Download - Communication, Coaching
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LEADERSHIP:LEADERSHIP:Theory, Application, Skill Theory, Application, Skill
DevelopmentDevelopment
2d Edition2d EditionRobert N. Lussier Robert N. Lussier
and Christopher F. Achuaand Christopher F. Achua
This presentation edited and enhanced byThis presentation edited and enhanced by: :
George W. CrawfordGeorge W. CrawfordAsst. Prof. of Mgmt.Asst. Prof. of Mgmt.
Clayton College & State UniversityClayton College & State University
Morrow, GA 30260Morrow, GA 30260
[email protected]@mail.clayton.edu
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Chapter 6Chapter 6
Communication, Communication, Coaching, andCoaching, andConflict SkillsConflict Skills
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Chapter 4 Chapter 4 Learning OutcomesLearning Outcomes
• Oral message sending processOral message sending process• Three parts of message receiving Three parts of message receiving
processprocess• ParaphrasingParaphrasing• FeedbackFeedback• Coaching modelCoaching model• 5 Management conflict styles5 Management conflict styles• Conflict resolution modelConflict resolution model
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What is What is Communication?Communication?
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What is What is Communication?Communication?
• Communication is the Communication is the process of conveying process of conveying information and meaninginformation and meaning
• Effective communication Effective communication involves the ability to involves the ability to transmit and receive transmit and receive information with a high information with a high probability that the intended probability that the intended message is passed from message is passed from sender to receiversender to receiver
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What is What is Communication?Communication?
•The sharing of The sharing of information between information between individual or groups to individual or groups to reach a common reach a common understanding in order to understanding in order to accomplish accomplish organizational goals and organizational goals and objectivesobjectives
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Is Communication an Is Communication an Important Leadership Important Leadership
Skill?Skill?
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Is Communication an Is Communication an Important Leadership Important Leadership
Skill?Skill?• Effective leaders are Effective leaders are
effective communicatorseffective communicators• Organizations with effective Organizations with effective
communications systems are communications systems are more likely to be successfulmore likely to be successful
• An important part of a An important part of a manager’s job is to give manager’s job is to give instructionsinstructions
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When you want to When you want to send a message, send a message,
what is the first step what is the first step you should take?you should take?
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When you want to When you want to send a message, what send a message, what
is the first, very is the first, very important, step you important, step you
should take?should take?
Plan the MessagePlan the Message
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What Messages What Messages Should Should
a Leader Plan?a Leader Plan?
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What Messages What Messages Should Should
a Leader Plan?a Leader Plan?• All MessagesAll Messages– Oral, face-to-faceOral, face-to-face– Oral, telephoneOral, telephone– WrittenWritten
• On paperOn paper• E-mailE-mail
• Then review and edit or practiceThen review and edit or practice• The activities will greatly The activities will greatly
enhance communications enhance communications effectivenesseffectiveness
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Plan Your MessagesPlan Your Messages
• Purpose of message (goal)?Purpose of message (goal)?• To whom (receiver)?To whom (receiver)?• How (media)?How (media)?• When (timing)?When (timing)?• Where (setting)?Where (setting)?
– Limit distractions (called Limit distractions (called noise)noise)
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Develop RapportDevelop Rapport
State Communication PurposeState Communication Purpose
Transit MessageTransit Message
Check UnderstandingCheck Understanding
Get Commitment / Follow UpGet Commitment / Follow Up
Oral Message Sending Oral Message Sending ProcessProcess
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Who Has the Primary Who Has the Primary Responsibility to Ensure Responsibility to Ensure
that a Message is that a Message is Understood?Understood?
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Who Has the Primary Who Has the Primary Responsibility to Ensure Responsibility to Ensure
that a Message is that a Message is Understood?Understood?
•The senderThe sender– Knows what the message is Knows what the message is
supposed to conveysupposed to convey
•But this doesn’t let the But this doesn’t let the receiver off the hookreceiver off the hook– Must do everything possible Must do everything possible
to understand received to understand received messagesmessages
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Message Receiving Message Receiving ProcessProcess
ListeningListening
�Pay attentionPay attention
�Avoid Avoid distractionsdistractions
�Stay tuned inStay tuned in
�Don’t interruptDon’t interrupt
�Watch Watch nonverbalsnonverbals
�Ask questionsAsk questions
�Take notesTake notes
�Convey meaningConvey meaning
AnalyzingAnalyzing
�ThinkThink
�Evaluate after Evaluate after listeninglistening
Check Check UnderstandingUnderstanding
�ParaphraseParaphrase
�Watch nonverbalsWatch nonverbals
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Don’t Forget to Don’t Forget to AnalyzeAnalyze
Analyze what?Analyze what?
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Don’t Forget to Don’t Forget to AnalyzeAnalyze
• Think about the messageThink about the message• Translate it from symbols Translate it from symbols
to thoughtto thought– WordsWords– NumbersNumbers– GraphsGraphs
• Analyze and EvaluateAnalyze and Evaluate
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What is the Most What is the Most Powerful Method to Powerful Method to
Ensure that Ensure that Messages You Send Messages You Send
are Understood?are Understood?
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What is the Most What is the Most Powerful Method to Powerful Method to
Ensure that Ensure that Messages You Send Messages You Send
are Understood?are Understood?•Ask the receiver(s) to Ask the receiver(s) to
paraphraseparaphrase– What in the world is What in the world is
“paraphrase”?“paraphrase”?
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ParaphrasingParaphrasingthe process of the process of
having the having the receiver restate receiver restate the message in the message in his or her own his or her own
words to words to ensure that ensure that
communication communication has taken placehas taken place
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2 Common 2 Common Approaches to Approaches to
Getting FeedbackGetting Feedback(and why they don’t work)(and why they don’t work)• Send the Send the
entire entire message and message and assume it has assume it has been conveyed been conveyed with mutual with mutual understandingunderstanding
• Give the Give the entire entire message message followed by followed by asking asking “Do “Do you have any you have any questions?”questions?”
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Receivers have cultural barriersReceivers have cultural barriers
Receivers feel ignorantReceivers feel ignorant
Receivers are ignorantReceivers are ignorant
Reluctance to point out sender’s ignorance
Reluctance to point out sender’s ignorance
4 4 ReasonsReasons
WhyWhyPeople People Do NotDo Not
AskAskQuestionsQuestions
4 4 ReasonsReasons
WhyWhyPeople People Do NotDo Not
AskAskQuestionsQuestions
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Paraphrasing Helps Paraphrasing Helps to Resolve These to Resolve These
ProblemsProblems•There will still be There will still be
problems problems •But when paraphrasing is But when paraphrasing is
done correctly done correctly – communication communication effectiveness improves effectiveness improves drasticallydrastically
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Paraphrasing is Paraphrasing is One type of - - -One type of - - -
(what) ?(what) ?
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Paraphrasing is Paraphrasing is One type of - - - One type of - - -
(what) ?(what) ?•FeedbackFeedback
– The process of verifying The process of verifying messages and determining messages and determining if objectives are being metif objectives are being met
•Then what in the world is Then what in the world is “negative feedback”?“negative feedback”?
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Then what in the Then what in the world is “negative world is “negative
feedback”?feedback”?•CriticismCriticism
– No one really likes criticismNo one really likes criticism– Effective leaders learn to Effective leaders learn to deal with criticism directed deal with criticism directed at themat them•The best leaders ask for itThe best leaders ask for it•It helps them to improveIt helps them to improve•Need to handle emotion and Need to handle emotion and defensivenessdefensiveness
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So just what is this So just what is this coaching thing all coaching thing all
about?about?•Little league?Little league?•Soccer?Soccer?•Debate?Debate?
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So just what is this So just what is this coaching thing all coaching thing all
about?about?•Little league?Little league?•Soccer?Soccer?•Debate Team?Debate Team?
No but the concepts No but the concepts are much the same!are much the same!
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What is a Coach?What is a Coach?
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What is a Coach?What is a Coach?• A teacherA teacher• Someone who shows an Someone who shows an
individual or team how to individual or team how to improve skills and performanceimprove skills and performance– Is this ever a need in business or Is this ever a need in business or
other organizations?other organizations?
So why do we always think in So why do we always think in terms of some competitive terms of some competitive activity?activity?
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Provide Provide Modeling Modeling
andandTrainingTraining
DevelopDevelopSupportiveSupportive
WorkingWorkingRelationshiRelationshi
pp
Make Make FeedbackFeedbackTimely,Timely,
Yet FlexibleYet Flexible
Give Praise Give Praise and and
RecognitioRecognitionn
Give Give CoachingCoachingFeedbackFeedback
Give Give SpecificSpecific
FeedbackFeedback
Focus onFocus onBehaviorBehaviorNot theNot thePersonPerson
Don’tDon’tCriticizeCriticize
Avoid BlameAvoid Blameandand
EmbarrassmEmbarrassmentent
Have Have EmployeesEmployees
Assess Their Assess Their OwnOwn
PerformancePerformance
CoachingCoachingGuidelineGuideline
ss
CoachingCoachingGuidelineGuideline
ss
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Coaching Feedback Coaching Feedback vs Criticismvs Criticism
• Coaching feedback Coaching feedback is based on a good is based on a good supportive supportive relationship and on relationship and on the follower doing the follower doing a self-assessment a self-assessment of performance. It of performance. It is specific, is specific, descriptive, and descriptive, and makes people feel makes people feel like winners. like winners.
• CriticismCriticism is is judgmentjudgmental and al and makes makes people people feel like feel like losers.losers.
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What is an effective What is an effective method of coaching?method of coaching?
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Job Instructional Job Instructional Training (Coaching) Training (Coaching)
StepsStepsPreparation of the traineePreparation of the traineePreparation of the traineePreparation of the trainee
Trainer presentation of the taskTrainer presentation of the taskTrainer presentation of the taskTrainer presentation of the task
Trainer performance of the taskTrainer performance of the taskTrainer performance of the taskTrainer performance of the task
Follow-upFollow-upFollow-upFollow-up
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Attribution Attribution TheoryTheory
is used to explain is used to explain the process the process managers go managers go through to through to determine the determine the reasons for effective reasons for effective or ineffective or ineffective performance and performance and deciding what to to deciding what to to about itabout it
is used to explain is used to explain the process the process managers go managers go through to through to determine the determine the reasons for effective reasons for effective or ineffective or ineffective performance and performance and deciding what to to deciding what to to about itabout it
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1. 1. Describe Describe CurrentCurrent
PerformancePerformance
2. 2. DescribeDescribeDesiredDesired
PerformancePerformance
4. 4. Follow UpFollow Up
3. 3. Get a Get a Commitment Commitment
to the to the ChangeChange
TheThePerformanPerforman
ceceFormula Formula
(Coaching)(Coaching)Also works Also works
with with conflict conflict
resolutionresolution
TheThePerformanPerforman
ceceFormula Formula
(Coaching)(Coaching)Also works Also works
with with conflict conflict
resolutionresolution
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What is What is Mentoring?Mentoring?
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What is Mentoring?What is Mentoring?• A form of coachingA form of coaching• Usually between an experienced Usually between an experienced
manager and a young managermanager and a young manager– To develop the protégéTo develop the protégé– Helps to build mentor’s power baseHelps to build mentor’s power base
• May be formal (assigned) or May be formal (assigned) or informalinformal– Informal seems to work bestInformal seems to work best– Like most relationships, based on Like most relationships, based on
chemistry between participantschemistry between participants
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What is Conflict?What is Conflict?
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What is Conflict?What is Conflict?
A conflict A conflict exists exists whenever whenever people are in people are in disagreemendisagreement and t and oppositionopposition
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Conflict Management Conflict Management StylesStylesHigh
Concern for
Others’ Needs
Low Concern for
Others’ and Own Needs
High Concern
forOthers’
and Own Needs
High Concern
forOwn Needs
AccommodatingAccommodatingPassive Passive
You Win, I LoseYou Win, I Lose
Collaborating Collaborating Assertive Assertive
You Win, I WinYou Win, I Win
Negotiating Negotiating AssertiveAssertive
You Win Some, I Win SomeYou Win Some, I Win Some
Avoiding Avoiding PassivePassive
You Lose, I LoseYou Lose, I Lose
Forcing Forcing AggressiveAggressive
You Lose, I WinYou Lose, I Win
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Why Should Leaders Why Should Leaders be Concerned with be Concerned with
Conflict?Conflict?
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Why Should Leaders Why Should Leaders be Concerned with be Concerned with
Conflict?Conflict?• Inevitable fact of life & Inevitable fact of life &
leadershipleadership•Conflict Resolution is an Conflict Resolution is an
important skill of important skill of leadershipleadership
So what is this thing So what is this thing called “conflict”?called “conflict”?
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Conflict: Conflict: Good or Good or Evil?Evil?
Conflict occurs when two opposing Conflict occurs when two opposing parties have interests or goals parties have interests or goals that appear to be incompatible that appear to be incompatible due to:due to:– Strong differences in values, beliefs, Strong differences in values, beliefs,
or goalsor goals– Competing for resources and rewardsCompeting for resources and rewards– Leaders acting in a manner Leaders acting in a manner
inconsistent with the vision & goals inconsistent with the vision & goals of the organizationof the organization
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Conflict: Conflict: Good or Good or Evil?Evil?• Can be organizational (work Can be organizational (work
related) or personalrelated) or personal– Personal can start as Personal can start as
organizationalorganizational– Personal is most difficult to Personal is most difficult to
resolveresolve– Can become institutionalizedCan become institutionalized
•Live on long after the Live on long after the protagonists have moved onprotagonists have moved on
•Cause of conflict mayCause of conflict may not even not even be rememberedbe remembered
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Conflict: Conflict: Good or Good or Evil?Evil?
What are the What are the Possible Positive Possible Positive
Effects?Effects?
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Conflict: Conflict: Good or Good or Evil?Evil?
Possible Positive Effects:Possible Positive Effects:• Increased effortIncreased effort• Suppressed feelings get airedSuppressed feelings get aired• Better understandingBetter understanding• Impetus for changeImpetus for change• Better decision makingBetter decision making• Key issues surfacedKey issues surfaced• Critical thinking stimulatedCritical thinking stimulated
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Conflict: Conflict: Good or Good or Evil?Evil?
What are the What are the Possible Negative Possible Negative Effects?Effects?
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Conflict: Conflict: Good or Good or Evil?Evil?
Possible Negative Effects:Possible Negative Effects:• Reduced productivityReduced productivity• Decreased communicationDecreased communication• Negative feelingsNegative feelings• StressStress• Poorer decision makingPoorer decision making• Decreased cooperationDecreased cooperation• Political backstabbingPolitical backstabbing
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Conflict Management Conflict Management StylesStyles• AvoidingAvoiding
– PassivePassive– Ignore itIgnore it– Lose-loseLose-lose
• AccommodatingAccommodating– PassivePassive
– Cooperative (passive)Cooperative (passive)– Lose-winLose-win
• ForcingForcing– AggressiveAggressive
– To get own wayTo get own way– Win-loseWin-lose
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Conflict Management Conflict Management StylesStyles
• NegotiatingNegotiating– AssertiveAssertive– Horse tradingHorse trading– Win-win/Lose-loseWin-win/Lose-lose
•CollaborativeCollaborative– AssertiveAssertive
– Cooperative (Active)Cooperative (Active)– Win-WinWin-Win
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Initiating Conflict Initiating Conflict Resolution ModelResolution Model
Step 1.Step 1. Plan a BCF (Behavior, Plan a BCF (Behavior, Consequences,Feelings) statement that Consequences,Feelings) statement that maintains ownership of the problem.maintains ownership of the problem.
Step 2.Step 2. Present your BCF statement and Present your BCF statement and agree on the conflict.agree on the conflict.
Step 3.Step 3. Ask for, and/or give, alternative Ask for, and/or give, alternative conflict resolutions.conflict resolutions.
Step 4.Step 4. Make an agreement for change.Make an agreement for change.
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What is a Mediator?What is a Mediator?
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What is a Mediator?What is a Mediator?
•A neutral third party who A neutral third party who helps resolve a conflicthelps resolve a conflict
•Acts as a facilitator or Acts as a facilitator or go-betweengo-between
•Helps the parties resolve Helps the parties resolve their conflicttheir conflict
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What is a Arbitrator?What is a Arbitrator?
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What is a Arbitrator?What is a Arbitrator?• A neutral third party who A neutral third party who
makes a binding decision to makes a binding decision to resolve a conflictresolve a conflict
• May compromiseMay compromise• May choose one side or the May choose one side or the
otherother• A growing professionA growing profession
– Top group: The Federal Mediation Top group: The Federal Mediation and Conciliation Agencyand Conciliation Agency
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Discussion Question Discussion Question 11
What should be included What should be included in your plan to send a in your plan to send a message?message?
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Discussion Question Discussion Question 22
What are the three parts What are the three parts
of a written outline?of a written outline?
P a rt O ne P a rt T w o P a rt T h ree
O U T L IN E
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Discussion Question Discussion Question 33
As an average, how As an average, how many words should a many words should a sentence have, and how sentence have, and how many sentences should many sentences should there be in a paragraph?there be in a paragraph?
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Discussion Question Discussion Question 44
Which personality traits Which personality traits are associated with are associated with being close to feedback?being close to feedback?
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Discussion Question Discussion Question 55
What are the four What are the four guidelines to getting guidelines to getting
feedback on feedback on messages?messages?
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Discussion Question Discussion Question 66
What is 360-degree What is 360-degree feedback and are many feedback and are many organizations using it?organizations using it?
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Discussion Question Discussion Question 77
Should a supportive Should a supportive working relationship working relationship
be be
a true friendship?a true friendship?
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Discussion Question Discussion Question 88
Why doesn’t Why doesn’t criticism work?criticism work?
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Discussion Question Discussion Question 99
Are all managers Are all managers mentors?mentors?
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Discussion Question Discussion Question 1010
How do you know How do you know when you are in a when you are in a conflict?conflict?
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Discussion Question Discussion Question 1111
What is the difference What is the difference between functional and between functional and dysfunctional conflict, dysfunctional conflict, and how does each and how does each affect performance?affect performance?
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Discussion Question Discussion Question 1212
What is meant by What is meant by maintaining ownership maintaining ownership
of the problemof the problem??
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Discussion Question Discussion Question 1313
How is the BCF How is the BCF model used?model used?
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Discussion Question Discussion Question 1414
What is the What is the difference between difference between a mediator and an a mediator and an
arbitrator?arbitrator?