Conflict Management and Cultural Diversity

The Effectiveness of Mediation

( 23 )
80 pages
How can mediation help in intercultural conflicts? This book proves mediation to be a powerful tool to assist us in overcoming differences more effectively.
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Susanne Schuler is an experienced business and intercultural facilitator, conflict mediator and coach. Her legal studies, business experience and her work in diversity combine effectively in her mediation and consultancy role. She speaks 5 languages fluently and has worked in more than 20 different co

How far can mediation help in intercultural conflicts? This book gives comprehensive and practical insights to answer this question. From her own practice as an intercultural mediator and conflict coach Susanne shows intercultural mediation as one powerful tool which can assist us in changing perspectives and developing curiosity for the issues of others and so overcome intercultural differences more constructively. You will learn about conflict sources and styles, triggers, challenges and how to use your resources to develop effective strategies when being in a conflict situation. Amongst top tips and exercises you will be able to learn from real-life-scenarios which bring the material to life.

About the author

Susanne Schuler is an experienced business and intercultural facilitator, conflict mediator and coach. Her legal studies, business experience and her work in diversity combine effectively in her mediation and consultancy role. She speaks 5 languages fluently and has worked in more than 20 different countries. Susanne works with international organisations such as SAP, BASF, Unilever, Roche, IKEA, Unilever and institutions such as the UN and the European Bank for Reconstruction and Development as well as major UK organisations including the BBC and Lloyds Bank. Susanne has trained over 1,000 delegates from more than 30 different nationalities in negotiation techniques, mediation, conflict management, and diversity and inclusion. Susanne leads also a programme focused on resolving board conflicts which she delivers around the world. An accredited mediator in the UK and Germany, Susanne has facilitated more than 100 mediation and conflict management cases to a constructive resolution. She has written papers on effective conflict resolution and negotiation in French, German and English.

Born in Namibia, Susanne has lived, studied and worked in Germany, Spain, France, Belgium, and the Americas.

  1. A Brief History of Conflict 
    1. Sources and Types of Conflict 
    2. Conflict Escalation 
    3. Conflict Styles 
    4. Conclusion: What is a ‘Useful’ Conflict for Mediation 
    5. Reflection And Practical Tips 
  2. Intercultural 
    1. What is Culture? 
    2. Marginalities 
    3. Realms and Realities 
    4. Context – Ethical Considerations 
    5. Conclusion and Reflection 
  3. Mediation 
    1. What is Mediation? 
    2. Mediation on the Adr (Alternative Dispute Resolution) Spectrum 
    3. The Phases of Mediation 
    4. Types of Mediation 
    5. Conclusion: Which Type(s) of Mediation is (Are) Suitable for Intercultural Conflicts? 
    6. Reflection 
  4. Mediator 
    1. Properties of a Great Mediator 
    2. Conclusion and Reflection: Who is a Suitable Mediator 
  5. Challenges And How To Overcome Them 
    1. Biases 
    2. Legitimacy 
    3. Conclusion: Culture and Legitimacy 
    4. Reflection and Exercise 
  6. Tools – Methods and Techniques 
    1. Active Listening 
    2. Power and Em-Power-Ment 
    3. Trust Building 
    4. Stakeholder Mapping 
    5. Conclusion and Reflection 
  7. Developing as a Mediator 
    1. Getting Started 
    2. Test Your Mediation Competence 
    3. Conclusion: Key Developmental Steps 
  8. Top Tips for Intercultural Mediation 
  9. Final Conclusions 
  10. Outlook 

This is a useful book, especially in our South African environment where the cultural diversity is still a challenge in education, work, religion - all aspects of life. it gives some insight on how to approach the diverse and often tricky situations we encounter. It is a must in your electronic library.
I think this book would provide assistance for those looking forward to boost their communication skills and other soft skills related to the job performance and team working witch have become of higher importance for successful managers and team members everywhere.
A great book not only if you work in this field. Helps you deal with difficult situations at work or at home. Definitely worth reading!
This book places mediation in an international context and provides plenty of background information as well as useful tools. A multitude of practical examples bring the theory to life. Susanne Schuler is clearly an expert in her field and shares her insights and wisdom. Highly recommended reading for those working in the fields of mediation as well as culture
Mediation, as defined by Wikipedia, is a dynamic, structured, interactive process where a neutral third party assists disputing parties in resolving conflict through the use of specialized communication and negotiation techniques. A theoretical, dry description that would certainly discourage most of us from wanting to learn more. But there are people, who know how to make the subject lively and interesting. Susanne Schuler's book "Intercultural Mediation at Work" is exactly that – a concise, easy-to-read description of intercultural mediation and in just 79 pages! Admittedly, you won't be a top mediator just by reading this short work, but it gives you a nice overview of the field and good advice on how to get started. The book begins with the origins of human conflict, the different conflict styles (from avoiding to collaborating), defines culture, mediation, characteristics of a great mediator, justifications for behavior and links all this together with methods and techniques. At the end of each chapter, there's a reflection and practical tip section to help synthesize the newly acquired knowledge. Although the book is about intercultural relations, it importantly stresses that cultural differences are not the only factors in conflict; there are others that need to also be considered, such as one's own personal styles and biases. The chapter I enjoyed the most was the author's "Properties of a great mediator". First, she writes that there are the interpersonal skills, such as empathy, an open and curious attitude, active listening. Second, a certain experience and expertise in mediating. What this means is that mediators are not experts in the specific fields they are intervening in. Rather, they are acting as process managers and the parties concerned are the experts, finding themselves a solution to their conflict. Lastly, there are the competences, acquired through recognized mediation trainings.
Succinct and to the point power book that tells it like it is. Great book for mediators and conflict resolution specialists alike.
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