調解傾聽技巧之實務運用──以關懷式調解出發【實務講座】 試閱
Practical Application of Listening Skills in Mediation ─ In the Basis of Caring Style Mediation
傾聽與提問是相輔相成的，「問對問題」，讓雙方當事人都感覺到問題的核心，彼此的需求都被滿足時，感性與理性都能接受的調解，才可說是理想中的調解成立。關懷式調解所主張的溝通關懷，最主要的三種技巧是察覺力、支援力與轉換力。支援力就是基本的溝通技巧，包括傾聽與提問，透過傾聽才會知道如何提問，問到更關鍵的問題，讓說者能夠滔滔不絕的說下去。本文主要以支援力的「傾聽」技巧來說明如何傾聽，並提出傾聽五層次與「5+1」基本問題：為何傾聽、在哪傾聽、傾聽對象、什麼情況下傾聽、傾聽內容、如何傾聽等，以及如何傾聽才能問對問題找到問題的癥結化解爭議。
Listening and questioning are mutually reinforcing each other. “Asking the right questions,” so that both parties can sense the core of the problem and only when the mutual needs are satisfied, settlement be accepted both in the sensibility and the rationality can be said to be the ideal mediation. The three main types of skill of communication and care advocated by caring style mediation are analytic, supportive, and transformative power. Communication skills is fundamental in supportive power which includes listening and asking questions. Through listening, we will know how to ask questions and furthermore ask more critical questions so that the speaker can talk voluntarily and continuously. This article focus on “listening” techniques, one of supportive power out of three major skills type of caring style mediation. It will explain listening to the five levels and “five plus one,” which is why, where, what, when, how to listen, and Whom should be listen to. Aiming to clarify the importance of listening, to organize and analysis the state of the speaker, and to find out how to listen to the clue of the problem to help resolve the dispute.
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