MEDIATION AS A COMMUNICATIVE TECHNOLOGY FOR CONFLICT RESOLUTION: PSYCHOLOGICAL ASPECT

Abstract

The article analyzes mediation as an effective communication technology aimed at resolving conflicts in interpersonal and social contexts. The psychological mechanisms underlying the mediation process are considered, in particular the importance of empathy, active listening, emotional intelligence and dialogical skills. Particular attention is paid to the role of the mediator’s professional training and the influence of communication strategies on the effectiveness of overcoming conflict situations.In their studies, Rybak L., Shevchenko L. and Shepel O. emphasize that mediation contributes to the formation of constructive models of resolving conflicts and restoring broken interpersonal relationships.Mediation is particularly effective in cases where the parties do not want or are unable to disclose the content of the agreements to third parties; when a high level of emotional tension, in particular affective reactions such as anger, prevents constructive dialogue; in conditions of shortage of time or resources; and also in case of interest of participants in preserving friendly or partnership relations with the prospect of further interaction. The materials of the article may be of practical interest to specialists in the fields of psychology, sociology, conflictology, as well as to practicing mediators. Among the key advantages of mediation are: reduction of emotional tension, preservation of interpersonal and professional relations, voluntary and parity nature of participation of the parties, as well as orientation on their interests, and not only legal positions.The flexibility, informal nature of the procedure and efficiency of implementation of mediation make it especially attractive for the business environment. Integration of mediation as a communicative tool for conflict resolution into internal organizational processes contributes not only to stabilization of the socio- psychological climate, but also acts as a significant factor in ensuring sustainable development of the enterprise.