在一些市场经济发达国家或地区，调解已经商业化，作为独立第三方的调解组织为当事人提供调解服务，这些国家或地区形成的现代商事调解理念与技术，值得我国在发展行业调解和商事调解过程中学习与借鉴。

In some developed market economy countries or regions,Mediation has been commercialized,As an independent third party mediation organization to provide the service,These countries or regions to form the modern commercial conciliation of concept and technology,Worth mediation and commercial industry of our country in the development process of learning and using for reference.

　　一、调解的模式

a/Mediation model

　　一种是促进式调解（Facilitative Mediation）。在促进式调解中，调解员提出问题、归纳当事人观点、挖掘当事人主张背后的利益、帮助当事人提出并分析解决方案，达成协议。调解员控制调解过程，当事人主导调解结果。

A mediation is to promote(Facilitative Mediation).In the type of reconciliation,mediators/Summing up the viewpoint/The interests of the mining party holds back/To help the parties and solutions are put forward,To reach an agreement.Mediator mediation process control,The dominant mediation results.

　　另一种是评估式调解（Evaluative Mediation）。评估式调解是参照法官主持调解的模式发展起来的。调解员通过向当事双方指明案件弱点，预测法院判决结果来协助达成和解。评估式调解中调解员控制着调解过程，并直接影响调解结果。

Another kind is assessment type mediation(Evaluative Mediation).Assessment type mediation is presided over by the reference to judge the developed model.Mediators specified by the parties to the case,Predict the court decision to help reach a settlement.Assessment type mediation mediator of control in the process,And directly affect the result.

　　二、调解的过程

The second/The process of mediation

　　调解过程主要划分为召集阶段、开场白阶段、沟通阶段、谈判阶段、结尾阶段五个部分。召集阶段的主要目标是建立调解员及调解程序的威信，获取当事人对调解员的信任及对调解目的的认可。开场白阶段主要内容包括调解员自我介绍，说明调解的目的、性质、流程及规则，说明调解过程遵守保密原则和自愿原则，并不得损害合法权利。沟通阶段让当事人有充分的陈述机会。谈判阶段发掘能够满足当事人利益的争议解决方案，协助当事人合理的妥协或引导当事人走向合作共赢。结尾阶段促使当事人选择合理的争议解决方案。

Mediation process is mainly divided into called phase/Introduction phase/Communication stage/Negotiation stage/The end stage of five parts.Called stage the main goal is to establish the mediator and the mediation procedure of authority,For the purpose of the party's trust in the mediator and the mediation.Introduction phase include mediators to introduce myself,Explain the purpose of the mediation/The nature of the/Process and rules,That adhere to the principle of confidentiality and the principle of voluntary mediation process,And shall not damage the legitimate rights.Communication stage to have full statements to the parties.Negotiation stage excavation can satisfy the interests of the parties dispute solution,To assist the parties reasonable compromise or lead the parties to win-win cooperation.End stage to dispute the parties choose the reasonable solution.

　　三、调解的技巧

three/Conciliation skills

　　不同于法官和仲裁，调解员的力量来自于其认真聆听双方当事人的主张、总结归纳出争议当事人的利益诉求、引导当事人取得一个共赢的争议解决方案。从这个角度来看，调解员固然比法官、仲裁员少了一份权威，但在一个合格调解员的引导下，由双方当事人所作出的调解结果往往获得当事人更多的尊重和理解，并通常能够得到比判决和裁决结果更高的执行力和更彻底的执行效果。

Different from the judge and arbitration,Mediators from the power of the seriously listen to the claims of the parties/Summarizing the dispute the benefit of the parties/To guide the parties achieve a win-win solution to the dispute.From this point of view,Mediator is than the judge/Arbitrators less a authority,But under the guidance of a qualified mediators,By the parties to the mediation results tend to get more respect and understanding of the parties,And usually can be higher than the judgment or ruling of the executive power and the implementation of a more thorough effect.

　　一个调解员要有效地调解一个争议，特别是重大复杂的商事案件，需要掌握一定的沟通技巧，包括发现双方的共同利益、主动倾听、善于利用身体语言、合理安排面对面和背对背会议、复述双方的观点、阶段性归纳并反馈共识、引导双方的对话、保持建设性的信息交换，多采用开放式的询问等等。

A mediator to mediate a dispute effectively,Especially important complex commercial cases,To master a certain communication skills,Including found the common interests of both parties/Active listening/Good at using body language/Reasonable arrangement and back-to-back meeting face to face/If the arguments on both sides/Stage summary and feedback/Guide the conversation between the two sides/Maintain constructive information exchange,Use open more inquiries and so on.