Professor Stokoe has conducted some fascinating research using conversation analysis of initial calls to mediation services.  Perhaps unexpectedly, the research found that using words like ‘voluntary’ and ‘impartial’ to describe the mediation process, were not helpful.  She will explain how instead, using a technique that described the mediation process itself, with fluency and without hesitation whilst giving focus to a future solution, drove higher rates of engagement.

She will also demonstrate, using recordings of conversations between mediators and clients, how mediators are perceived as being impartial (or not).

This webinar will provide participants with practical tips on getting your language right to engage prospective clients with your services, and to ensure that you are being impartial in the way you talk with clients.