医疗纠纷调解促进式倾听模式构建

The Formation of the Facilitative Listening Model in the Meditation of Medical Disputes

在医疗纠纷中,患方通常带有极大的负面情绪,故对患方情绪的倾听和接纳尤为重要。在促进式调解模式的基础上,抓住调解与法院判决的不同之处,按照不评价、不做判断、全盘接纳的中立性要求,从行为规范、话语格式到规避事项等方面,构建了规范化的倾听模式,包括将带有情绪色彩的词汇过滤掉,当事者双方都要面对调解员发言,在回应时将消极的话语转换成积极、正面的话语等技能。促进式倾听技能,不是言语化的指南式的技巧,而是通过不断演练,在调解中自然地流露出的身体记忆。

In medical disputes,the patients generally have strong negative emotions,therefore it is important to listen and accept the emotional appeals of them.In details,one should perform facilitative meditation and recognize the differences between mediations and court trials,which requires exclusion of evaluation and judgement,full acceptance,and being neutral at all times.The requirement accompanied with the behavioral standards,the verbal layouts,and circumvention items form the effective listening model,which includes the skills to filter phrases with negative intonation.Both parties should normally face the mediator when speaking,and translating negative words into positive ones.Facilitative listening skills are not verbal guidance skills,but body memories naturally revealed in mediation through simulations.