Conflict Resolution and Mediation
Expert-defined terms from the Professional Certificate in Stakeholder Engagement and Community Relations course at London School of Planning and Management. Free to read, free to share, paired with a professional course.
Active Listening – Concept #
A communication technique that involves fully concentrating, understanding, responding, and remembering what is being said. Related terms: reflective listening, empathy. Example: A mediator paraphrases each party’s statements to confirm understanding. Practical application: Builds trust and reduces misinterpretation. Challenge: Requires discipline to avoid premature judgment.
Advocacy Mediation – Concept #
A style where the mediator supports one party’s interests while remaining neutral to the process. Related terms: partial mediation, interest-based negotiation. Example: A community advocate helps residents articulate concerns to developers. Practical application: Useful when power imbalances exist. Challenge: Maintaining perceived neutrality can be difficult.
Agenda Setting – Concept #
The process of defining topics to be discussed in a conflict resolution session. Related terms: prioritization, framing. Example: A facilitator lists safety, compensation, and timeline as agenda items. Practical application: Ensures focus and efficient use of time. Challenge: Parties may disagree on what belongs on the agenda.
Alternative Dispute Resolution (ADR) – Concept #
A collection of methods for resolving conflicts without litigation, including mediation, arbitration, and negotiation. Related terms: court‑annexed mediation, restorative justice. Example: A city council uses ADR to settle land‑use disputes. Practical application: Reduces costs and preserves relationships. Challenge: Parties may lack confidence in informal outcomes.
Arbitration – Concept #
A private, binding decision made by an impartial third party after hearing arguments. Related terms: binding mediation, adjudication. Example: A trade union and employer agree to arbitration on wage disputes. Practical application: Provides a quicker resolution than court. Challenge: Limited appeal options and possible loss of control over outcome.
Back‑Channel Communication – Concept #
Informal, off‑record dialogue used to explore positions and build rapport. Related terms: track‑two diplomacy, side talks. Example: A mediator meets separately with each stakeholder to gauge flexibility. Practical application: Uncovers hidden interests. Challenge: Risk of miscommunication if not integrated into formal process.
BATNA (Best Alternative to a Negotiated Agreement) – Concept #
The most advantageous alternative course of action if negotiations fail. Related terms: reservation point, walk‑away option. Example: A community group’s BATNA is to file a legal injunction. Practical application: Strengthens bargaining power. Challenge: Accurately assessing alternatives can be complex.
Bias Awareness – Concept #
Recognizing personal and systemic prejudices that may affect mediation. Related terms: cultural competence, self‑reflection. Example: A mediator notes a tendency to favor senior officials. Practical application: Improves fairness. Challenge: Unconscious biases are often difficult to detect.
Bridge Building – Concept #
Creating connections between conflicting parties through shared interests or values. Related terms: common ground, integrative bargaining. Example: A mediator highlights shared environmental concerns of developers and residents. Practical application: Fosters collaborative solutions. Challenge: May be limited by deep‑seated mistrust.
Broader Stakeholder Mapping – Concept #
Identifying all individuals, groups, and institutions affected by a conflict. Related terms: interest analysis, power mapping. Example: A project‑impact study lists local businesses, NGOs, and regulators. Practical application: Ensures inclusive engagement. Challenge: Mapping can become unwieldy and overlook hidden actors.
Case Study Method – Concept #
Using real or simulated scenarios to teach conflict resolution techniques. Related terms: role‑play, experiential learning. Example: Students analyze a water‑rights dispute. Practical application: Bridges theory and practice. Challenge: May not capture all complexities of actual conflicts.
Cause‑Effect Analysis – Concept #
Examining underlying reasons for a dispute to target root causes. Related terms: problem tree, systemic analysis. Example: A mediator traces community protests to lack of transparent permitting. Practical application: Informs long‑term solutions. Challenge: Root causes may be politically sensitive.
Collaborative Problem Solving – Concept #
A joint approach where parties work together to develop mutually beneficial solutions. Related terms: co‑creation, joint fact‑finding. Example: A mediator facilitates a workshop where residents and developers design a green space. Practical application: Builds ownership of outcomes. Challenge: Requires high levels of trust and time.
Communication Channels – Concept #
The formal and informal pathways through which information flows between parties. Related terms: media outreach, stakeholder newsletters. Example: A project team uses town‑hall meetings and online forums. Practical application: Enhances transparency. Challenge: Channel overload can cause message fatigue.
Conflict Culture – Concept #
The prevailing attitudes and norms that shape how disputes are perceived and handled within a community. Related terms: social norms, dispute etiquette. Example: A region where public dissent is discouraged may prefer behind‑the‑scenes mediation. Practical application: Informs choice of resolution method. Challenge: Changing entrenched cultural patterns is slow.
Conflict Escalation – Concept #
The process by which a disagreement intensifies, often leading to violence or breakdown of communication. Related terms: spiral of tension, escalation ladder. Example: A stalled negotiation leads to protests and property damage. Practical application: Early detection allows preventive mediation. Challenge: Once escalation reaches a tipping point, de‑escalation is costly.
Conflict Management – Concept #
Strategies and techniques used to limit the negative aspects of conflict while encouraging positive outcomes. Related terms: conflict resolution, dispute avoidance. Example: A municipality adopts a mediation clause in all contracts. Practical application: Reduces litigation risk. Challenge: May be viewed as bureaucratic if not well integrated.
Consensus Building – Concept #
A process that seeks unanimous agreement or at least broad support for a decision. Related terms: deliberative democracy, collective decision‑making. Example: A community board uses consensus to adopt a land‑use plan. Practical application: Strengthens legitimacy. Challenge: Can be time‑intensive and may stall when interests are divergent.
Constructive Dialogue – Concept #
A respectful exchange focused on understanding rather than winning. Related terms: active listening, respectful discourse. Example: A mediator guides parties to ask clarifying questions instead of accusations. Practical application: Reduces hostility. Challenge: Participants must commit to civility.
Contextual Analysis – Concept #
Assessing the social, economic, political, and environmental backdrop of a dispute. Related terms: situational assessment, environmental scanning. Example: A mediator reviews recent policy changes affecting mining permits. Practical application: Tailors interventions to real conditions. Challenge: Data collection may be limited or biased.
Counter‑Negotiation – Concept #
A response strategy where a party presents an alternative proposal to the initial offer. Related terms: re‑framing, strategic concession. Example: Developers counter a community’s demand for 30% green space with a 20% commitment plus a community fund. Practical application: Keeps dialogue moving. Challenge: May be perceived as dismissive if not well explained.
Credibility Building – Concept #
Actions taken to enhance trust in a mediator or process. Related terms: neutrality, transparency. Example: A mediator discloses prior affiliations and follows a code of ethics. Practical application: Encourages participation. Challenge: Past actions can undermine credibility despite current efforts.
Cultural Competence – Concept #
The ability to understand, communicate with, and effectively interact with people across cultures. Related terms: cross‑cultural sensitivity, diversity awareness. Example: A mediator uses culturally appropriate greeting rituals in a tribal community. Practical application: Avoids inadvertent offense. Challenge: Requires ongoing learning and self‑assessment.
De‑Escalation Techniques – Concept #
Methods used to reduce tension and prevent conflict from intensifying. Related terms: calm‑down periods, cooling‑off. Example: A facilitator calls a short break when voices rise. Practical application: Creates space for rational thinking. Challenge: May be resisted by parties eager to press their point.
Deliberative Process – Concept #
A structured method of discussion that emphasizes informed, reflective, and inclusive decision‑making. Related terms: public hearing, citizen jury. Example: A city adopts a deliberative forum to decide on a new park. Practical application: Improves legitimacy. Challenge: Can be resource‑intensive.
Dispute Resolution Clause – Concept #
A contractual provision that obliges parties to resolve conflicts through specified mechanisms before litigation. Related terms: mediation clause, arbitration clause. Example: A construction contract includes a mandatory mediation step. Practical application: Speeds up settlement. Challenge: Parties may ignore the clause if not enforced.
Dispute System Design – Concept #
Creating a comprehensive framework of processes, institutions, and rules for handling conflicts. Related terms: ADR ecosystem, conflict management architecture. Example: A regional government establishes a mediation center, arbitration board, and grievance hotline. Practical application: Provides clear pathways. Challenge: Coordination among entities can be fragmented.
Displacement Effect – Concept #
Unintended consequences where solving one conflict creates new tensions elsewhere. Related terms: spillover, unintended outcome. Example: Relocating a market reduces congestion but sparks opposition from neighboring districts. Practical application: Requires holistic planning. Challenge: Predicting secondary impacts is difficult.
Empathy Mapping – Concept #
A tool that captures what stakeholders say, think, feel, and do to foster deeper understanding. Related terms: persona development, stakeholder empathy. Example: A mediator charts residents’ fears about loss of heritage. Practical application: Informs tailored communication. Challenge: May oversimplify complex emotions.
Facilitation – Concept #
Guiding a group through a process to achieve shared objectives without imposing solutions. Related terms: moderation, process leadership. Example: A facilitator runs a joint planning workshop for utilities and citizens. Practical application: Keeps meetings on track. Challenge: Facilitator must remain neutral while managing dynamics.
Fact‑Finding Mission – Concept #
An investigative effort to gather objective data about a dispute. Related terms: joint fact‑finding, evidence collection. Example: A mediator commissions an independent study on environmental impact. Practical application: Provides a common knowledge base. Challenge: Parties may dispute the credibility of findings.
Feedback Loop – Concept #
A mechanism where outcomes are reported back to participants for continuous improvement. Related terms: monitoring and evaluation, learning cycle. Example: After mediation, participants receive a summary and are asked for satisfaction ratings. Practical application: Enhances process quality. Challenge: Low response rates can limit insights.
Force‑Field Analysis – Concept #
A technique that identifies driving and restraining forces affecting a change. Related terms: pros‑cons matrix, stakeholder analysis. Example: A mediator lists economic benefits as drivers and cultural heritage concerns as restraints for a development project. Practical application: Visualizes balance of influences. Challenge: May oversimplify complex power dynamics.
Ground Rules – Concept #
Agreed‑upon behavioral standards for participants during conflict resolution sessions. Related terms: code of conduct, meeting protocols. Example: Parties commit to no interruptions and to speaking respectfully. Practical application: Creates a safe environment. Challenge: Enforcement depends on facilitator authority.
Healing Circles – Concept #
A restorative practice where participants share experiences in a supportive setting. Related terms: restorative justice, community circle. Example: After a violent incident, a mediator convenes a healing circle with victims and perpetrators. Practical application: Addresses emotional wounds. Challenge: Cultural acceptance varies.
Human‑Centered Design – Concept #
An approach that prioritizes the needs, contexts, and experiences of people when creating solutions. Related terms: design thinking, participatory design. Example: A mediator uses empathy maps and prototypes to co‑create a dispute‑resolution platform. Practical application: Increases adoption. Challenge: Requires iterative testing and resources.
Impartiality – Concept #
The quality of being unbiased and neutral throughout the mediation process. Related terms: neutrality, fairness. Example: A mediator discloses no prior relationships with any party. Practical application: Builds trust. Challenge: Perceived bias can arise from subtle cues.
Interest‑Based Negotiation – Concept #
Focusing on underlying needs rather than stated positions to find win‑win outcomes. Related terms: principled negotiation, integrative bargaining. Example: A developer learns that residents value cultural preservation more than monetary compensation. Practical application: Enables creative solutions. Challenge: Parties may mask true interests.
Joint Fact‑Finding – Concept #
Collaborative effort by disputants to gather and agree on data before negotiations. Related terms: shared research, common knowledge base. Example: Stakeholders co‑author a report on flood risk. Practical application: Reduces misinformation. Challenge: Disagreements over methodology can stall progress.
Key Stakeholder Identification – Concept #
Pinpointing individuals or groups with significant influence or interest in a conflict. Related terms: stakeholder analysis, power mapping. Example: A project team lists local councilors, NGOs, and indigenous leaders as key stakeholders. Practical application: Targets engagement resources. Challenge: Overlooking hidden influencers can undermine outcomes.
Knowledge Transfer – Concept #
Sharing expertise, skills, and lessons learned between parties. Related terms: capacity building, learning exchange. Example: A seasoned mediator trains community leaders on conflict‑resolution techniques. Practical application: Empowers local actors. Challenge: Differing learning styles may affect uptake.
Legitimacy – Concept #
The perception that a process or decision is appropriate, just, and acceptable. Related terms: authority, acceptance. Example: A mediation is seen as legitimate when it follows established community protocols. Practical application: Enhances compliance. Challenge: Legitimacy can be questioned if power imbalances exist.
Listening Circle – Concept #
A structured format where participants take turns speaking while others listen attentively. Related terms: talking stick, reflective dialogue. Example: A mediator uses a listening circle to allow each community member to voice concerns. Practical application: Promotes equal participation. Challenge: Time constraints may limit depth.
Mediator‑Facilitator Hybrid – Concept #
A professional who combines mediation (conflict resolution) and facilitation (process guidance) skills. Related terms: dual role, process expert. Example: A hybrid leads a workshop while also helping parties negotiate settlement terms. Practical application: Offers flexibility. Challenge: Role clarity must be communicated to avoid confusion.
Micro‑Mediation – Concept #
Brief, focused mediation sessions addressing specific issues within a larger conflict. Related terms: mini‑mediation, rapid dispute resolution. Example: A mediator meets with two contractors to resolve a scheduling dispute in 30 minutes. Practical application: Prevents escalation. Challenge: May not address systemic roots.
Moral Hazard – Concept #
The risk that one party may act recklessly because they expect another to bear the consequences. Related terms: risk shifting, incentive distortion. Example: A developer may delay compliance if they anticipate mediation will absolve penalties. Practical application: Design agreements with clear accountability. Challenge: Difficult to predict behavior changes.
Negotiation Jujitsu – Concept #
A technique where a party redirects an opponent’s aggression into constructive dialogue. Related terms: deflection, reframing. Example: A mediator turns a blame accusation into a question about underlying concerns. Challenge: Requires skillful communication.
Non‑Violent Communication (NVC) – Concept #
A communication framework that emphasizes observation, feeling, need, and request. Related terms: empathetic dialogue, compassionate communication. Example: A mediator encourages parties to express feelings (“I feel frustrated”) before stating demands. Practical application: Fosters mutual respect. Challenge: Participants may need training to adopt the format.
Objective Criteria – Concept #
Standards or principles that are independent of personal preferences, used to evaluate options. Related terms: fair standards, benchmarks. Example: A mediator suggests using market price data to determine compensation. Practical application: Grounds discussions in facts. Challenge: Agreeing on which criteria are truly objective can be contested.
Out‑of‑Court Settlement – Concept #
An agreement reached between parties without judicial intervention. Related terms: settlement agreement, alternative resolution. Example: A community and a corporation settle a pollution claim through mediation. Practical application: Saves time and legal fees. Challenge: Enforceability may depend on formalization.
Participatory Governance – Concept #
A system where stakeholders actively engage in decision‑making processes. Related terms: co‑production, collaborative governance. Example: A city establishes a citizen advisory board for urban planning. Practical application: Improves policy relevance. Challenge: Managing diverse expectations can be complex.
Power Mapping – Concept #
Visual representation of the influence, interests, and relationships of stakeholders. Related terms: influence diagram, stakeholder matrix. Example: A mediator creates a power map showing government, NGOs, and media influence on a mining dispute. Practical application: Informs strategy. Challenge: Power dynamics may shift rapidly.
Pre‑Mediation Briefing – Concept #
A preparatory session that outlines process, expectations, and ground rules. Related terms: orientation, intake meeting. Example: A mediator meets individually with parties to explain confidentiality and timelines. Practical application: Sets clear parameters.
Procedural Justice – Concept #
The perceived fairness of the processes used to resolve a dispute. Related terms: fair process, due process. Example: Parties feel satisfied when they have a voice and neutral decision‑makers. Practical application: Enhances acceptance of outcomes. Challenge: Procedural fairness alone may not address substantive grievances.
Public Interest Mediation – Concept #
Mediation that addresses issues affecting the broader community, not just the parties. Related terms: community mediation, societal dispute resolution. Example: Mediating a dispute over a public highway expansion that impacts commuters citywide. Practical application: Balances private and collective needs. Challenge: Reconciling divergent public expectations.
Quick‑Response Mediation – Concept #
An expedited mediation process activated within hours of an incident to prevent escalation. Related terms: emergency mediation, rapid intervention. Example: After a workplace altercation, a mediator is called in to de‑escalate. Practical application: Curtails violence. Challenge: Limited preparation time may affect depth.
Reciprocity Principle – Concept #
The social norm that encourages mutual exchange of concessions. Related terms: tit‑for‑tat, give‑and‑take. Example: A mediator highlights that each side has already made concessions, prompting further compromise. Practical application: Sustains momentum. Challenge: If one side feels short‑changed, reciprocity may break down.
Reference Group – Concept #
A specific set of stakeholders consulted for feedback on policies or proposals. Related terms: focus group, advisory panel. Example: A developer forms a reference group of local elders to review project plans. Practical application: Gains targeted insights. Challenge: Group may not represent broader community views.
Reframing – Concept #
Restating a statement or issue in a way that changes its perception. Related terms: re‑articulation, perspective shift. Example: A mediator turns “You’re ignoring our concerns” into “We need more information to address your concerns.” Practical application: Reduces defensiveness. Challenge: Must be done sensitively to avoid appearing manipulative.
Restorative Justice – Concept #
An approach that emphasizes repairing harm through inclusive dialogue among victims, offenders, and community. Related terms: circle process, victim‑offender mediation. Example: A community uses restorative circles after a protest turns violent. Practical application: Heals relationships. Challenge: Requires willingness of all parties to participate.
Risk Assessment – Concept #
Systematic evaluation of potential hazards associated with a conflict or its resolution process. Related terms: hazard analysis, contingency planning. Example: A mediator assesses the risk of media leaks before a high‑profile negotiation. Practical application: Informs safety protocols. Challenge: Unpredictable factors can alter risk profiles.
Scope Creep – Concept #
Uncontrolled expansion of project or mediation objectives beyond original agreements. Related terms: mission drift, overextension. Example: A mediation originally focused on land use expands to include unrelated employment issues. Practical application: Requires strict agenda control. Challenge: Parties may push for broader outcomes.
Self‑Determination – Concept #
The right of a community or group to control its own affairs and decisions. Related terms: autonomy, agency. Example: Indigenous groups assert self‑determination in resource‑extraction negotiations. Practical application: Respects cultural rights. Challenge: May conflict with external regulatory frameworks.
Servant Leadership – Concept #
A leadership style that prioritizes serving the needs of others, fostering collaboration and empowerment. Related terms: ethical leadership, supportive facilitation. Example: A mediator adopts a servant‑leader stance to nurture stakeholder ownership. Challenge: Can be misinterpreted as lack of authority.
Shifting Baselines – Concept #
The phenomenon where each generation perceives the environmental conditions of its youth as normal, affecting dispute contexts. Related terms: environmental perception, generational change. Example: Residents recall a river once abundant with fish, influencing current water‑use conflicts. Practical application: Informs historical context. Challenge: Data may be anecdotal.
Stakeholder Engagement Plan – Concept #
A documented strategy outlining how, when, and why stakeholders will be involved. Related terms: communication plan, outreach strategy. Example: A plan schedules quarterly town‑hall meetings and digital surveys. Practical application: Provides structure. Challenge: Inflexibility can hinder responsiveness.
Strategic Patience – Concept #
Deliberately allowing time for processes to unfold, recognizing that rushed solutions may be superficial. Related terms: long‑term perspective, pacing. Example: A mediator advises parties to pause before finalizing a settlement to reflect on implications. Practical application: Improves durability of agreements. Challenge: Stakeholders may pressure for quick results.
Structural Violence – Concept #
Systematic ways in which social structures harm or disadvantage certain groups. Related terms: institutional oppression, systemic inequality. Example: A mediation addresses inequitable access to water caused by historic policies. Practical application: Broadens focus beyond individual grievances. Challenge: Confronting entrenched power structures can be contentious.
Third‑Party Evaluation – Concept #
An independent assessment of a mediation’s process and outcomes. Related terms: audit, external review. Example: A university hires an external evaluator to review a campus conflict‑resolution program. Practical application: Provides objective feedback. Challenge: Evaluator’s credibility must be ensured.
Track‑One Diplomacy – Concept #
Official, government‑to‑government negotiations. Related terms: formal diplomacy, state‑level talks. Example: National ministries negotiate a cross‑border water treaty. Practical application: Resolves high‑level disputes. Challenge: Limited public participation.
Track‑Two Diplomacy – Concept #
Informal, non‑official dialogue among non‑governmental actors. Related terms: people‑to‑people, unofficial talks. Example: NGOs and community leaders meet to discuss a mining project’s impacts. Practical application: Builds trust where official channels are stalled. Challenge: Lacks formal authority.
Transitional Justice – Concept #
Mechanisms to address past human rights abuses and promote reconciliation. Related terms: truth commissions, reparations. Example: A mediator facilitates dialogue between victims and a former regime’s representatives. Practical application: Acknowledges suffering. Challenge: May reopen wounds.
Trust Building Measures – Concept #
Actions intended to increase confidence between parties. Related terms: confidence‑building, reliability signals. Example: A developer shares project blueprints with the community before public release. Practical application: Reduces suspicion. Challenge: Requires consistent follow‑through.
Truth‑Seeking Process – Concept #
A structured effort to uncover factual narratives surrounding a dispute. Related terms: investigation, fact‑finding. Example: A mediator commissions a neutral historian to document land‑ownership records. Practical application: Clarifies disputed claims. Challenge: Differing interpretations of facts may persist.
Unconscious Bias Training – Concept #
Educational sessions aimed at revealing hidden prejudices that affect decision‑making. Related terms: bias awareness, self‑reflection. Example: Mediators attend workshops on racial bias to improve impartiality. Practical application: Enhances fairness. Challenge: Deep‑seated biases can be resistant to change.
Value‑Based Negotiation – Concept #
Aligning negotiation outcomes with the core values of the parties. Related terms: principle‑driven, ethical bargaining. Example: A mediation emphasizes cultural heritage values rather than monetary compensation alone. Practical application: Creates meaning‑rich agreements. Challenge: Values may be incommensurable.
Virtual Mediation – Concept #
Mediation conducted via online platforms and digital tools. Related terms: e‑mediation, remote dispute resolution. Example: Parties from different continents use video conferencing to resolve a trade dispute. Practical application: Reduces travel costs. Challenge: Technology glitches and reduced non‑verbal cues.
Waterfall Model (Conflict) – Concept #
A sequential approach where each stage of dispute resolution follows a fixed order. Related terms: linear process, stepwise mediation. Example: A conflict moves from negotiation to mediation to arbitration only if prior steps fail. Practical application: Provides clear escalation pathway. Challenge: Rigidity may ignore dynamic needs.
Whole‑Systems Approach – Concept #
Considering all interrelated components of a conflict ecosystem rather than isolated issues. Related terms: systems thinking, integrated analysis. Example: A mediator examines economic, environmental, and cultural dimensions of a coastal development dispute. Practical application: Yields comprehensive solutions. Challenge: Complexity can overwhelm participants.
Yielding Strategy – Concept #
A deliberate decision to concede on certain points to gain advantage elsewhere. Related terms: concession planning, trade‑off. Example: A municipality yields a small park area to gain approval for a larger infrastructure project. Practical application: Facilitates compromise. Challenge: Must be calculated to avoid perceived weakness.
Zero‑Sum Perception – Concept #
The belief that one party’s gain is equivalent to another’s loss. Related terms: win‑lose mindset, competitive framing. Example: Parties view budget allocation as a zero‑sum game, hindering collaboration. Practical application: Mediator reframes to highlight integrative possibilities. Challenge: Entrenched attitudes may resist change.