Samenvatting boek Conflicthantering en mediation

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Samenvatting boek Conflicthantering en mediation

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Samenvatting van het boek Conflicthantering en mediation.

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Boek conflicthantering en mediation

Hoofdstuk 1: communicatie is essentieel

Meningsverschil:
-Praten
-Geen emoties
-Respect
-Niet veel op het spel

Conflict:
-Verstoorde communicatie
-Veel emoties
-Geen respect/erkenning
-Belangen
-Ego’s

Van communicatie naar miscommunicatie naar conflict naar
communicatieherstel

Communicatie: uitwisselen van informatie

Communicatiemodel: zender codeert boodschap, ontvanger decodeert

Drie manieren luisteren:
-Cosmetisch: niet echt luisteren
-Associatief: aan de haal gaan met verhaal
-Diep luisteren: aandacht

Communicatielagen:
-Gevoel
-Interactie
-Procedure
-Inhoud

Communicatiemiddelen:
-Verbaal, schriftelijk
-Non-verbaal
-Digitaal

Media in mediation:
-Internet, e-mail
-Social media, video, Skype
-Twitter, LinkedIn, Instagram, YouTube
-Online dispute resolution

Mediator moet emoties kunnen:
-Herkennen

, -Benoemen
-Kanaliseren, van nut laten zijn

Anna: altijd nagaan, nooit aannemen

Waarden culturen:
-Machtsafstand
-Individualisme versus collectivisme
-Onzekerheidsvermijding
-Masculiniteit versus feminiteit

Intention invention: Conclusies trekken over motieven

Soorten gedrag:
-Taakgedrag
-Autonoom gedrag
-Overleggedrag

Beslissingsmodel:
-Complementair
-Symmetrisch
-Parallel

Ruzie model:
-Dwang en terugtrekken
-Symmetrische escalatie
-Interpunctie

Hoofdstuk 2: wat is een conflict?

Conflict: partijen die niet met elkaar te verenigen zijn

Soorten conflicten:
-Intrapersoonlijk
-Interpersoonlijk
-Intergroep
-Interorganisationeel
-Maatschappelijk
-Internationaal

Elementen weerbarstigheid conflict:
-Eigen kijk wordt eigen gelijk
-Zwart-wit denken
-Negatieve actie-reactie
-Vastbijten
-Afnemende verantwoordelijkheid

Voordelen conflicten:
-Verandering
-Vernieuwing

Connected book

Govert Apol, Simone Kalff Conflicthantering en mediation

Publisher: Unknown ISBN: 9789046906125 Edition: 3

Document information

Study: SPH
Summarized whole book?: Yes
Uploaded on: October 10, 2021
Number of pages: 14
Written in: 2021/2022
Type: Summary

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