Automated cross-cultural conflict management

• US 8,463,714 B1
• Filed: 11/13/2000
• Issued: 06/11/2013
• Est. Priority Date: 11/13/2000
• Status: Active Grant

• Current Assignee: eBay Inc.
• Original Assignee: eBay Inc.
• Inventors: Femenia, Nora, Pomerance, Brenda
• Primary Examiner(s): Elisca, Pierre E
• Application Number:
  US09/711,578
• Time in Patent Office: 4,593 Days
• Field of Search: 705/80, 705/78, 705/14, 705/1, 705/26, 705/27, 705/37
• US Class Current: 705/80
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 50/188 Electronic negotiation

Abstract

A conflict or dispute between at least two parties is managed to reflect the cultural context of the parties. When the party is from a low context culture, conflict management assumes the party prefers to adopt a transactional viewpoint and to select from a set of possible resolutions. When the party is from a high context culture, dispute resolution assumes the party prefers to view the dispute as part of a relationship and to be advised as to appropriate actions. A system bridges between the cultural contexts of the parties by collecting and providing information in accordance with the preferred procedure of each party.

Claims

1. A method of managing a dispute about a pre-existing contract, the method comprising:

automatically receiving, over a network by a system computer, information relating to the dispute, the information being generated from one of an initiator computer associated with an initiator and a respondent computer associated with a respondent, the initiator and the respondent being parties to the pre-existing contract; and

iteratively providing portions of the information to the other of the initiator computer and the respondent computer in accordance with predetermined criteria, the predetermined criteria relating to either a rating of a portion of the information supplied after a start of the dispute by the initiator or the respondent, or relating to the number of portions of the information to be provided at an iteration.

2. The method of claim 1, further comprising automatically retrieving information relating to the community of the other of the initiator and the respondent.

3. The method of claim 1, wherein the received information includes at least one factor and an evaluation of a desirability or a cost of the at least one factor.

4. The method of claim 3, wherein the at least one factor includes at least two items including an historical harm, a future harm, an incentive, a punishment, a request, an offer, and a desired outcome.

5. The method of claim 1, further comprising iteratively receiving, at the system computer, factors relating to the dispute from the other of the initiator computer and the respondent computer.

6. The method of claim 1, further comprising iteratively receiving evaluations of a desirability or a cost of the portions of iteratively provided information from the other of the initiator computer and the respondent computer.

7. The method of claim 1, further comprising automatically proposing an agreement to resolve the dispute based on the received information.

8. The method of claim 7, wherein the agreement is automatically proposed in accordance with factors relating to the dispute received from the other of the initiator computer and the respondent computer.

9. The method of claim 8, wherein the agreement is automatically proposed by the system computer in accordance with a received evaluation of desirability from the initiator computer or the respondent computer and a received evaluation of cost from the other of the initiator computer or the respondent computer, the evaluations being associated with the same portion of the dispute related information or the same dispute related factor.

10. The method of claim 1, further comprising automatically providing advice from the system computer to the other of the initiator computer and the respondent computer based on iteratively provided information.

11. An apparatus to manage a dispute about a pre-existing contract, the apparatus comprising:

a computer automatically to receive information relating to the dispute from one of an initiator and a respondent, the initiator and the respondent being parties to the pre-existing contract, the computer further iteratively to provide portions of the information to the other of the initiator and the respondent in accordance with predetermined criteria relating to either a rating of a portion of the information supplied after a start of the dispute by the initiator or the respondent, or relating to the number of portions of the information to be provided at an iteration.

12. The apparatus of claim 11, wherein the computer is also to automatically retrieve information relating to the community of the other of the initiator and the respondent.

13. The apparatus of claim 11, wherein the received information includes at least one factor and an evaluation of the desirability or cost of the factor.

14. The apparatus of claim 13, wherein the at least one factor includes at least two items including an historical harm, a future harm, an incentive, a punishment, a request, an offer, and a desired outcome.

15. The apparatus of claim 11, wherein the computer is also iteratively to receive factors relating to the dispute from the other of the initiator and the respondent.

16. The apparatus of claim 11, wherein the computer is also iteratively to receive evaluations of the desirability or cost of the portions of iteratively provided information from the other of the initiator and the respondent.

17. The apparatus of claim 11, wherein the computer is also automatically to propose an agreement to resolve the dispute based on the received information.

18. The apparatus of claim 17, wherein the agreement is automatically to be proposed in accordance with factors relating to the dispute received from the other of the initiator and the respondent.

19. The apparatus of claim 18, wherein the agreement is automatically to be proposed in accordance with an evaluation of desirability from the initiator or the respondent and an evaluation of cost from the other of the initiator or the respondent, the evaluations being associated with the same portion of the dispute related information or the same dispute related factor.

20. The apparatus of claim 11, wherein the computer is also automatically to provide advice to the other of the initiator and the respondent based on iteratively provided information.