Wait a Minute – How Do You Know That?

Mar 10, 2011

An administrator from a large commercial insurance company calls you at Y.C.O. “You Control the Outcome” (an ADR organization specializing in mediation). He tells you that his best friend just got divorced. He was surprised that it was not as bad as many other people’s divorces. His friend said it was because they had a mediator who smoothed the process out and helped them both move on without too many hostile feelings. Moreover, his friend bragged about how much money and time his ex-wife and he had saved by mediating their divorce. The administrator (we’ll call him Dave) asks you how would mediation help his firm get faster, cheaper, and better settlements to their disputes. You are so excited you tell him yes, you and your associates specialize in helping organizations resolve their conflicts efficiently and economically. Wait a minute—how do you know that’s true?

This column will help us figure out how to separate the hype from the facts, the marketing claims from the reality. First though, we have to venture into a little bit of philosophy. Then, we’ll come back to what to tell Dave. (more…)

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