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What you're describing is the gist of Transformative Mediation, you should read about it, it totally goes with what you're talking about. Folger and Bush wrote a book about it called "The Promise of Mediation". It's the model that the USPS uses for it's conflict resolution method (called REDRESS) and drastically lowered their cases going to litigation/people feeling heard.
Toggle Commented Jul 7, 2010 on How To Listen at Re:Focus
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Jul 7, 2010