面）是否影响了争端者人际信任和理解的重建。研究结果表明，在面对面调解中，与在线调解相比，争执者对自己的互动伙伴的信任感和了解有所改善。这些改善的理解和信任感也预示着令人满意的和综合性的争议者对协议的理解。此外，与在线干预相比，争议者认为其调解员在面对面时更值得信赖和更专业。调解员的提问方式对争端者之间人际信任和相互理解的改善没有影响。