Entradas Etiquetadas ‘RED’

ACR seeks Executive Director

Martes, 11 de Noviembre de 2014


The Association for Conflict Resolution (ACR) is seeking a dynamic and creative Executive Director to lead and enhance the organization. ACR is a non-profit membership association committed to educational activities that promote peaceful, effective conflict resolution, both nationally and internationally. The Executive Director will work closely with an active Board of Directors and will have a key role in being responsive to the needs of membership, fundraising, securing the financial sustainability of the organization, web-administration, Conference planning, and development of budgets and resources. Other duties include membership outreach, implementing programming/services for members, developing field-wide partnerships, working with ACR’s Sections and Chapters, and carrying out the day to day operations of the organization.

A successful candidate must have dispute resolution experience. Depending on applicants, this will be either a shared part-time or full-time contract position. Applicants are asked to indicate their preference.

Telecommuting is required and can be located anywhere although work is conducted in the Eastern time zone. Compensation will be commensurate with experience and responsibilities. To apply, please email a resume and cover letter in the form of a Response to Proposal by November 21, 2014 to .

Association for Conflict Resolution
ACR Website Facebook Twitter LinkedIn Pinterest Google+ Youtube

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Lunes, 10 de Noviembre de 2014

Grabación: Nuevos aspectos y avances en la Resolución Electrónica de disputas, por el Dr. Elisavetsky

Viernes, 7 de Noviembre de 2014

Click en la imagen para acceder al video sobre

Nuevos aspectos y avances en la Resolución Electrónica de disputas,
por el Dr. Alberto Elisavetsky

Videoconferencia que se llevó a cabo el día cuatro de Cyberweek 2014 - 6/11/2014


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ODR en Guanajuato: fotografías de la experiencia ODR en México.

Viernes, 24 de Octubre de 2014

Con mis alumnos de la Escuela del Poder Judicial de Guanajuato México, juntos venciendo los miedos antes de comenzar las simulaciones de mediaciones a distancia.

Con la Directora del Centro Estatal de Justicia Alternativa Cristina Cabrera Manrique & Joel Hernandez Dominguez Secretario de Formación y Profesionalizacion de Poder Judicial luego de un arduo dia de entrenamiento en Resolucion de Conflictos a Distancia a 80 mediadores del cuerpo.


Simulación de mediaciones a distancia en Escuela del Poder Judicial Guanajuato junto Mexico


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El encuentro de pioneros de la Internet en Praga subraya la necesidad de ODR (Resolución Electrónica de Disputas) en E-commerce (INGLÉS)

Jueves, 23 de Octubre de 2014


These are my minutes from the discussions amongst the members of the private Youstice* meeting which took place in Prague on October 18-19, 2014 at the Aria hotel, right in the centre of the Czech capital, and barely a stone’s throw from the house where Franz Kafka used to live. Yet, our discussions were by no way Kafkian. On the opposite, they made it possible for us to link all the issues related to today’s e-commerce customer relationship management. The notions of trust and respect were at the centre of all debates, therefore highlighting the need for trusted third parties, mostly in Europe, even though the approach, as often, is different from country to country.

[Disclosure: Youstice is my client]

Doc Searls in Prague: despite what the message in Czech on the screen says, a clear signal was sent by the co-author of the Cluetrain manifesto during our meeting: respect your clients!

E-commerce: it’s a matter of trust

Doc Searls’ initial title for this discussion was “terms and policies individuals assert”. The discussion started with a consensus around Doc’s introduction to the meeting: “freedom of contract was established a long time ago in order to do business but in 1943, in order to gain scale, the law was changed, which means that one party is issuing the contract and the other is forced to accept or reject it (as when we buy stuff from Websites and are forced to accept terms of conditions which keep changing)” Doc said. Doc Searls, for those who can’t remember, is a co-author of the Cluetrain manifesto, which is still available at; a fundamental piece of Internet marketing literature which was already pinpointing the need to consider Web viewers not as “eyeballs”, but human beings(1).

As is always the case with the Internet, all users are decision makers, whether some merchants like it or not; and from there came the idea of ‘do not track(2)’. “We are right at the beginning of that” Doc went on. A company called the Respect Network(3) have issued a document entitled the “respect trust framework(4)” which spells out principles like “both parties will respect the boundaries of the other party”. These issues of trust and respect are at the heart of the need for Online Dispute Revolution (ODR) as we will find out later on.

Two parties of equal power

Essentially, there is a need to “establish contracts between two parties of equal power” Doc went on. It is very early days but one thing that is happening is that “the system we have is broken and it needs to be fixed”. What was working well for few large companies in the industrial age isn’t working that well in the Internet age at all. “A lot of people are coming to us from and other large Internet companies” Doc Searls added, and they understand that they need to deal with customers in a much better way. They used to think we were “communists” but this is over, they are jumping on the bandwagon now.

A new effort is also going on in the UK about what Doc called “consent receipt” for which any time a customer gives consent, they get a receipt. “This is a step forward in the right direction” he added. They are working on the “log in with respect” button with regard to Facebook and other social connect mechanisms. It’s hard to say what Facebook will be up to with your data. “If one comes up with this alternative button, there’s code which one will be able to install on site-side. This ensures that one enforces respect and issues statements you won’t tamper with users’ data” Doc explained. January is the potential release date, currently going through Kickstarter.

B.A. may not need an ODR (Online Dispute Resolution) system, but smaller players do

Esther Dyson, once head of ICANN in the early days of the Internet, joined the conversation mentioning that if there is “an issue with privacy, there is also one with regard to trust”. “British Airways doesn’t really need an ODR system like Youstice because they already have a reputation” Dyson said; even though there has been some traction with larger merchants and e-merchants which would tend to prove that a trusted third party for dispute resolutions is not only a technical solution; it is also instrumental in reassuring clients who expect neutrality and fairness. “The target for ODR is the sites that customers don’t trust” Dyson went on. Respect isn’t enough. Indeed, consumers want to be able to trust the shops they buy from. This is only natural in an increasingly globalised world where extra European buyers can make online purchases from 3-4 different merchants, not always located in the same country. It is hard to trust someone you cannot see in a country you know nothing about.

Esther Dyson (middle) with entrepreneur Zbynek Loebl (right). Meeting with Esther was like meeting a legend. The first time I heard about the Internet was in a Channel 4 program in 1994! (the program was entitled “Visions of Heaven and Hell” things haven’t changed that much after all!

The aim of ODR: reduce the number of disreputable merchants

“The ODR promise is that we’ll give customers the potential to negotiate one to one and resolve issue on an individual basis” Esther Dyson pointed out. The idea is to reduce the number of disreputable merchants. One of the issue with privacy though, is “that you never know when it’s been reached; you only know when it’s too late” the former head of ICANN and member of the Youstice board of advisors added. A tower of Babel, and the need for a common language Trust and respect aren’t sufficient, and there are more things in that balance of modern e-commerce which is more and more a cross-border issue: “there is a need for an enforcement mechanism and current legal systems can’t help because they are different in all parts of the world” explained Zbynek Loebl, co-founder of Youstice and our host for that week-end in Prague. And it’s very hard to predict that such enforcement mechanisms could be in place any time soon according to the Czech entrepreneur.

Joyce Searls, co-president, with her husband, of Searls Group5, commented on Zbynek Loebl’s statement: “there are a lot of little things which can create a river of change when all those efforts will be aggregated and it won’t solve the problem just on the legal side but on the company side too.

We have been tracking this area for so long and it seems that something is happening here at last and all these things are coming together. Things have to be solved,” She said. It is no longer possible indeed, to ignore the need for respect and trust on the part of clients, as well as the requirement to solve disputes when they arise. The future of e-commerce hinges on that, the need to fix its principles, both ethically and technically. Online Dispute Resolution is part of that.

“Resolving claims is how you build a reputation” (Esther Dyson)

Pablo Cortes, our Spanish representative – also a Professor from the Leicester University in the United Kingdom, emphasised the requirement for the market to evolve beyond current practices: “trustees have been in the market for a long time and they have had their code of conduct,” he said, “but if a customer complains about a breach of privacy they never do anything against large businesses because there is a conflict of interest.

Yet, settling disputes isn’t just a negative thing, as pointed out rightfully by Esther Dyson: “one has to understand”, she commented, “that resolving claims is how you build a reputation”. Zbynek Loebl can however see “that this movement is happening, slowly but surely. The obvious example is BBB(6) in the US and there are similar trust marks in Europe” he said. “We at Youstice have well established that retailers could see that improved public policies would be seen as positive by customers and retailers alike and it could be a game changer. And it’s a matter of things catching up with all”.

The BBB Website banner: for US businesses only

Professor Ethan Katsch(7), who is credited for inventing the field of ODR(8) (Online Dispute Resolution) added that “conflicts of interest become more prominent because of so many entities being in relationship with so many others. You have got to build trust in spite of these conflicts of interests. The old way of building trust was to avoid conflicts of interest,” ODR offers a way to table these issues and solve them. “Is it safe to buy from this retailer?” Asked Zbynek Loebl.

A couple of months ago he just got an email from a VP from a retailer: “we have a request that someone from a country wants to buy from a small e-shop from France, and they want to know whether this e-merchant is safe to buy from; can you help us?” “This,” Zbynek Loebl said, “is a very simple issue, a very simple question and yet, answering that question is almost impossible and the reason for this is globalisation. There are still no simple answers to such simple questions but there are potential solutions.”

Internet pioneers: some of the attendees of the Prague meeting on Saturday 18 October, 2014

A simple complex question

As a matter of fact, this isn’t a simple question, as pointed out by Esther Dyson in response to Zbynerk Loebl’s anecdote. Yet, with such complex issues, third party services can help: “If customers were asked to have their problems solved by internal departments or third party, I’m certain they would choose third party” Leah Wing, lecturer at the University of Massachussetts/Amherst(9), commented.

“There is a need for that, but as seen in Germany with ‘Trusted shops10’, traction is only being gained and we are not there yet”. Ivan Debnar from Slovakia added: “if I were an merchant, I would like to show I care about my client and there is need for first line support from within the company. This is also instrumental in building trust with one’s customers”. “It is indeed a two step-process,” Ivan Stefanko joined in, “first and foremost, there is customer care”, and next comes Online Dispute Resolution.

The beginning of a new era: VRM supersedes CRM

There is still a lot of evangelisation to do in order that the term ODR is known and the concept develops. Even some of our meeting attendees declared they had never heard the term before. By and large however, the future of e-commerce is no longer a matter of CRM but a matter of trust and respect, and the ability to resolve issues which are sometimes, unfortunately, ignored or minimised by merchants according to Pr. Ethan Katsh.

The empowerment of users and the maturation of e-commerce and especially cross-border ecommerce is calling for new standards where consumers will be able to manage their relationship with their vendors, in much the same way that vendors started managing their relationship with their consumers through CRM, twenty years or so ago.

This, is the beginning of a new era.


(1) Suffice it to say that I have been a fan of the Cluetrain manifesto from day one, and still am. I hold that text for one of the most significant marketing texts ever written. A lot of what Doc referred to during that meeting in terms of respect and trust has to be seen in the light of the manifesto.





(6) Better Business Bureau





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Violencia Familiar y ODR - Espanol por Maria Eugenia Sole

Lunes, 23 de Diciembre de 2013
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Estimados amigos de Odr Latinoamerica, con sumo agrado comparto con Uds el primer articulo que no es de mi autoria, publicado en en este nuevo ciclo en el que tengo a mi cargo la edicion en español, quienes deseen enviar trabajos para ser evaluados & publicados, pueden hacerlo a asunto:ñol:

Felicitaciones Maria Eugenia!!!!!!

Un abrazo virtual


Link al articulo:

Maria Eugenia Sole

Podemos definir a la violencia familiar como toda forma de relación de abuso entre los miembros de una familia. Se denomina abuso a toda conducta que por acción u omisión ocasiona un daño físico y/o psicológico a otro miembro de la familia.-

La violencia doméstica, violencia familiar o violencia intrafamiliar comprende todos aquellos actos violentos, desde el empleo de la fuerza física, hasta el acoso o la intimidación, que se producen en el seno de un hogar y que perpetra, por lo menos, un miembro de la familia contra algún otro familiar.-

Mientras el conflicto es inevitable e inherente a la familia, la violencia es una manifestación inadecuada a tensiones y conflictos que desbordan la capacidad de respuestas de los individuos, por encontrarse en situación grave de limitaciones psicoemocionales, socioculturales o económicas. En este sentido, la violencia es la manifestación extrema de las limitaciones a las que están sometidas las familias.-

Los factores en juego son de diversa índole: la hostilidad que se vive en las grandes ciudades, los problemas económicos, la competencia entre hombres y mujeres, los modelos familiares patológicos, la exigencia por parte de los adultos hacia los niños de que éstos los provean de gratificaciones que ellos no lograron en otros aspectos de su vida, entre otros.-

Los estudios de investigación sobre la mediación y los malos tratos muestran la importancia de procedimientos de detección especializados.-

Las conductas que se consideran aceptables en ciertas comunidades pueden ser totalmente reprochables en otras. Las definiciones de la violencia doméstica y los juicios de valor sobre los perpetradores de tales actos varían en gran medida tanto entre quienes proporcionan asistencia en estos casos, como entre quienes la solicitan.-

Como operadores de conflictos, es imprescindible que tomemos plena conciencia de nuestros condicionamientos culturales, valores personales y tendencias a estereotipar, que nos ciegan respecto de los signos de que se está produciendo un abuso o de que existe miedo de que tengan lugar.-

Sin perjuicio de lo expuesto, existe una notable diferencia en el tratamiento de los casos “de violencia” y los casos “con violencia”. Respecto de los primeros, la mediación sólo puede aportar cierta utilidad si se trata de situaciones en que la violencia se ha dado en forma simétrica, mientras que para los casos de violencia complementaria no resultaría recomendable el trabajo en mediación sin previos recaudos adicionales, tales como el sometimiento de los participantes a los pertinentes tratamientos terapéuticos, el cese de la convivencia, etc.-

Tanto la experiencia directa como los resultados de las investigaciones realizadas indican que la mediación puede ser apropiada y resultar provechosa para ambos compañeros, siempre que se respete un código ético y se tomen las cautelas precisas para asegurar que:

  • Se hayan efectuado los correspondientes controles para establecer si existe alguna preocupación sobre violencia o abusos y si se ha producido algún incidente previo.-
  • Se hayan explicado detalladamente el proceso y las salvaguardias y reglas básicas que se usarán.-
  • Ambas partes hayan aceptado participar voluntariamente y después de haber sido informados. Los mediadores deben verificar continuamente que ningún compañero esté participando bajo coacción.-
  • Se disponga de áreas de espera separadas, para que ningún compañero tema deber permanecer en la misma sala que el otro mientras la tensión crece entre ellos.-
  • Los mediadores tengan un conocimiento adecuado de las órdenes de protección personal que los tribunales puedan dictar.-
  • Los servicios de mediación proporcionen condiciones y cautelas laborales apropiadas, incluidas la prohibición de que un mediador trabaje solo en una parte del edificio y la implantación de un sistema de llamada de emergencia o botón de alarma, en buen estado de funcionamiento.-

Por último, los casos de violencia episódica relacionada circunstancialmente a una crisis familiar implican un tratamiento totalmente distinto, ya que la pauta violenta no está instalada como permanente ni estable en el vínculo familiar. En la práctica, estos episodios generalmente relacionados con la crisis de la separación suelen ser contenidos satisfactoriamente por el encuadre de la mediación, como uno de los problemas a conversar durante el proceso, generando un contexto útil de contención.-

En este sentido, no se está planteando en este artículo la posibilidad de mediar la violencia. Lo expuesto en los puntos anteriores tiende a responder a la pregunta de si es recomendable, mientras las partes realizan los tratamientos adecuados, cuando la violencia ha cesado, y ya no persiste la convivencia, mediar los incidentes que relacionan a esas personas, como por ejemplo, los alimentos para los hijos comunes, o los encuentros con el padre no conviviente.-

De lege ferenda, en lo que respecta a la situación actual en la Argentina, propongo se analice la posibilidad de habilitar procedimientos mediatorios a distancia o virtuales, evitando de esta manera las “audiencias” tradicionales de mediación, expresamente prohibidas por la ley 26.485. De esta manera, se podría evitar la presencia de ambas partes en el mismo espacio físico y a través de las herramientas de revalorización y reconocimiento, ir transformando la situación conflictiva de base para abrir paso a una dinámica que resulte funcional al tratamiento de los temas incidentales de coparentalidad que se pretenden abordar en el marco de la mediación.-


Maria Eugenia Sole is an attorney mediator. She has a Holborn College Diploma in Law of Tort and Law of Contract. University degree in conflict resolution and mediation. Pre-trial mediator with registration granted by the Provincial Direction of Alternative Means of Conflict Resolution of the province of Buenos Aires, Argentina. Aspirant to the Executive Latin American European Master in mediation and negotiation of IUKB-Institut Universitaire Kurt Bösch (Switzerland). Applicant to the postgraduate course on Education and TIC of the Ministry of Education of Argentina. Ambassador of ODR Latin America.

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Additional articles by Maria Eugenia Sole

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El ABC de la Mediación Electrónica - 2da Edición

Miércoles, 25 de Septiembre de 2013
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El ABC de la Mediación Electrónica
2da Edición

Nuevo Curso Online en 4 clases de asistencia virtual los lunes a partir del 21 de Octubre a las 12hs Argentina

Dr. Alberto Elisavetsky y equipo

Agenda Abc




Introducción y presentación de casos en el mundo
Como mediar y negociar a distancia
Capacitación tecnológica
Simulaciones de cybermediaciones
Manejo de salas de mediación y negociación a distancia
Gestión de emociones en entornos virtuales
Una sala de mediación virtual exclusiva para cada alumno durante el curso de uso ilimitado


Residentes Argentina

Registro AQUÍ

Miembros Academia ODR LA (con membresía 2013 al día) $ 300

Arancel General $ 500

Descuento por pago temprano al 14 de Octubre $ 400

Residentes Otros Países

Registro AQUÍ

Miembros Academia ODR LA (con membresía 2013 al día) U$S 150

Arancel General U$S 250

Descuento por pago temprano al 14 de Octubre U$S 200



21 de Septiembre - Día Internacional de la Paz

Jueves, 19 de Septiembre de 2013
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PRESENTACION DE PONENCIAS 9º Foro Internacional sobre Métodos Online de Resolución Apropiada de Disputas, 2 al 3 de Junio de 2010 ,Buenos Aires Argentina en el año del Bicentenario

Miércoles, 16 de Diciembre de 2009

“Construyendo la Paz en la Era Digital”
9ª Foro Internacional sobre Métodos Online de Resolución Apropiada de Disputas.
Del 2 al 3 de Junio de 2010 ,Buenos Aires Argentina en el año del Bicentenario

Solicitud para Presentación de Ponencias

Abierta del 15 de Enero de 2010 al 30 de Marzo 2010

Todas las solicitudes deberán ser enviadas por correo electrónico directamente a con copia a , las mismas serán analizadas por el Comite Cientifico del evento.


Para enviar su solicitud:

Para proponer su presentación deberá proveernos de la siguiente información sobre su ponencia Por favor complete toda la información requerida .


Area Tematica

Descripción extensa de la presentación:

Un resumen de su presentacion, que no exceda más de 500 palabras, para ser examinado por el grupo del Comité Cientifico.

Debera ser enviada en formato A4. Arial 11, interlineado 1,5


La sinopsis debe ser descriptiva (No deberá exceder mas de 75 palabras)

Además, necesitamos que nos provea con la siguiente información, por cada uno de los presentadores:

* Nombre y Apellido completo * Titulo

* Organización * Dirección completa

* Teléfonos * Dirección electrónica

(Por favor considere que la mayoría de nuestras comunicaciones serán hechas a través de su dirección electrónica, así que si tiene algún sistema de bloqueo, permítanos o incluya en su correo aceptable:

* Su biografía (Dos o tres frases describiendo sus credenciales, experiencia y liderazgo en el campo de resolución de conflictos?


Resolución de Disputas ON LINE

Manejo de conflictos organizacionales.

Capacitación y Calidad de los prestadores de servicios de ODR

Novedades en ODR

Grandes temas en el campo de los ODR

Nuevas Tecnologías, simulaciones, redes sociales & juegos serios

Construcción de paz utilizando la web 2.0