Professional Documents
Culture Documents
TJ002
Charmaine Ong
Goh Chubin
Teo Wei Ling
Xia Bohan
ACKNOWLEDGMENTS
2 | Page
Table of Contents
Chapter 1: Introduction...........................................................................8
Chapter 2: The Kashmir Conflict...........................................................10
2.1 Introduction to the Kashmir Conflict............................................10
2.2.1 Positive Effect of the conflict.....................................................10
2.2.2 Negative Effects of the conflict.................................................11
2.3 Resolution and Evaluation...........................................................11
2.4 Lessons learnt..............................................................................13
Chapter 3: Neighbourly Disputes..........................................................16
3.1 Reasons for Choice of Topic.........................................................16
3.2 Link to Kashmir Conflict...............................................................17
3.3 Reasons for Target Audience........................................................17
Chapter 4: Project SOUND-Settling Our Unwanted Neighbourly Disputes
.............................................................................................................20
4.1 Aims of Project SOUND................................................................20
4.2 Project plan..................................................................................22
4.3 Introduction to the Virtual Micro Estates......................................23
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Chapter 6: Conclusion.................................................................46
6.1 Summary of Project......................................................................46
6.2 Further Applications.....................................................................47
Bibliography................................................................................ 48
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Appendices.................................................................................52
Appendix A- Letter to Community Mediation Centre.........................52
Appendix B- Reply from Community Mediation Centre......................54
Appendix C- Letter to SengKang Community Centre.........................56
Appendix D- Interview Transcript.......................................................58
Appendix E- Pre-Pilot Test Survey......................................................65
Appendix F- Post-Pilot Test Survey.....................................................67
Appendix G- Photographs of Pilot Test...............................................69
Appendix H- Pre-Pilot Test Survey Results..........................................72
Appendix I- Post Pilot Test Survey Results..........................................75
Appendix J- Mediation Handbook.......................................................78
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6 | Page
CHAPTER 1
Introduction
7 | Page
Chapter 1: Introduction
From the Kashmir Conflict, we learnt that communication between involved parties and
external intervention is crucial in resolving conflicts successfully. Similarly, neighbourly
disputes also arise due to the neighbours' inability to communicate in order to resolve
the issue amongst themselves as well as their refusal to accept external intervention. As
such, our campaign aims to bridge the gap between neighbours with a 4-step plan to
improve communication and increase familiarity between neighbours, and resolve
conflicts through internal negotiation or external mediation. The key highlights of our
campaign, the Mediation Handbook and the Virtual Micro Estates, will educate the
public about conflict resolution through negotiation and mediation.
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CHAPTER 2
The Kashmir Conflict
9 | Page
Upon Pakistan's request for assistance,12 Bangladesh and the United Nations Security
Council mediated between India and Pakistan during the 1948 war, and successfully
brought about an immediate ceasefire13. This highlights the effectiveness of external
intervention in conflict resolution. (To be linked to LL2)
After further negotiations facilitated by the international community, India and Pakistani
agreed to maintain a permanent ceasefire in Kashmir in 2003 14, reducing tensions
significantly between the two nations.
10 Daily Times, Dr Farah Zahra. "ANALYSIS: Sustaining the India-Pakistan dialogue." 29 July,
2011.http://www.dailytimes.com.pk/default.asp?page=2011%5C07%5C29%5Cstory_29-7-2011_pg3_2
(accessed 19 Aug 2011).
11 Dr Farah, Zahra. "ANALYSIS: Sustaining the India-Pakistan dialogue." Daily Times, July 29, 2011.
http://www.dailytimes.com.pk/default.asp?page=2011\07\29\story_29-7-2011_pg3_2 (accessed October
18, 2011).
12 The Group of Eight (G8) is a forum, created by France in 1975, for the governments of eight major
economies: France, Germany, Italy, Japan, the United Kingdom, the United States, Canada and Russia.
13 CNN, "India seeks solution to Kashmir conflict." 19 June,
1999.http://www.cnn.com/WORLD/asiapcf/9906/19/india.pakistan.01/ (accessed 19 Aug 2011).
14 Moonis Ahmar, "Pakistan Security Research Unit." Kashmir and The Process of Conflict
Resolution 16 (1 Aug 2007): 13.
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LL2. Third parties can offer more objective perspectives and help the involved parties to
find a common ground to work towards a mutual agreement for conflict resolution.
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CHAPTER 3
Neighbourly Disputes
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19 E l l e n , I , a n d M Tu r n e r. " D o e s n e i g h b o u r h o o d m a t t e r ? A s s e s s i n g r e c e n t
evidence." Housing Policy Debate. 8. : 833-866.
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has been putting much effort in preventing conflict and maintaining social harmony.20
Thus, social cohesion, especially at the neighbourhood level 21, is of utmost importance.
2%
Everyday
27%
3-5 times a week
17%
<3 times a week
54%
Figure 3.1 New estate residents' response on how often they talk to their neighbours
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Since we have identified that communication (LL1) and third party intervention is crucial
in conflict resolution (LL2), we have made this the focus of our project.
22 http://books.google.com.sg/books?
id=m3kl4xgKJ6IC&pg=PA208&lpg=PA208&dq=Close+vicinity+conflict+hdb+singap
ore&source=bl&ots=A4VTV4lkgq&sig=LVOfJpRXa1LBYKhbtjhWnVioc8&hl=en&ei=LwGoTv6xNoiGrAef_ztDQ&sa=X&oi=book_result&ct=result&resnum=5&sqi=2&ved=0CDYQ6AEwBA#v
=onepage&q&f=false
23 Kampong Glam Singapore A Word from the MP
http://www.kampongglam.org.sg/WordFromMP-25Jly10.html Retrieved 9 October
2011
24 http://sg.shownearby.com/place/Punggol-Singapore/1948/demographics/agegroup
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Also, in these regions, 71.4% of residents are working adults, who usually work late
and return home only after 9pm.25 This entails little familiarity between neighbours due
to limited time for interaction. Also, being new to the neighbourhood, neighbours are
significantly less familiar with each other compared to older estates. Conflicts are harder
to resolve when parties are not acquainted.26 Hence, providing a medium for them to
start communicating with one another would help to resolve conflicts.
CHAPTER 4
Project SOUND: Settling Our Unwanted
Neighbourly Disputes
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Mediators from Community Mediation Centre (CMC) confirmed that neighbour disputes
mainly occur due to lack of communication.27 With the increasing pace of life and hectic
lifestyles, 28 there is lesser interaction between neighbours today. This lack of familiarity
can perpetuate conflicts, making them harder to resolve. 29
27 Today, "Number of neighbour disputes hit high." Last modified Sep 13, 2011. Accessed October 9,
2011. http://www.todayonline.com/Singapore/EDC110808-0000102/Number-of-neighbour-disputes-hithigh.
28 Asia One Complain, complain, complain http://www.asiaone.com/News/The%2BNew
%2BPaper/Story/A1Story20101230-255612.html Retrieved 9 October 2011
29 Clarence, Chen. Asia One, "Complain, complain, complain ." Last modified Dec 01, 2010. Accessed
October 9, 2011. http://www.asiaone.com/News/The+New+Paper/Story/A1Story20101230-255612.html.
22 | P a g e
Our survey found that 86% of the public remain unaware of mediation as a solution to
conflicts. Former Minister of Law, Professor S. Jayakumar, stated that people should
turn to mediation as it is an affordable, accessible and effective alternative to settle
disputes.30 From our survey, 60% of respondents would file complaints to Court to settle
conflicts (Refer to Figure 3.1 below), even for the minor scenarios, incurring higher
costs and more time on residents. Mediation is often a better option as it is quicker, less
stressful and cheaper than going to court. 31 Therefore, this calls for the implementation
of our project.
30 Community Mediation Centre Singapore, First. "CMC Annual Report 2003/04." (2004): 1-40.
http://app2.mlaw.gov.sg/LinkClick.aspx?fileticket=BBnI5q2jbCg=&tabid=310 (accessed October 9,
2011).
31 http://www.human-law.co.uk/About-Mediation/Why-mediate.aspx
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15%
25%
Undergo Mediation
Lodge a Complaint
Discuss problem directly with
neighbour
60%
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Decrease
misunderstandings
Ensuring Be informed of
neighbours
inconveniences
are in the
know
Discussions in forums
Bonding in real life
through completing
Increasing
familiarity
favours
Initiated by leaving a
message
Ameliorate conflicts
Resolution
through third parties
through
offering their say
negotiation
Facilitated by CMC online
Resolution for fullblown
Resolution
conflicts
through
mediation
32
(LL2)
The Virtual Micro Estates is an online platform with the integration of notification
functions and forums to serve as a platform for interaction (LL1), along with mediation
features with the involvement of mediators to solve more severe conflicts (LL2). It will
follow the structural arrangement of the units in HDB flats (Refer to Figure 4.2 above),
with unit numbers only disclosed to those who approve by choosing privacy settings.
32 Conflict Research Consortium, University of Colorado, USA, "Third Party
Intervention." Accessed September 27, 2011.
http://www.colorado.edu/conflict/peace/treatment/3ptyint.htm.
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33Infocomm Development Authority of Singapore, First. "Annual Report 2009/2010." (2010): 8-50.
http://www.ida.gov.sg/Annual Report/2009/main.htm (accessed August 20, 2011).
34 W i l l i a m Ke l l y C o n s u l t i n g , " T h e C o n v e n i e n c e o f t h e I n t e r n e t . "
L a s t m o d i fi e d A u g u s t 1 6 , 2 0 1 1 . A c c e s s e d A u g u s t 3 0 , 2 0 1 1 .
h t t p : / / w w w. w i l l i a m k e l l e y c o n s u l t i n g . c o m / i n d e x . p h p ?
o p t i o n = c o m _ c o n t e n t & v i e w = a r t i c l e & i d = 2 2 : t h e - c o n v e n i e n c e - o ft h e - i n t e r n e t & c a t i d = 1 : fi n a n c e & I t e m i d = 2 .
35Tang, Xiaoya. "Online Behavior: Cyber Bullying and Other Malicious Online Actions Lisa Brien
LI815." Weebly. Emporia State University, Spring 2009. Web. (accessed October 20, 2011)
<http://lisabrienportfolio.weebly.com/uploads/1/7/5/8/1758692/online_behaviour.doc>
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4.5 Features
4.5.1 Notifications of Inconvenience
Inconveniences generate the most common conflicts in a neighbourhood as ones
actions often compromise anothers welfare. 36 For instance, household renovations may
cause noise pollution. This adversely affects residents in the vicinity, such as disturbing
a child studying for examinations or interrupting the sleep of other neighbours. Hence,
to resolve conflicts caused by inconveniences, a feature in our website is designed to
notify residents of these problems in advance, so that they are able to negotiate for the
necessary arrangements to avoid such situations(Refer to Figure 4.3 below).
36 Conflict Resolution Service, "Neighbourhood Disputes." Last modified 2008. Accessed October 25,
2011. http://www.crs.org.au/html/neighbourhood_disputes.htm.
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This informal negotiations thus prevent such conflicts from escalating through improving
understanding between neighbours (LL1). It will be displayed on the home page of the
website so that it is taken into greater consideration by users. 37 Furthermore, it also
ensures event schedules do not clash, since others can see what dates have already
been booked.38 Thus, this feature resolves and prevents tensions that may arise due to
the inconveniences, through communication between residents on the notification board
online.
37 N i e l s o n , J a k o b , a n d M a r i e Ta h i r. H o m e p a g e u s a b i l i t y : 5 0
websites deconstructed. New Riders, 2001.
38 AFP. "Singapore's 'void decks' reflect racial rainbow." Straits Times 24 Apr 2010. n. pag. Print. 13 Oct. 2011.
30 | P a g e
4.5.2 Negotiations
Issue: Bird droppings prevalent now in our estate due to unknown man feeding them causing
Nloria: I think we should appeal to the Town Council to place a sign No feed
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agreement on the best solution (LL1). If the acting parties are not involved in the
discussion board, affected parties can negotiate and report the matter and appeal for
their solution to authority like the Town Council or Group Representation Constituencies
(GRC). For the case mentioned above, residents may be able to come up with a
consensus on placing a sign that states No feeding of birds in the estates. Hence,
through the negotiations and communication between residents, conflict can be easily
resolved.
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Figure 4.5 Registration form for mediation on Community Mediation Centre's website
39 Joseph W., Goodman. "The Pros and Cons of Online Dispute Resolution: An Assessment of CyberMediation Websites." Duke Law of Technology. : 1-15.
http://www.law.duke.edu/journals/dltr/articles/pdf/2003DLTR0004.pdf (accessed August 21, 2011).
33 | P a g e
Since video conferencing is popular due to its convenience and low price, 40 our online
mediation services would appeal to the public. The use of web-cameras keep the
advantages that face-to-face mediation offers, as one can comprehend what the
opposite party is trying to convey through his body language without generating
misunderstandings41 (Refer to Figure 4.6 below).
Figure 4.6 Four-way video conference between parties in conflict and two mediators from CMC
401Justin, Massoud. MYCE, "Will video calling soon become as common as telephone calls?." Last
modified February 15, 2011. Accessed October 24, 2011. http://www.myce.com/news/will-video-callingsoon-become-as-common-as-telephone-calls-40079/.
41 D o h e r t y - S n e d d o n , G w y n e t h , a n d A n n e A n d e r s o n . " F a c e - t o - f a c e a n d v i d e o me diated communication: A comparison of dialogue structure and task
performance.."PsycARTICLES. 3. no. 2 (1997): 101-125.
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Anyone want to trade cultural food? I want to share my new recipe for murtabak!
Figure 4.7 Example of requests that can be made on the Favour Budding feature
42 "Indicator 12: Exchange Favors with Neighbors." Pennsylvania Civic Health Index 2010. Pennsylvania,
National Conference on Citizenship. 2010. Web. 20 Oct. 2011. http://ncoc.net/Indicator_12_PA.
43 Eshel, Iian. "On the neighbor effect and the evolution of altruistic traits." Theoretical Population Biology. 3.3
(2004): 258-277. Print.
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What differentiates our handbook from CMC is that it aims to raise awareness of the
process and benefits of mediation to the public (Refer to Figure 4.8 to the right). By
having a better understanding of it, they would be more inclined to use mediation as a
form of conflict resolution, hence achieving our project objectives. In addition, the
handbook would be distributed to the public for free at community centre. It will also be
available for download online.
The handbook is made concise and be rich in illustrations such as comic strips as
people learn better with pictures. 45 An online quiz with questions regarding the
44 C o n fl i c t R e s o l u t i o n , " B o o k s o n M e d i a t i o n . " L a s t m o d i fi e d 2 0 1 1 .
Accessed September 27, 2011.
h t t p : / / w w w. c o n fl i c t r e s o l u t i o n . c o m / b o o k s _ o n _ m e d i a t i o n . h t m l .
45 Cliff, Atkinson. Sociable Media, "The Cognitive Load of PowerPoint: Q&A with Richard E. Mayer ."
Last modified 2004. Accessed October 24, 2011. http://www.sociablemedia.com/articles_mayer.htm.
37 | P a g e
mediation process will also offer limited edition freebies if all questions are answered
correctly. This will provide incentives for residents to read our handbook.
We would be encouraging the public to undertake the public service mediation which is
virtually free and has a high rate of 75% in success in resolution. 46 A bonus would be
that residents who become interested in mediation consider undergoing professional
training to become a mediator under CMC, increasing the pool of mediators to offer the
service more extensively47.
To see the full Mediation Handbook, refer to Appendix J.
46 Ministry of Law, Community Mediation Center. Annual Report. Singapore: , 2010. Print.
47 Appendix D, Interview with CMC managers
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CHAPTER 5
Evaluation of Proposal
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A series of pre- and post-surveys were also used to determine our projects success.
The effectiveness of our project is gauged through publics receptiveness to our
proposed ideas, changes in publics mindset towards mediation and the opinion of those
who have been in conflict before regarding the effectiveness of our proposals in
resolving conflicts (Refer to Figure 5.1 to the right).
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Indicators of Success
Public's receptiveness
to proposal
Increased knowledge
of mediation and
communication to
resolve neighbourly
disputes
Proven effectiveness
of proposal in
resolving conflict
>75% of respondents
are willing to use our
proposed ideas
>50% of respondents
willing to switch to
mediation as conflict
resolution method.
>75% of respondents
who had conflict
before feels that our
proposal would have
better facilitated
conflict resolution.
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5%
Yes
No
95%
95% of our respondents expressed that they would be interested in using our Virtual
Micro Estates as a platform to resolve conflict and communicate with their neighbours in
the future, (Refer to Chart 5.2 above) fulfilling our first success indicator.
Such positive feedback can be attributed to the unique functions of the Virtual Micro
Estates capable of effectively addressing conflict management issues and promoting
communication which appealed to the residents. Thus, the residents will use our
proposal to resolve conflicts.
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Preferred choice of conflict resolution method when faced with neighbourly disputes
Pre-Pilot test Survey Results Post-Pilot test Survey Results
55%
60%
40%
25%
15%
5%
t
Discuss problem directly with neighbour
Lodge a Complain
Chart 5.3: Respondents preferred choice of conflict resolution methods when faced with
neighbourly disputes
Our pre- and post- pilot test survey consist of a series of common conflict scenarios
where respondents will choose which method they prefer to resolve conflicts. Initially,
majority (60%) of our participants chose to lodge a complaint. However, after promoting
our website and handbook, thus raising their awareness of the alternative methods to
conflict resolution, 50% of our respondents become willing to switch from lodging
complaints to undergoing mediation (Refer to Chart 5.3 above).
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The increased in percentage of respondents willing to utilize mediation shows that our
handbook is indeed informative, clear and we have successfully met our project aim to
promote mediation as a means to resolve conflict. This is further complemented by
another set of result which shows that more than 85% of the respondents regard our
handbook as effective in raising awareness of mediation ( Refer to Chart 5.4 below).
How far would you rate the effectiveness of our handbook in raising awareness of mediation as a means to resolve neighbourly disputes?
(with 1 as the lowest and 5 as the highest)
60%
50%
40%
Percentage of respondents 30%
20%
10%
0%
Ratings
Chart 5.4: Respondents rating of effectiveness of handbook (Post pilot test survey)
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Another set of data which is specifically targeted at residents who have experienced
disputes with their neighbours before shows that 85% of them think that our current
proposals are able to better facilitate conflict resolutions if available during their conflict.
(Refer to Chart 5.5 below)
Do you think that our proposal would have better facilitated conflict resolution if available during your conflict?
Yes No
15%
85%
Since respondents would only choose our proposals only if they are more beneficial,
this set of results is especially significant as it highlights that we are heading in the right
direction where our proposals are able to tackle the root of the problem capable of
settling neighbourly disputes.
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Being IT-savvy, our target audience will be familiar with the use of the Internet and
would not have any trouble navigating through our website; negotiations and mediation
online can take place smoothly to reach conflict resolution, making our project feasible
to implement.
48 Community Mediation Centre (CMC), "Mission and Goals." Last modified 2011. Accessed October
22, 2011. http://app2.mlaw.gov.sg/AboutCMC/MissionGoals/tabid/298/Default.aspx.
49 David A., Crowder. Building a Website for Dummies. Foster City, CA: IDG Books
Worldwide, Inc, 2000.
50 ooVoo, "Video Call." Last modified 2011. Accessed October 25, 2011.
http://www.oovoo.com/HowToooVooItem.aspx?pname=HowToooVooVideoCalling.
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mockingbird51 allow the creation of the specialised structure of our website suited for
HDB flats. These show that our ideas are realistic and manageable. In addition, the cost
for setting up a website is low, affordable by us. 52
CMC is also able and willing to provide us with relevant information for the creation of
our Mediation Handbook. As long as there is funding from possible sponsors such as
the Town Council and CMC in printing of our handbooks to the public, there would be
minimal difficulties in carrying out our project.
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By differentiating our website from other social-networking sites through its unique
features such as video conferencing etc., our website is specifically created for the
purpose of resolving neighbourly disputes. This provides a reason for users to access
our website, allowing us to achieve our aims to resolve conflicts.
53 Kathleen A., Begley. Face to Face Communication. Boston, MA: Thomson NETg,
2004.
54 Helpguide.org, "Conflict Resolution Skills." Last modified 2011. Accessed October
25, 2011. http://helpguide.org/mental/eq8_conflict_resolution.htm.
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unable to convey important nonverbal massages. Thus, it might be more effective for us
to transplant the video-conferencing function to online communication between
neighbours on our website as well.
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CHAPTER 6
Conclusion
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Chapter 6: Conclusion
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CMC is already involved in youth outreach educating students about peer mediation.
We can also distribute our Mediation Handbook to schools through collaboration with
CMC, further exposing students to methods of mediation more formal than peer
mediation. Thus, better equipping them with valuable skills which they can choose to
utilise when faced with future conflicts.
We can also integrate our Virtual Micro Estates onto Facebook. By tapping on this
popular medium56, the publicity for our website can be increased, ensuring a steady flow
of residents utilising it, making it sustainable in the long run.
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AFP. "Singapore's 'void decks' reflect racial rainbow." Straits Times 24 Apr 2010. n. pag. Print. (Accessed
October 13, 2011).
Ah Eng, Lai. "A Neighbourhood in Singapore: Ordinary People's Lives "Downstairs"." Asia Research Institutes
(National University of Singapore). no. 113 (2009): 1-23. (Assessed September 13, 2011).
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%2BPaper/Story/A1Story20101230-255612.html (Accessed October 9, 2011).
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Cliff, Atkinson. Sociable Media, "The Cognitive Load of PowerPoint: Q&A with Richard E. Mayer ." Last
modified 2004., http://www.sociablemedia.com/articles_mayer.htm. (Accessed October 24, 2011).
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http://app2.mlaw.gov.sg/LinkClick.aspx?fileticket=BBnI5q2jbCg=&tabid=310 (Accessed October 9, 2011).
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http://app2.mlaw.gov.sg/AboutCMC/MissionGoals/tabid/298/Default.aspx. (Accessed October 22, 2011).
Conflict Resolution Service, "Neighbourhood Disputes." Last modified 2008.,
http://www.crs.org.au/html/neighbourhood_disputes.htm. (Accessed October 25, 2011.).
Daily Times, Dr Farah Zahra. "ANALYSIS: Sustaining the India-Pakistan dialogue." 29 July,
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(Accessed August 19, 2011).
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"Impression should be dispelled that there is lack of communication (between Pakistan and India)," Prime
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"Indicator 12: Exchange Favors with Neighbors." Pennsylvania Civic Health Index 2010. Pennsylvania,
National Conference on Citizenship. 2010. Web. http://ncoc.net/Indicator_12_PA. (Accessed October 20, 2011).
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"Jammu & Kashmir Development Report." 2008.
http://planningcommission.nic.in/plans/stateplan/sdr_jandk/sdr_jkch3a.pdf (Accessed 19 Aug 2011).
Joseph W., Goodman. "The Pros and Cons of Online Dispute Resolution: An Assessment of Cyber-Mediation
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February 15, 2011. http://www.myce.com/news/will-video-calling-soon-become-as-common-as-telephonecalls-40079/.(Accessed October 24, 2011).
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Appendices
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Appendices
Appendix A- Letter to Community Mediation Centre
Temasek Junior College
22 Bedok South Road
Singapore 469278
Project Work Group 002
22nd August 2011
To Whom It May Concern:
Requesting for Interview Regarding Creation of Mediation Handbook
We are a group of students from Temasek Junior College who are currently
working on our GCE- A level examination Project Work paper. We would
greatly appreciate if you could grant our group a face-to-face interview with
an experienced mediator as part of our research for our project task.
Our project is entitled SOUND Settling Our Unwanted Neighbourly
Disputes. The main focus of our project seeks to resolve social conflicts
between neighbours in new estates through the creation of a handbook on
mediation skills as well as a website entitled Virtual Micro Estates. The
handbook will include simple tips and details on basic mediation skills which
will be brought across in the form of illustrations such as comic strips. We
hope that through reading our handbook, the public will be equipped with
basic peer- mediation skills and also be more aware of utilizing mediation as
a means to resolving disputes between their neighbours in the future, if any.
In addition, if the public are faced with difficult situations and in need for
further mediation, the handbooks will refer them to CMC. The Virtual Micro
Estates website is a visual representation of the HDB estates and it holds
several functions such as chatrooms and forums, allowing users to
communicate online as well as being able to facilitate conflict resolving
discussions with the help of a mediator or third party.
The Community Mediation Centre has been successful in organizing and
participating in events annually to encourage mediation as an effective
conflict resolution method. Therefore, we hope that the creation of our
handbook would complement the Community Mediation Centres efforts in
promoting mediation.
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Centre from 7a.m. to 12p.m. noon on the weekend of the first week of
September (10 11 September).
Once again, we sincerely request for permission for us to conduct our pilot
test at the Community Center. We assure you that our pilot testing will not
cause a great inconvenience to the public and hope for a positive reply. Our
contact address is ongpeijiacha@tjc.edu.sg or 98535814 for our group
leader, Charmaine Ong, if further information concerning our project is
required.
Thank you!
Yours sincerely,
Temasek Junior College
Project Work Group 002
Ong Pei Jia Charmaine,
Goh Chubin,
Teo Weiling,
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10am to 11am
Location:
Interviewees:
Ms Joanna Hor, Deputy Manager, Community Mediation Unit,
Ministry of Law
Ms Jovis Ang, Assistant Manager, Community Mediation Unit, Ministry
of Law
mainly these two for public education. But we also brief our partners in key
agencies what kind of cases they can refer to us that are suitable for
mediation.
Ms Hor: Actually our public awareness at this stage, were thinking of raising
awareness of CMC to the public, because this a centre that is set up for the
public and you dont even need to track somebody on your own. All you need
to do is come here, pay $5 for administrative fee because this is a public
service, and we facilitate the entire process including giving you a trained
mediator. So we train our mediation very thoroughly to go for a 2 day
workshop to equip them with skills. I mean, if youre talking about more basic
just what mediation is, a handbook like that can provide that. But
sometimes, you do need a certain controlled setting where the party has
someone else to facilitate their discussion which would actually help the
problem more than the 2 parties who already hate each other.
Im wondering what kind of tips you will put inside, because if youre talking
about conflict resolution as a whole, tips would definitely be talking to your
neighbour, write a letter to your neighbour, put in their letter box. They are
all sorts of ways that are things that people already knows. But what they
dont know is mediation skills and yet you cant just convey mediation skills
using a few words in a book. So content-wise, how strong will these tips be?
telling them there is someone to help you, rather than, you go and help
someone?
In terms of the handbook, I think you need to consider what society is like
first. If the society is really ready to do something like that would tell you
whether or not this plan is really workable and feasible and realistic. Like our
own handbook doesnt tell you mediation tips but how does mediation work,
where can I go, what kind of disputes are handled by CMC, who mediates. So
these are things that brings the people to us, and if youre in trouble you can
just call the hotline or come to us.
So what we try to do instead is to build this mediation culture from young. In
terms of the primary and secondary schools where we conduct assembly
programmes, they are to let them know that we conduct mediation.
Secondly, we have a peer mediation workshop, which is a bit more in depth
as the school would select student leaders who are a bit more mature or can
take on such skills and are willing to learn. We do this from young so that
hopefully, 10 years down the road, the work that you want to do may work
out a little later.
The main issue here is: content of the handbook and distribution methods
Charmaine: Do you think there are any plus points to our Virtual
Micro Estates the website for people to communicate with each
other online?
Ms Hor: I think that that is good, when in time to come, as the world
becomes more IT savvy, it is good to use an IT platform to get neighbours
talking to one another. It seems futuristic and possible. Now, it may not be as
effective but in the future I dont take away the possibility of it. Your target
group of new estate residents feels more possible since theyre younger
people.
Regarding the proposal in your letter on mediation chatrooms, I think another
issue is that there is this cloak of anonymity where you can hide behind the
screen and say something without any repercussions and the thought that
you can just drop one angry term. In mediation where you know the 4 people
there, if they enter a chatroom and they type mediation via chat I dont see
feasibility to it as they may intervene each other and it is hard for the
mediator to type over them.
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The use of webcams would seem more feasible since they can see each
other and are talking as per normal.
Charmaine: We were actually thinking of structuring the chatroom
such that after party A and party B have their say, they cannot
continue talking until after the mediations have given their say in it.
The plus point that were trying to draw from it is to make
mediation more accessible to the public through this online
platform, although I agree that webcams would be a better way to
combat the problem.
Ms Hor: Moving ahead, I think increasing accessibility online is definitely a
good option that you are trying to do. Its just how practically you can carry it
out that will help the discussion and not make it even more detrimental in
their relationship, because at the end of the discussion, the parties will still
see each other face to face. It may not help in their real face-to-face
interaction because they never really sat down to talk about it.
Charmaine: Our consideration was that those in new estates are
generally younger people but are still working, so they dont see
their neighbours as often because they are either at work or going
out. We hoped that by increasing this accessibility it would make it
more feasible for them to take up. Were thinking of tackling the
problem by linking it to our Virtual Micro Estates so that people
cannot be anonymous if they want to access such forums.
And perhaps they can still undergo the same procedures as
mediation in CMC, filling up the forms and processing it here. In
other words, offering it as an alternative compared to coming down
to the centre or having a mediator come down to your house. Do
you think that it would be okay?
Ms Hor: I think it is worth exploring but unless we see details we think that
itll be hard to tell. What is the pros and cons? I think if youre just looking at
the general idea now, typing would be less effective than webcam. But I do
see why webcam is useful also since younger generation may not have time
to come so we offer this alternative to them. And even if it is the same
procedures, talking to the person face-to-face will be different from seeing
them in the webcam.
Charmaine: Earlier you said that the people who come for mediation
are generally in their 30s to 60s. Because we were thinking of
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reaching out to those in their 20s for our proposal using the new
estates so that it would be more convenient for them to resolve
conflicts online as they may be busy and not want to come down to
have their conflict mediated.
Ms Hor: I think its definitely a good direction to move towards if you are
talking about the new generation. Young people these days have their lives
revolving around iPads and such, so screens may be more familiar to them,
but the practicality of it may need more fine-tuning, but the direction is good,
something that society is veering towards.
We can give some comments on tips for the handbook if it is just on exposing
people to mediation. I think itll be more interesting to hear from you what
kind of tips you think people need.
Charmaine: Thank you very much for your time!
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Differences in values
Others(please specify):___________________
Below are a few conflict scenarios. Please choose which option of
conflict resolution would you prefer to undertake.(1) Discuss
problem directly with neighbour, (2) Undergo Mediation, (3) Lodge a
Complaint
1. Water dripping from wet clothes on your laundry from neighbour living
directly above you.
1
/
2
/
3
2. Your neighbours making noise (playing of loud music, quarrels etc.) late
in the night disturbing you and your family.
1
/
2
/
3
3. Your neighbours are always leaving items along the shared corridor
obstructing the walkway.
1
/
2
/
3
4. Constant heated arguments between you and your neighbours due to
clash in cultures/interests.
1
/
2
/
3
5. Your neighbours are rude to you, sometimes inconsiderate in their
actions.
1
/
2
/
3
6. Your neighbours pets (e.g. dogs and cats) are being a nuisance to
you.
1
/
2
/
3
7. Disputes over religious practices such as burning of incense.
1
/
2
/
3
8. Your neighbours are smokers whose smoke often seeps into your
apartment, affecting you and your family.
1
/
2
/
3
9. Your neighbours are gamblers who owe loan sharks money, and you
are constantly being harassed by the loan sharks who splash paint on
your doors etc.
1
/
2
/
3
10.
Your neighbours are intruding your personal/ privacy space.
1
/
2
/
3
-End-
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9. Your neighbours are gamblers who owe loan sharks money, and you
are constantly being harassed by the loan sharks who splash paint on
your doors etc.
1
/
2
/
3
10.
1. Will you make use of our Virtual Micro Estates in times of conflict and
as a platform to communicate with your neighbours?
Yes / No
3. How far would you rate the effectiveness of our handbook in raising
awareness of mediation as a means to resolve neighbour disputes?
(With one being the lowest and 5 being the highest)
1
2
3
4
5
4. How far would you rate the importance of communication between you
and your neighbor/s after reading the handbook? (With 1 being the
lowest and 5 being the highest)
1
2
3
4
5
5. For those who have experienced neighbourly disputes before, do you
think that our proposal would have more effectively facilitated conflict
resolution if available during your conflict?
Yes / No
-End-
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42
No.
Respondents
of
3
20
19
0
0
Percentage of Respondents
7.0%
47.6%
45.2%
0.0%
0.0%
Percentage of Respondents
30.1%
69.0%
10-20
20-30
30-40
40-50
50 and above
3. If yes, have you tried to approach your neighbours to resolve the conflict?
No.
of
Options
Respondents
Percentage of Respondents
Yes
19
45.2%
No
23
54.8%
4. How often do you talk to your neighbours?
Options
Everyday
3-5 times a week
Less than 3 times a week
DO not talk at all
No.
Respondents
of
1
7
22
11
Percentage of Respondents
2.0%
17.0%
54.0%
27.0%
5. What do you think is the main cause of conflicts between neighbours? (You may choose more
than one)
No.
of
Options
Respondents
Percentage of Respondents
Lack of communication
38
90.2%
Lack of tolerance
21
50.0%
Differences in cultures
21
50.0%
Differences in values
15
35.7%
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6. Below are a few conflict scenarios. Please choose which option of conflict resolution you would
prefer to undertake. (1) Discuss problem directly with neighbour, (2) Undergo Mediation, (3)
Lodge a Complaint
a. Water dripping from wet clothes on your laundry from neighbour living directly above you.
No.
of
Options
respondents
Percentage of Respondents
1
22
52.4%
2
4
9.5%
3
16
38.1%
b. Your neighbours making noise (playing of loud music, quarrels etc.) late in the night disturbing
you and your family.
No.
of
Options
respondents
Percentage of Respondents
1
11
26.2%
2
2
4.8%
3
29
69.0%
c.
Your neighbours are always leaving items along the shared corridor obstructing the walkway.
No.
of
Options
respondents
Percentage of Respondents
1
14
33.3%
2
4
9.5%
3
24
57.2%
d. Constant heated arguments between you and your neighbours due to clash in cultures/interests.
No.
of
Options
respondents
Percentage of Respondents
1
10
23.8%
2
10
23.8%
22
52.4%
e.
f.
Your neighbours pets (e.g. dogs and cats) are being a nuisance to you.
No.
of
Options
respondents
Percentage of Respondents
1
11
26.2%
2
14.3%
25
59.5%
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of
10
15
17
Percentage of Respondents
23.8%
35.7%
40.5%
h. Your neighbours are smokers whose smoke often seeps into your apartment, affecting you and
your family.
No.
of
Options
respondents
Percentage of Respondents
1
13
30.9%
2
2
4.8%
3
27
64.3%
i.
Your neighbours are gamblers who owe loan sharks money, and you are constantly being
harassed by the loan sharks who splash paint on your doors etc.
No.
of
Options
respondents
Percentage of Respondents
1
0
0.0%
2
0
0.0%
3
42
100.0%
j.
of
0
2
40
Percentage of Respondents
0.0%
4.8%
95.2%
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42
1. Below are a few conflict scenarios. Please choose which option of conflict resolution you would
prefer to undertake. (1) Discuss problem directly with neighbour, (2) Undergo Mediation, (3)
Lodge a Complaint
a. Water dripping from wet clothes on your laundry from neighbour living directly above you.
No.
of
Options
respondents
Percentage of Respondents
1
22
52.4%
2
20
47.6%
3
0
0.0%
b. Your neighbours making noise (playing of loud music, quarrels etc.) late in the night disturbing
you and your family.
No.
of
Options
respondents
Percentage of Respondents
1
22
52.4%
2
20
47.6%
3
0
0.0%
c.
Your neighbours are always leaving items along the shared corridor obstructing the walkway.
No.
of
Options
respondents
Percentage of Respondents
1
22
52.4%
2
20
47.6%
3
0
0.0%
d. Constant heated arguments between you and your neighbours due to clash in cultures/interests.
No.
of
Options
respondents
Percentage of Respondents
1
6
14.3%
2
36
85.7%
0.0%
e.
f.
Your neighbours pets (e.g. dogs and cats) are being a nuisance to you.
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Options
1
No.
respondents
of
18
Percentage of Respondents
42.9%
24
57.1%
0.0%
Percentage of Respondents
14.3%
85.7%
0.0%
h. Your neighbours are smokers whose smoke often seeps into your apartment, affecting you and
your family.
No.
of
Options
respondents
Percentage of Respondents
1
16
38.1%
2
26
61.9%
3
0
0.0%
i.
Your neighbours are gamblers who owe loan sharks money, and you are constantly being
harassed by the loan sharks who splash paint on your doors etc.
No.
of
Options
respondents
Percentage of Respondents
1
4
9.5%
2
20
47.6%
3
18
42.9%
j.
of
2
37
3
Percentage of Respondents
4.8%
88.1%
7.1%
2. Will you make use of our Virtual Micro Estates in times of conflict and as a platform to
communicate with your neighbours?
No.
of
Options
Percentage of respondents
respondents
Yes
40
95.00%
No
2
5.00%
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3. Is our handbook clear in conveying the message of utilising mediation as a means of conflict
resolution as well as promoting conmunication between neighbours?
No.
of
Options
respondents
Percentage of respondents
Yes
42
100.00%
No
0
0.00%
4. How far would you rate the effectiveness of our handbook in raising awareness of mediation as a
means to resolve neighbour disputes? (With one being the lowest and 5 being the highest)
No.
of
Options
respondents
Percentage of respondents
1
0
0.0%
2
0
0.0%
3
6
14.3%
4
21
50.0%
5
15
35.7%
5. How far would you rate the importance of communication between you and your neighbor/s
after reading the handbook? (With 1 being the lowest and 5 being the highest)
No.
of
Options
respondents
Percentage of respondents
1
0
0.0%
2
0
0.0%
3
0
0.0%
4
15
35.0%
5
27
64.3%
6. For those who have experienced neighbourly disputes before, do you think that our proposal
would have more effectively facilitated conflict resolution if available during your conflict?
No.
of
Options
respondents
Percentage of respondents
Yes
11
85.0%
No
2
15.0%
13
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