The Effect of Perspective-Taking on Trust and Understanding in Online and Face-to-Face Mediations
The Effect of Perspective-Taking on Trust and Understanding in Online and Face-to-Face Mediations
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在线和面对面调解中观点采择对信任和理解的影响
DOI：
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发表时间：
2020
影响因子：
3
通讯作者：
Emiel Krahmer
中科院分区：
文献类型：
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作者：
Debby Damen;Per van der Wijst;Marije van Amelsvoort;Emiel Krahmer
本研究考察了在线和面对面中介中的观点采择过程。特别是，它解决的问题，是否一个观点采取技术被问到循环问题，有助于建立相互理解和人际信任的谈判者之间在网上和面对面的调解设置。这个问题是在一个实验环境中研究的，在这个实验环境中，争议双方必须在专业调解人的帮助下面对面或在线解决冲突。在干预期间，调解人提出的主要是循环（观点采择）或线性问题。人们预计，使用循环问题的调解将导致争议双方之间更高水平的相互理解和人际信任，并因此达成更令人满意的综合协议。此外，本研究还考察了干预的沟通方式（在线、面对面）是否影响了纠纷双方人际信任和理解的重建。研究结果表明，面对面调解比在线调解更能提高纠纷当事人对交往对象的信任感和理解感。这些理解和信任感的改善也预测了争论者对协议的满意度和整合度。此外，争议者认为他们的调解人更值得信赖，更专业的面对面比在网上干预。调解员的提问方式对提高纠纷双方的人际信任和相互理解没有影响。我们讨论了调解员的提问风格的影响，并得出结论与反思的原因，为什么这些影响并没有导致分歧的相互理解和人际之间的信任的争议。
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.
影响因子：
7.6
作者：
Epley, N;Keysar, B;Gilovich, T
通讯作者：
Gilovich, T