Listening and mediation as a lever for transforming a conflictual state into a cooperative state

La escucha y la mediación como palanca para transformar un estado conflictivo en un estado cooperativo

Renaud Petit () and Véronique Zardet ()
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Renaud Petit: ISEOR - Institut de Socio-économie des Entreprises et des ORganisations - Institut de socio-économie des entreprises et des organisations, MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon
Véronique Zardet: ISEOR - Institut de Socio-économie des Entreprises et des ORganisations - Institut de socio-économie des entreprises et des organisations, MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon

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Abstract: Listening and mediation are powerful levers of success for leading organizational change. The transformation of the numerous individual conflicts and resistances, natural phenomena in organizations, into cooperation is the main managerial response to obtain collective performance. The remarkable qualitative, quantitative and financial results of the combined implementation of socio-economic management and the Non-Violent Communication approach, within an institution in the health and social sector, attest to this. The right mix of the roles of methodologist/mediator/therapist of the managers is decisive for the sustainable and continuous success of the cooperation in the professional environment.

Keywords: Conflict/cooperation; Negotiation; nonviolent communication; Empathetic listening; Health and Social Establishment; Global cohesion; Therapist factor; Etablissement sanitaire ou médicosocial ESMS; Ecoute empathique; Communication non-violente; Rôle thérapeuthe; Négociation; conflit/coopération; Cohésion globale (search for similar items in EconPapers)
Date: 2021
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Published in In Henri Savall; Véronique Zardet (eds.). Traité du management socio-économique, Théorie et pratiques, Editions EMS - Management & Société, pp.294-305, 2021, Col. Management socio-économique et recherche-intervention, 978-2-37687-470-6. ⟨10.3917/ems.saval.2021.01.0294⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03635957

DOI: 10.3917/ems.saval.2021.01.0294

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