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Scholars have argued that anger expressed by participants in mediation is counterproductive; yet, there is also reason to believe that expressions of anger can be productive. The authors tested these competing theories of emotion by using data from online mediation. Results show that expression of anger lowers the resolution rate in mediation and that this effect occurs in part because expressing anger generates an angry response by the other party. However, when respondents are especially vulnerable, expressions of anger by the filer do not hinder settlement. The authors also examined precursors to anger, such as value of dispute and reputation, and the degree to which a focus on dispute resolution is reciprocated.

SquareTrade Dispute Resolution Services Hypotheses derived from face theory predict that the words people use in online dispute resolution affect the likelihood of settlement. In an event history model, text data from 386 disputes between eBay buyers and sellers indicated a higher likelihood of settlement when face was affirmed by provision of a causal account and a lower likelihood of settlement when face was attacked by expression of negative emotions or making commands. These aspects of language and emotion accounted for settlement likelihood even when we controlled for structural aspects of disputes, such as negative feedback filings and the filer's role as buyer or seller.

N Using a simulated employment contract negotiation, this study examined the relationship between negotiation strategies and the quality of negotiated outcomes. A log-linear analysis showed that the frequency and sequencing of strategies was systematically related to negotiation outcomes. Impasse negotiations were characterized by the frequent use of contention and sequences that paired similar (either cooperative or competitive) strategies. Settlement was associated with decreased contention and the use of sequences that paired dissimilar strategies. Increasing joint gain was linked to the introduction of priority information and conciliation as well as to changes in the pattern of information exchange: Reciprocal and indirect (positional) information exchange led to low joint gain, whereas reciprocal and direct (priority) information exchange led to high joint gain.

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