Action Lines:
The telephone complaint processing services, provided by individuals or organizations. Most commonly, action line programs are referred to as ěoffices of information and complaintî within government agencies, private industries, and the media.
Active Listening:Active listening is a way of listening that focuses entirely on what the other person is saying, and confirms understanding of both the content of the message and the emotions and feelings underlying the message, to ensure that understanding is accurate.
Adjudication: The solution to a particular conflict as determined by a judge or administrative hearing officer with the authority to rule on the issue in dispute. Generally speaking, adjudication also implies that judgments will be rendered according to objective standards, rules, or laws.
Keyword(s):
ADR: "Alternative Dispute Resolution" - Methods by which legal conflicts and
disputes are resolved through negotiation, conciliation, mediation and many types of arbitration. ADR
is less formal than a court process and can include the appointment of
a third-party to preside over a hearing between the parties. ADR is private, costs less and is quicker than court litigation. However, it does result in compromise.
Keyword(s):
Adversarial Approach:
The adversarial approach to a conflict sees the other party or parties as an enemy to be defeated. It can be compared to the problem-solving approach, which views the other party or parties as people who have a common problem that needs to be jointly solved. The adversarial approach typically leads to competitive confrontation strategies, while the problem-solving approach leads to cooperative or integrative strategies for approaching the conflict situation.
Keyword(s):
Adversary:Adversaries are people who oppose each other in a conflict. They are also called opponents, parties, or disputants.
Keyword(s):
Advocacy:Advocacy is the process of taking and working for a particular side's interests in a conflict. Lawyers engage in advocacy when they represent a client in a legal proceeding. Disputants can also engage in advocacy themselves--arguing for their own position in negotiation, mediation, or a political debate. Any attempt to persuade another side to agree to your demands is advocacy.
Agreement: 1.†† †The act of agreeing. 2.†† †Harmony of opinion; accord. 3.†† †An arrangement between parties regarding a course of action; a covenant. 4.†† †Law. †† a. A properly executed and legally binding contract. †† b. The writing or document embodying this contract.
Keyword(s):
Amnesty: The granting of a pardon for past offenses--especially political offenses--including, for example, human rights violations and war crimes.
Analytical Problem Solving: This is an approach to deeply-rooted or intractable conflicts that brings disputants together to analyze the underlying human needs that cause their conflict, and then helps them work together to develop ways to provide the necessary needs to resolve the problem.
