A Framework For Increasing Perspective-Taking In Conflictual Discussions

Authors:

Abstract: Many online discussions can spill over into incivility, hate speech, and even violence both online and offline. Preventing escalation requires early conflict interventions that increase people’s empathy and perspective-taking. However, little is known about whether offline interventions that aim to achieve this are also effective online, or if novel conflict resolution approaches are needed. Here, we conducted a systematic review of the emerging and dispersed literature on communication interventions in online and offline discussions to understand if, and how, these can improve empathy and perspective-taking online. We find that communication interventions succeed at increasing empathy and perspective-taking if they increase willingness to engage with counter-attitudinal information, promote feelings of positive social connection between discussants, and explicitly encourage reflection. Online, the effectiveness of these interventions depends on suitable technological affordances. We conclude this review by providing a theoretical framework on fostering empathy and perspective-taking online, and suggest directions for future research.

Track: COMM

Keywords: conflict, conflict resolution, empathy, perspective-taking, CMC (computer-mediated communication), online discussion