This article explores how to best deal with resistance during and beyond initial encounters with prospective mediation clients. The study is based on a large data set of intake calls to community and family mediation services in the United Kingdom. Using conversation analytic techniques, we studied instances where call takers invited prospective clients to make a first appointment. We found that questions or proposals addressing whether the caller would be willing to mediate generated stronger agreement from the caller than when other formats were used. We discuss how to best establish effective practice in order to develop better training for mediators.

中文翻译：

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处理最初受理中的阻力和询问调解：“愿意”的力量

本文探讨了在与潜在调解客户初次接触期间和之后如何最好地应对阻力。该研究基于英国社区和家庭调解服务的大量受理电话数据集。使用对话分析技术，我们研究了接听电话邀请潜在客户进行第一次约会的情况。我们发现，与使用其他格式时相比，有关来电者是否愿意调解的问题或建议会引起来电者更强烈的同意。我们讨论如何最好地建立有效的实践，以便为调解员提供更好的培训。