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08 Conciliation, mediation and arbitrati... > Mediation skills criteria - Pg. 115

Conciliation, Mediation and arbitration 115 Describe the benefits of the proposed course of action: for example `The advantages of this course of action are...', `the benefits are...' Provide incentives for doing something: for example `If you do this, we will be able to...' State the consequences of not doing something: for example `If you do not do this, we will have to...' When you have stated your position, pause. Using a pause: gives you time to formulate the right words; adds emphasis to what you say; allows the customer time to think before answering. Mediation skills criteria Here is a checklist that we use as part of our complaint-handling mediation