Abstract
In this chapter, I will explore the mediation of neighbour and family conflicts through the lens of discursive psychology, focusing particularly on what interaction between mediators and their prospective clients (neighbours, parents) tells us about the nature of dispute and the efficacy of mediation. I will describe a research project, from its inception studying neighbour disputes to its culmination in training mediators to better engage prospective mediation clients. The chapter will start by locating this project in the wider fields of mediation, neighbour and family disputes, as well as discursive and interactional work on conflict in interaction. I will describe the collection of large-scale qualitative datasets, including telephone calls to mediation services, environmental health services, and police interviews with arrested suspects in neighbour and family conflict cases. These data were analysed using conversation analysis, in the discursive psychological tradition pioneered by Edwards (e.g. 2005) and Potter (e.g. Potter & Hepburn, 2007). I will show how mediators fail and succeed to attract potential clients to mediation depending on how mediation is explained, and how resistant clients may be persuaded to mediate. Finally, I describe how research findings about what works to engage clients has underpinned national and international mediation training, using the Conversation Analytic Role-play Method. In sum, the chapter will show how discursive psychological research can have big pay-offs in terms of the impact of its findings in real-life settings that matter for people in conflict.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
In transcripts, the punctuation symbols used refer to pitch movement up (↑) and down (↓), stretching sounds (::), timed pauses to the nearest tenth of a second (e.g. 0.6), a “cut-off” sound (-), and emphasis (underlining). Full stops indicate a falling intonation; commas indicate a slightly rising intonation.
- 2.
https://www.bbc.co.uk/programmes/b0bf56gk
References
Antaki, C. (Ed.). (2011). Applied conversation analysis: Intervention and change in institutional talk. Basingstoke: Palgrave Macmillan.
Barlow, A., Hunter, R., Smithson, J., & Ewing, J. (2017). Mapping paths to family justice: Resolving family disputes in neoliberal times. London: Palgrave.
Benjamin, R. (2010). Selling mediation: The 9 ½ best guerrilla marketing strategies and techniques drawn from neuroscience. Retrieved from http://www.mediate.com/articles/benjamin50.cfm
Boden, D. (1990). The world as it happens: Ethnomethodology and conversation analysis. In G. Ritzer (Ed.), Frontiers of social theory: The new synthesis (pp. 185–213). New York: Columbia University Press.
Charkoudian, L. (2010). Giving police and courts a break: The effect of community mediation on decreasing the use of police and court resources. Conflict Resolution Quarterly, 28, 141–155. https://doi.org/10.1002/crq.20017
Edwards, D. (1995). Sacks and psychology. Theory & Psychology, 5, 579–596. https://doi.org/10.1177/0959354395054006
Edwards, D. (2005). Moaning, whinging and laughing: The subjective side of complaints. Discourse Studies, 7, 5–29. https://doi.org/10.1177/1461445605048765
Edwards, D. (2007). Managing subjectivity in talk. In A. Hepburn & S. Wiggins (Eds.), Discursive research in practice: New approaches to psychology and interaction (pp. 31–49). Cambridge: Cambridge University Press.
Edwards, D., & Fasulo, A. (2006). “To be honest”: Sequential uses of honesty phrases in talk-in-interaction. Research on Language and Social Interaction, 39, 343–376. https://doi.org/10.1207/s15327973rlsi3904_1
Edwards, D., & Stokoe, E. H. (2004). Discursive psychology, focus group interviews, and participants’ categories. British Journal of Developmental Psychology, 22, 499–507. https://doi.org/10.1348/0261510042378209
Edwards, D., & Stokoe, E. (2007). Self-help in calls for help with problem neighbours. Research on Language and Social Interaction, 40, 9–32. https://doi.org/10.1080/08351810701331208
Emmison, M. (2013). ‘Epistemic engine’ versus ‘role-play method’: Divergent trajectories in contemporary conversation analysis. Australian Journal of Communication, 40, 5–7.
Gardner, R. (1997). The conversation object Mm: A weak and variable acknowledging token. Research on Language and Social Interaction, 30, 131–156. https://doi.org/10.1207/s15327973rlsi3002_2
Garfinkel, H. (1967). Studies in ethnomethodology. Englewood Cliffs, NJ: Prentice-Hall.
Glenn, P., & Susskind, L. (2010). How talk works: Studying negotiation interaction. Negotiation Journal, 26, 117–123. https://doi.org/10.1111/j.1571-9979.2010.00260.x
Goldberg, S. B. (2005). The secrets of successful mediators. Negotiation Journal, 21, 365–376. https://doi.org/10.1111/j.1571-9979.2005.00069.x
Goldman, R. (1982). Hegemony and managed critique in prime-time television: A critical reading of ‘Mork and Mindy’. Theory & Society, 11, 363–388.
Greatbatch, D., & Dingwall, R. (1997). Argumentative talk in divorce mediation sessions. American Sociological Review, 62, 151–170.
Heap, J. L. (1990). Applied ethnomethodology: Looking for the local rationality of reading activities. Human Studies, 13, 38–72.
Heritage, J., & Robinson, J. D. (2006). Accounting for the visit: Giving reasons for seeking medical care. In J. Heritage & D. W. Maynard (Eds.), Communication in medical care: Interaction between physicians and patients (pp. 48–85). Cambridge: Cambridge University Press.
Heritage, J., Robinson, J. D., Elliott, M. N., Beckett, M., & Wilkes, M. (2007). Reducing patients’ unmet concerns in primary care: The difference one word can make. Journal of General Internal Medicine, 22, 1429–1433. https://doi.org/10.1007/s11606-007-0279-0
Jacobs, S., & Aakhus, M. (2002). What mediators do with words: Implementing three models of rational discussion in dispute mediation. Conflict Resolution Quarterly, 20, 177–203. https://doi.org/10.1002/crq.19
Jefferson, G. (2004). Glossary of transcript symbols with an introduction. In G. H. Lerner (Ed.), Conversation analysis: Studies from the first generation (pp. 13–31). Amsterdam/Philadelphia: John Benjamins.
Llewellyn, N. (2015). Microstructures of economic action: Talk, interaction and the bottom line. British Journal of Sociology, 66, 486–511. https://doi.org/10.1111/1468-4446.12143
Meagher, L. R. (2013). Research impact on practice: Case study analysis: Report on ESRC grant number RES-189-25-0202 mediating and policing community disputes: Developing new methods for role-play communication skills training. Swindon: ESRC.
Meehan, A. J. (1989). Assessing the ‘police-worthiness’ of citizen’s complaints to the police: Accountability and the negotiation of ‘facts’. In D. T. Helm, W. T. Anderson, A. J. Meehan, & A. W. Rawls (Eds.), The interactional order: New directions in the study of social order (pp. 116–140). New York: Irvington.
Painter, J. (2012). The politics of the neighbour. Environment and Planning D: Society and Space, 30, 515–533. https://doi.org/10.1068/d21110
Pomerantz, A. (1984). Agreeing and disagreeing with assessments: Some features of preferred/dispreferred turn shapes. In J. M. Atkinson & J. Heritage (Eds.), Structures of social action: Studies in conversation analysis (pp. 57–101). Cambridge: Cambridge University Press.
Potter, J. (2002). Two kinds of natural. Discourse Studies, 4, 539–542. https://doi.org/10.1177/14614456020040040901
Potter, J., & Hepburn, A. (2003). “I’m a bit concerned”: Early actions and psychological constructions in a child protection helpline. Research on Language and Social Interaction, 36, 197–240. https://doi.org/10.1207/S15327973RLSI3603_01
Sacks, H. (1992). Lectures on conversation (Vol. 1). Oxford: Blackwell.
Schegloff, E. A. (1968). Sequencing in conversational openings. American Anthropologist, 70, 1075–1095.
Schegloff, E. A. (1996). Confirming allusions: Toward an empirical account of action. American Journal of Sociology, 102, 161–216.
Schegloff, E. A. (2007). Sequence organization in interaction: A primer in conversation analysis. Cambridge: Cambridge University Press.
Sikveland, R. O., & Stokoe, E. (2016). Dealing with resistance in initial intake and inquiry calls to mediation: The power of ‘willing’. Conflict Resolution Quarterly, 33, 235–253. https://doi.org/10.1002/crq.21157
Stokoe, E. H. (2003). Mothers, single women and sluts: Gender, morality and membership categorization in neighbour disputes. Feminism & Psychology, 13, 317–344. https://doi.org/10.1177/0959353503013003006
Stokoe, E. (2006). Public intimacy in neighbour relationships and complaints. Sociological Research Online, 11(3). Retrieved from www.socresonline.org.uk/11/3/stokoe.html
Stokoe, E. (2009). Doing actions with identity categories: Complaints and denials in neighbour disputes. Text and Talk, 29, 75–97. https://doi.org/10.1515/TEXT.2009.004
Stokoe, E. (2011). Simulated interaction and communication skills training: The ‘Conversation Analytic Role-play Method’. In C. Antaki (Ed.), Applied conversation analysis: Changing institutional practices (pp. 119–139). Basingstoke: Palgrave Macmillan.
Stokoe, E. (2013a). Overcoming barriers to mediation in intake calls to services: Research-based strategies for mediators. Negotiation Journal, 29, 289–314. https://doi.org/10.1111/nejo.12026
Stokoe, E. (2013b). The (in)authenticity of simulated talk: Comparing role-played and actual conversation and the implications for communication training. Research on Language and Social Interaction, 46, 1–21. https://doi.org/10.1080/08351813.2013.780341
Stokoe, E. (2014). The Conversation Analytic Role-play Method (CARM): A method for training communication skills as an alternative to simulated role-play. Research on Language and Social Interaction, 47, 255–265. https://doi.org/10.1080/08351813.2014.925663
Stokoe, E. (2015). Identifying and responding to possible ‘-isms’ in institutional encounters: Alignment, impartiality and the implications for communication training. Journal of Language and Social Psychology, 34, 427–445. https://doi.org/10.1177/0261927X15586572
Stokoe, E., & Edwards, D. (2007). “Black this, black that”: Racial insults and reported speech in neighbour complaints and police interrogations. Discourse & Society, 18, 337–372. https://doi.org/10.1177/0957926507075477
Stokoe, E., & Edwards, D. (2009). Accomplishing social action with identity categories: Mediating neighbour complaints. In M. Wetherell (Ed.), Theorizing identities and social action (pp. 95–115). London: Sage.
Stokoe, E., & Sikveland, R. O. (2016). Formulating solutions in mediation. Journal of Pragmatics, 105, 101–113. https://doi.org/10.1016/j.pragma.2016.08.006
Stokoe, E., & Sikveland, R. O. (2017). The Conversation Analytic Role-play Method: Simulation, endogenous impact and interactional nudges. In V. Fors, T. O’Dell, & S. Pink (Eds.), Theoretical scholarship and applied practice. Oxford: Berghahn Books.
Stokoe, E., Sikveland, R. O., & Symonds, J. (2016). Calling the GP surgery: Patient burden, patient satisfaction, and implications for training. British Journal of General Practice, 66, e779–e785. https://doi.org/10.3399/bjgp16X686653
Stokoe, E. H., & Wallwork, J. (2003). Space invaders: The moral-spatial order in neighbour dispute discourse. British Journal of Social Psychology, 42, 551–569. https://doi.org/10.1348/014466603322595284
Susskind, L. (2010). Looking at negotiation and dispute resolution through a CA/DA lens. Negotiation Journal, 26, 163–166.
Tracy, K. (1997). Interactional trouble in emergency service requests: A problem of frames. Research on Language and Social Interaction, 30, 315–343.
Trinder, L., Firth, A., & Jenks, C. (2010). ‘So presumably things have moved on since then?’ The management of risk allegations in child contact dispute resolution. International Journal of Law, Policy and the Family, 241, 29–53.
Whalen, M. R., & Zimmerman, D. H. (1990). Describing trouble: Practical epistemology in citizen calls to the police. Language in Society, 19, 465–492.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2018 Springer Nature Switzerland AG
About this chapter
Cite this chapter
Stokoe, E. (2018). How to Increase Participation in a Conflict Resolution Process: Insights from Discursive Psychology. In: Gibson, S. (eds) Discourse, Peace, and Conflict. Peace Psychology Book Series. Springer, Cham. https://doi.org/10.1007/978-3-319-99094-1_2
Download citation
DOI: https://doi.org/10.1007/978-3-319-99094-1_2
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-99093-4
Online ISBN: 978-3-319-99094-1
eBook Packages: Behavioral Science and PsychologyBehavioral Science and Psychology (R0)