A Model for Developing Dispute Mediation in Public-Sector Dispute Mediation Centers
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Abstract
This study aimed to (1) examine the causal factors influencing the effectiveness of dispute mediation at Public-Sector Dispute Mediation Centers; and (2) propose a model for developing dispute mediation at these centers in Bangkok. A mixed-methods approach was employed. For the quantitative phase, a multistage sampling method was used to select 300 mediators in Bangkok, with data collected via questionnaires and analyzed using structural equation modeling. For the qualitative phase, in-depth interviews were conducted with 16 key informants from four groups: () one executive from the Department of Rights and Liberties Protection, 2) five board members of the mediation centers, 3) five mediators, and 4) five staff members of the mediation centers. Content analysis was applied to qualitative data.
The findings revealed that 1) mediator characteristics had the strongest overall influence on mediation effectiveness, followed by training and experience, understanding of relevant processes and laws, and communication skills, respectively; 2) The proposed development model for dispute mediation at Bangkok’s Public-Sector Dispute Mediation Centers, representing new knowledge, emphasized the critical importance of mediator capacity building. This includes training in law, psychology, negotiation techniques, and communication, along with the selection of mediators with appropriate knowledge, experience, and ethics. The integration of technology through a comprehensive online platform for management is also essential. Furthermore, attention should be given to multi-channel public relations, development of monitoring and evaluation systems, and establishment of service standards. These efforts must be systematic and continuous to ensure that mediation centers can deliver effective and sustainable services to the public.
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