D’autres voix que la sienne ; Manières de se faire écouter, modes d’écoute : une étude des marqueurs d’écoute en séances de médiation

Mediation is a conflict management process that involves the presence and intervention of an impartial third party in charge of facilitating the discussion. Studies of this type of interaction are often conducted through detailed analyses focused on the dynamics of turns of talk. This dissertation proposes to reframe this approach by favouring the detailed study of listening over speaking in interactions. How do participants make themselves heard, and inversely, how do they manifest their listening?  Listening’s spectral quality, as much as its ubiquity, challenges any attempt at producing a set definition of the phenomenon. This study aims to describe and comprehend how listening materializes itself as it unfolds. It concentrates on listening markers identified in videos and transcripts produced from 27 actual mediation sessions opposing a citizen and an institutional representative. The Communicative Constitution of Reality (CCR; Cooren, 2012) approach affiliated to the Communicative Constitution of Organization (CCO) literature allows for an in-depth exploration of listening that challenges the binary model of positive vs. negative listening by choosing to observe its performativity in interactions. For example, it is shown that the absence of listening markers is not necessarily related to the absence of attention, or malevolence.  This study aims at observing how listening markers, or lack thereof, are likely to make a difference in the unfolding of a mediation session. The point here is not to judge the participants’ listening quality, but rather to unpack the ways in which participants react to what has been expressed and what they do with that information. In other words, and following the CCR perspective, listening markers indicate means by which the existence of certain things that seem to count for one participant begins to count for the other(s) participant(s) and end up existing more in the interlocutive sphere. Two dialogic listening mechanisms were identified from the analysis of the data set, and various phenomena related to these mechanisms were traced. These phenomena include ways of making oneself heard and the participants’ listening modes, as well the absence of listening markers. The first mechanism, the listening loop, indicates a shift in one or several of the participants’ listening pattern(s); the second is the listening trajectory. Together these mechanisms bring intelligibility to human agency as well as to that of documents or emotions that come into play during the mediation sessions.  Studying mediation sessions through listening precipitates reassessing specific notions in the field of negotiation, such as the notions of position and interests. This inquiry considers interactions from the largely untapped perspective of listening, thereby providing insights to conducting mediations. This framework is potentially applicable to a wider range of organizational or peri-organizational areas/fields, including negotiation and decision-making.

Keyphrases: CCR, Listening, Mediation, Performativity, Marker, Listening Loop, Agency, Trajectory