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|a Sumari: 1. Introduction, p. 1 2. Methodology, p. 2 3. The Context, p. 4 3.1 Immigration in Catalonia, p. 4 3.2 The Emergence intercultural mediation programs, p. 6 4. The Work of intercultural mediators, p. 10 4.1 The profile of intercultural mediators, p. 10 - Ethnocultural origin, p. 11 - Age and gender, p. 12 - Immigration stories and personal characteristics, p. 13 - Education, languages and training, p. 15 - Workplace, p. 18 - Working hours, contractual regime and precariousness, 19 - Professional mediation experience, p. 20 4.2 Functions, activities and areas of intervention, p. 21 4.2.1 Functions and activities of the mediator, p. 22 - Facilitation of cross-cultural communications, p. 24 - Cross-cultural counseling and personal support, p. 24 - Social welfare outreach, p. 26 - Promotion of cross-cultural interaction and community participation, p. 27 - Promotion of immigrant integration and norm transmission, p. 28 - Conflict management and resolution, p. 28 4.2.2 Areas of intervention, p. 29 4.3 Managing intercultural conflict, p. 33 4.3.1 Disputes, conflicts and trouble spots, p. 35 4.3.2 Conflict prevention, p. 41 4.3.3 Mediating conflicts and disputes, p. 44 - The Mediation process, p. 44 - Bridging the gaps, p. 47 - Managing barriers to conflict resolution, p. 51 4.4 Legal brokering, p. 55 - Granting access to welfare rights, p. 55 - Legal interfaces, p. 56 - Transmitting legal and social norms, p. 57 - Mediating between legal cultures?, p. 59 - Avoiding law enforcement institutions?, p. 61 4.5 Users and alternatives, p. 62 4.5.1 Typology of users, p. 62 4.5.2 Users' Perception of and approach to mediation, p. 64 4.5.3 Alternatives?, p. 68 5. Puzzling questions, p. 70 5.1 Is culture that relevant?, p. 70 5.1.1 Culture and conflict. A complex relation, p. 70 5.1.2 Mediator's approach to culture, p. 71 - Understanding cultural differences, p. 71 - Dealing with culture, p. 74 - The Internal conflict: negotiating and identity, p. 76 5.2 Is it really mediation?, p. 77 5.3 An Intercultural approach?, p. 83 - The Paradigm of interculturality. The Dialogical dialogue, p. 84 - Mediation and the discourse of interculturality, p. 85 - Is it Intercultural?, p. 86 6. Concluding remarks. The Complex plasticity of mediation, p. 89 Resum: Els programes de mediació intercultural són quelcom nou a Catalunya, especialment els desenvolupats per administracions locals, i destinats a la creixent migració no originària de la Unió Europea. Els mediadors interculturals, que generalment treballen per relacionar immigrants africans i les administracions públiques, porten a terme una gran varietat de tasques. El seu rol actual, base del treball de camp etnogràfic, és examinat per aquest document, concentrant-se especialment en l'activitat com a mediadors en la gestió del conflicte intercultural i d'enllaç entre cultures. Analitza com actuen com a tercera part neutral en negociacions per al diàleg intercultural, i donant eines als professionals del sector públic. En definitiva, es defineix la situació i funció del mediador a Catalunya.
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Médiation interculturelle en milieu hospitalier evaluation de la formation