调解员培训简明教程阅读笔记.docxVIP

《调解员培训简明教程》阅读笔记

目录

一、基础知识................................................3

1.1调解员的定义与职责...................................3

1.2调解的基本原则与原理.................................5

1.3调解的程序与技巧.....................................5

二、调解员素质要求..........................................6

2.1基本素质要求.........................................8

2.2专业技能要求.........................................9

2.3心理素质要求........................................10

三、调解准备...............................................11

3.1明确调解目的........................................12

3.2收集整理资料........................................13

3.3选择合适的调解方式..................................15

四、调解沟通技巧...........................................17

4.1沟通的重要性及原则..................................18

4.2倾听与表达技巧......................................19

4.3提问与引导技巧......................................20

4.4确认与处理异议......................................21

五、调解过程...............................................23

5.1初步接触与了解......................................24

5.2深入探讨与沟通......................................24

5.3协商与妥协..........................................26

5.4调解协议与落实......................................27

六、调解结束与回访.........................................29

6.1调解结束的条件......................................30

6.2调解协议的执行......................................31

6.3回访与跟进..........................................32

七、案例分析与实践.........................................33

7.1典型案例分析........................................34

7.2实践中的注意事项....................................36

7.3经验总结与反思......................................37

八、法律知识与相关规定.....................................38

8.1相关法律法规介绍....................................39

8.2调解协议的法律效力..................................40

8.3调解过程中的法律责任................................41

九、调解员职业发展.........................................42

9.1调解员的职业前景....................................44

9.2调解员的职业素养................................