Unit 1: Understanding the Travel Industry and Mediation
Expert-defined terms from the Advanced Certificate in Mediation Skills for the Travel Sector course at London School of Business and Administration. Free to read, free to share, paired with a globally recognised certification pathway.
Accreditation #
Accreditation is the formal recognition of a training program or institution as meeting certain standards or criteria. In the context of the Advanced Certificate in Mediation Skills for the Travel Sector, accreditation may refer to the recognition of the course by a professional mediation organization or regulatory body.
Alternative Dispute Resolution (ADR) #
Alternative Dispute Resolution (ADR) is a process for resolving disputes outside of the traditional court system. ADR includes methods such as mediation, arbitration, and negotiation.
Complaints Handling #
Complaints handling is the process of addressing and resolving customer complaints. In the travel industry, complaints handling is an important aspect of customer service and may involve mediation or other forms of ADR.
Conflict Resolution #
Conflict resolution is the process of identifying and addressing the underlying issues in a dispute, with the goal of finding a mutually acceptable solution. Mediation is a form of conflict resolution.
Dispute #
A dispute is a disagreement or conflict between two or more parties. Disputes in the travel industry may arise from a variety of issues, such as travel cancellations, refunds, or poor service.
Dispute Resolution #
Dispute resolution is the process of addressing and resolving disputes between parties. Mediation is one form of dispute resolution, along with other methods such as arbitration and litigation.
Grievance #
A grievance is a complaint or concern raised by an individual or group. Grievances in the travel industry may be related to a variety of issues, such as discrimination, harassment, or unfair treatment.
Mediation #
Mediation is a form of alternative dispute resolution in which a neutral third party, called a mediator, helps the parties in a dispute to communicate and negotiate a resolution.
Mediation Skills #
Mediation skills are the abilities and knowledge required to effectively facilitate the mediation process. These skills may include active listening, communication, problem-solving, and negotiation.
Negotiation #
Negotiation is the process of communicating and bargaining with the aim of reaching a mutually acceptable agreement. Negotiation is often used as a form of dispute resolution, and may be used in conjunction with mediation.
Stakeholder #
A stakeholder is an individual or group that has an interest or investment in an organization or issue. In the context of the travel industry, stakeholders may include customers, employees, suppliers, and regulatory bodies.
Travel Industry #
The travel industry is the collection of businesses and organizations involved in the provision of travel and tourism services. This may include airlines, hotels, travel agencies, and tour operators.
Travel Mediation #
Travel mediation is the use of mediation as a form of dispute resolution in the travel industry. Travel mediation may be used to resolve disputes between travel companies and their customers, or between different travel companies.
Alternative Dispute Resolution (ADR) Provider #
An ADR provider is an organization that offers alternative dispute resolution services, such as mediation or arbitration. In the context of the travel industry, an ADR provider may be used to facilitate the resolution of disputes between travel companies and their customers.
Arbitration #
Arbitration is a form of alternative dispute resolution in which a neutral third party, called an arbitrator, hears evidence and makes a binding decision on the dispute.
Complaints #
Complaints are expressions of dissatisfaction or grievances made by customers or other stakeholders. In the travel industry, complaints may be related to a variety of issues, such as travel cancellations, refunds, or poor service.
Customer Service #
Customer service is the provision of assistance and support to customers before, during, and after the sale of a product or service. In the travel industry, customer service is an important aspect of maintaining customer satisfaction and loyalty.
Dispute System Design #
Dispute system design is the process of creating and implementing a system for resolving disputes. This may include the use of alternative dispute resolution methods, such as mediation or arbitration.
Facilitation #
Facilitation is the process of helping a group or individuals to communicate and work together effectively. In the context of mediation, a facilitator, or mediator, helps the parties in a dispute to communicate and negotiate a resolution.
Mediator #
A mediator is a neutral third party who facilitates the mediation process. The mediator's role is to help the parties in a dispute to communicate and negotiate a resolution, rather than making a decision or imposing a solution.
Negotiator #
A negotiator is an individual who participates in the negotiation process with the aim of reaching a mutually acceptable agreement.
Online Dispute Resolution (ODR) #
Online Dispute Resolution (ODR) is the use of technology, such as the internet, to facilitate the resolution of disputes. ODR may include methods such as online mediation or online arbitration.
Party #
A party is an individual or group involved in a dispute. In the context of mediation, the parties are the individuals or groups who are in disagreement and are seeking to resolve the dispute through the mediation process.
Resolution #
A resolution is a solution or agreement reached through the mediation or dispute resolution process.
Stakeholder Analysis #
Stakeholder analysis is the process of identifying and evaluating the interests and influence of stakeholders in a particular issue or organization.
Travel Agency #
A travel agency is a business that provides travel and tourism services to customers. This may include booking flights, hotels, and tours, as well as providing travel advice and assistance.
Travel Disputes #
Travel disputes are disagreements or conflicts that arise in the context of the travel industry. These disputes may be related to a variety of issues, such as travel cancellations, refunds, or poor service.
Travel Mediation Training #
Travel mediation training is the process of learning and developing the skills and knowledge required to effectively facilitate the mediation of travel disputes.
Alternative Dispute Resolution (ADR) Clause #
An ADR clause is a provision in a contract that specifies that any disputes arising from the contract will be resolved through alternative dispute resolution methods, such as mediation or arbitration, rather than through litigation.
BATNA #
BATNA stands for "Best Alternative To a Negotiated Agreement." It refers to the most favorable alternative that a party has to a negotiated agreement.
Chain of Command #
A chain of command is the line of authority and communication within an organization.
Claim #
A claim is a demand or assertion made by an individual or group. In the context of the travel industry, a claim may be made by a customer seeking a refund or other form of compensation.
Collaborative Law #
Collaborative law is a form of alternative dispute resolution in which the parties in a dispute work together with the help of their attorneys to reach a mutually acceptable agreement.
Early Neutral Evaluation #
Early neutral evaluation is a form of alternative dispute resolution in which a neutral third party, such as a judge or attorney, provides an evaluation of the strengths and weaknesses of each party's case at an early stage in the dispute resolution process.
Escalation #
Escalation is the process of increasing the level of response or action in a dispute or conflict.
Facilitative Mediation #
Facilitative mediation is a form of mediation in which the mediator's role is to facilitate communication and negotiation between the parties, rather than making a decision or imposing a solution.
Final Offer Arbitration #
Final offer arbitration is a form of alternative dispute resolution in which the parties in a dispute each make a final offer, and the arbitrator chooses one of the offers as the resolution to the dispute.
Interest #
Based Negotiation: Interest-based negotiation is a form of negotiation in which the parties focus on identifying and addressing their underlying interests, rather than taking a positional approach.
Mediation #
Arbitr