Mediating and policing community disputes: Developing new methods for role-play communication skills training

Lead Research Organisation: Loughborough University
Department Name: Social Sciences

Abstract

Abstracts are not currently available in GtR for all funded research. This is normally because the abstract was not required at the time of proposal submission, but may be because it included sensitive information such as personal details.
 
Description The project pioneered CARM, the 'Conversation Analytic Role-play Method', an approach to communication skills training for public and third sector users. In contrast to the simulated role-play encounters that are pervasive in communication training, CARM uses anonymized recordings of actual encounters between members of the public and organization staff. Because CARM evolved out of previous ESRC-funded research about the organizations that manage neighbour disputes, the focus was on community mediation and police services. In workshops, participants examine the roadblocks that occur in real mediators' or police officers' interactions, and discuss analysis-based examples of good and bad practice.



Each mediation and police service received two workshops, with the second being a collaboratively designed bespoke session. Participating services included those involved in the original 'neighbour dispute' study, some who were contacted directly to maximize the reach of CARM across the UK, Ireland and USA, but many were new services who made unsolicited contact having heard about CARM from colleagues. Over 70 workshops and lectures were delivered during the course of the project; double the number in the original proposal. CARM has been adopted by academics running workshops with other user groups (e.g., call-takers, medics). In June 2012, the first national CARM workshop ran at Loughborough University; the first email discussion list was set up for and subscribed by over 200 mediators. In October 2012, CARM was accredited by the UK College of Mediators, impacting on training practice orthodoxy and making it a nationally recognized method for the Continuing Professional Development of mediators.
Exploitation Route The project developed a pioneering approach to communication training: the 'Conversation Analytic Role-play Method' (CARM). The objective was to impact existing training practice, which customarily uses role-played, simulated encounters. In contrast, CARM uses audio recordings of actual interactions as the basis for training, starting with research-based evidence about the roadblocks that occur in their conversations and how to overcome them. It can be adapted to any workplace or institutional encounter for which recordings can be made. CARM is already being used by other academics in non-academic contexts for communication training, including doctor-patient interaction (University College London), student-load company interactions with students (Uppsala University, Sweden), performance appraisal (Karlstad University, Sweden), and NSPCC helplines (Loughborough University). As a 'follow-on' project which delivered research-based communication skills training to community mediators and police services, it was intrinsically about and for how research can be put to use. CARM has been accredited by the UK College of Mediators such that participants gain Continuing Professional Development Points on completion of a workshop.
Sectors Communities and Social Services/Policy,Government, Democracy and Justice,Retail

URL http://www.carmtraining.org
 
Description Impact on conventional mediation training in the UK
Geographic Reach National 
Policy Influence Type Influenced training of practitioners or researchers
Impact My work has impacted conventional mediation training in the UK; it has also impacted in other training environments via myself and other academics studying other workplace settings (e.g., medicine, business).
 
Description Ministry of Justice consultancy
Geographic Reach National 
Policy Influence Type Gave evidence to a government review
Impact I consulted on the Ministry of Justice's promotional materials for family mediation, changing both the design and wording of their online video and posters.
URL http://www.youtube.com/watch?v=va59Ksk6XZQ
 
Description Birmingham Community Healthcare Trust
Amount £22,000 (GBP)
Organisation Birmingham Community Healthcare NHS Trust 
Sector Public
Country United Kingdom
Start 11/2013 
End 11/2014
 
Description Higher Education Innovation Fund
Amount £65,000 (GBP)
Organisation Loughborough University 
Sector Academic/University
Country United Kingdom
Start 06/2013 
End 07/2015
 
Title Conversation Analytic Role-play Method CARM 
Description None of the options describe CARM. 
Type Of Material Model of mechanisms or symptoms - human 
Year Produced 2012 
Provided To Others? Yes  
Impact Other colleagues in UK and overseas HEIs have adopted CARM to develop impact in their communication research. 
URL http://www.carmtraining.org
 
Description Airstream consultancy 
Organisation Airstream Consultancy
Country United Kingdom 
Sector Private 
PI Contribution Airstream and Bourne Leisure worked together to bring £30K investment in an RA to develop training for sales calls in the holiday and double-glazing sales calls arenas.
Collaborator Contribution Airstream are seeking new contracts and clients for CARM training workshops.
Impact None yet; workshops will start in 2015.
Start Year 2013
 
Description CARM commercial 
Organisation Bourne Leisure
Country United Kingdom 
Sector Private 
PI Contribution We are studying 'buying calls' into the holiday company from customers to identify what works and what is less effective, in order to develop training.
Collaborator Contribution They are investing £30K to employ a post-doc RA for 6 months,
Impact The output will be a communication training workshop
Start Year 2014
 
Description Hostage negotiation training 
Organisation Metropolitan Police Service
Country United Kingdom 
Sector Public 
PI Contribution We are studying recordings of hostage negotiation to better understand what is effective in such communication.
Collaborator Contribution They are supplying data and funds for transcription.
Impact Output will be a training workshop
Start Year 2014
 
Description Analyzing neighbour mediation calls : implications for mediation practice and training 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact This was a communication skills workshop presentation delivered to a community mediation service, using the 'Conversation Analytic Role-play Method' (CARM) developed as part of the follow-on project.
Year(s) Of Engagement Activity
 
Description Analyzing neighbour mediation calls : implications for mediation practice and training 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact This was a workshop presentation about CARM delivered to undergraduate students on a conflict resolution course.
Year(s) Of Engagement Activity
 
Description Applying designedly large scale qualitative research : conversation analysis and communication training 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Invited paper presented, Centre for Applied Research in Psychology, Coventry University
Year(s) Of Engagement Activity 2012
 
Description CARM: The Conversation Analytic Role-play Method 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact Workshops presented at Comunication Studies Department (Northeastern University Boston) / Department of Communication (University of New Hampshire), March.
Year(s) Of Engagement Activity
 
Description Converting calls into clients: How conversation analysis can work for you 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact If you've ever had a conversation that didn't go quite right, then this workshop is for you. Professor Elizabeth Stokoe has trained over 300 mediators and police officers in the UK and the US on good and bad professional communication practice. Using examples from actual conversation in a variety of settings - from everyday conversation with friends and speed-dating, to police interviews with suspects and mediators interacting with clients - the session will explain how research-based evidence on interaction can be used to turn calls into clients and improve communication generally
Year(s) Of Engagement Activity
 
Description Detailed research, mountains of energy : DMS's recent workshop 
Form Of Engagement Activity A magazine, newsletter or online publication
Part Of Official Scheme? No
Primary Audience
Results and Impact Article in The Devon Mediator, the newsletter of the Devon Mediation Service, December 2011
Year(s) Of Engagement Activity 2011
URL http://www.devon-mediation.org.uk/documents/newsletter2011dec.pdf
 
Description Examining mediators' communication roadblocks 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact This was a communication skills workshop presentation to a community mediation service, using the 'Conversation Analytic Role-play Method' (CARM) developed as part of the follow-on project.
Year(s) Of Engagement Activity
 
Description Examining mediators' communication roadblocks 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact This was a communication skills workshop presentation to a community mediation service, using the 'Conversation Analytic Role-play Method' (CARM) developed as part of the follow-on project.
Year(s) Of Engagement Activity
 
Description Experiences of & lessons learnt from applying CA to communication skills training in various settings : CARM 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact I was invited to speak at a practitioner-academic workshop, "Provider-client interaction and adherence to ART" at the Institute for International Health and Development, Queen Margaret University, Edinburgh
Year(s) Of Engagement Activity
 
Description How to do the 'conversation analytic role-play method' 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact This was an invited workshop presentation at the School of Humanities, Education and Social Science, Örebro University, Sweden.
Year(s) Of Engagement Activity
 
Description How to sell mediation 
Form Of Engagement Activity A magazine, newsletter or online publication
Part Of Official Scheme? No
Primary Audience
Results and Impact Article in Brighton And Hove Independent Mediation Service Newsletter
Year(s) Of Engagement Activity 2012
URL http://bhimsdotorg.wordpress.com/2012/07/18/how-to-sell-mediation/
 
Description Identifying effective practices for resilient mediation services 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Guest speaker, Ealing Mediation Service AGM, July.
Year(s) Of Engagement Activity 2013
 
Description Identifying effective practices for resilient mediation services 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Invited guest speaker, Bromley Community Mediation Service AGM, July.
Year(s) Of Engagement Activity 2013
 
Description Mediating and policing neighbour disputes : the 'conversation analytic role-play method' as an alternative to simulated communication training 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Invited paper presented to the Department of Human Communication Sciences, University of Sheffield.
Year(s) Of Engagement Activity 2012
 
Description Mediating and policing neighbour disputes : the 'conversation analytic role-play method' as an alternative to simulated communication training 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Invited lecture given to Department of English, Karlstad University, Sweden. Colleagues are now using CARM in their own work.
Year(s) Of Engagement Activity 2012
 
Description Mediating and policing neighbour disputes : the 'conversation analytic role-play method' as an alternative to simulated communication training 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Invited lecture presented at School of Humanities, Education and Social Science, Orebro University, Orebro University, Sweden.
Year(s) Of Engagement Activity 2012
 
Description Mediating neighbour disputes 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Invited paper presented to Networking meeting on "Translating Cultures in International Mediation", University of Nottingham
Year(s) Of Engagement Activity 2012
 
Description Neighbour disputes and conflict : institutional-interactional findings from a large-scale qualitative project 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact This was an invited seminar presentation, in which I presented findings from the neighbours project and the current work with mediation training.
Year(s) Of Engagement Activity
 
Description Neighbour disputes, mediation, and communication training : using conversation analysis to develop alternatives to simulated role-play 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact Presented at invited seminar about CARM to academics at at School of Communication and Information, Rutgers University, USA.
Year(s) Of Engagement Activity
 
Description State of Britain's neighbours 
Form Of Engagement Activity A magazine, newsletter or online publication
Part Of Official Scheme? No
Primary Audience
Results and Impact Article in Brighton And Hove Independent Mediation Service Newsletter
Year(s) Of Engagement Activity 2012
URL http://bhimsdotorg.wordpress.com/2012/05/13/state-of-britains-neighbours/
 
Description Talk in theory, talk in practice : applying findings and creating impact from conversation analytic studies of gender and interaction 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact This paper will describe and illustrate a conversation analytic approach to the study of gender, which is capable of showing whether, when and how gender becomes consequentially relevant within any given communicative encounter. Drawing on a large and varied corpus of video- and audio-recordings of institutional interaction, the paper aims to do four things. First, show that robust claims about the gendering of social life can be made once those claims are grounded in what people actually say and do. Second, show the systematic patterns in people's endogenous orientations to gender can be found in institutional and everyday interaction. Third, describe a real-world application of this kind of conversation analytic work, to develop communication training based in actual interaction, rather than simulated encounters. Finally, explore the implications of studying actual and simulated interaction for psychological research methods.
Year(s) Of Engagement Activity 2012
 
Description Talk in theory, talk in practice : social psychology, research methods, and the 'interactional imperative' 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Invited paper presented, Department of Psychology, Open University
Year(s) Of Engagement Activity 2012
 
Description The (in)authenticity of simulated talk: Comparing role-played and actual interaction and the problems of communication training 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Paper presented, Institutionen för pedagogic, Uppsala University, December.
Year(s) Of Engagement Activity 2013
 
Description The (in)authenticity of simulated talk: Comparing role-played and actual interaction and the problems of communication training 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact Paper presented, Department of Psychology, Edinburgh University, February.
Year(s) Of Engagement Activity
 
Description The Conversational Racetrack: The Conversation Analytic Role-play Method 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact Invited workshop/seminar to a law firm - KCH Garden Square Chambers, Nottingham.
Year(s) Of Engagement Activity
 
Description The Conversational Racetrack: The Conversation Analytic Role-play Method 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Plenary lecture, Dispute Resolution Conference, Nottingham, September
Year(s) Of Engagement Activity 2013
 
Description The conversation analytic role-play method 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Primary Audience
Results and Impact Presentation at a Meeting of London Family Mediation Group
Year(s) Of Engagement Activity 2012
 
Description The conversation-analytic role-play method (CARM) and the problems of simulated role-play training 
Form Of Engagement Activity A talk or presentation
Part Of Official Scheme? No
Geographic Reach International
Primary Audience Professional Practitioners
Results and Impact Presentation about CARM presented to RogenSi Consultancy, London. I presented CARM to a company that delivers communication training. Discussions about CARM are still ongoing.

I presented CARM to a company that delivers communication training. Discussions about CARM are still ongoing.
Year(s) Of Engagement Activity 2012
 
Description The conversational racetrack: Applying designedly large-scale conversation analytic research 
Form Of Engagement Activity Participation in an activity, workshop or similar
Part Of Official Scheme? No
Primary Audience
Results and Impact Paper presented, Department of Sociology, Uppsala University, September
Year(s) Of Engagement Activity