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Advisor(s)
Abstract(s)
Numa sociedade cada vez mais e mais virada para a Internet e para a procura de
informação e soluções para todo e qualquer tipo de problema de forma instantânea,
imediata ou mesmo urgente, a resolução de conflitos na sua forma mais comum, ou seja, no
recurso judicial aos tribunais, parece começar a ser demasiado demorada e ineficaz. Neste
sentido, as pessoas procuram, de uma maneira cada vez mais recorrente, alternativas para
solucionar estes conflitos, de forma mais célere, sem que no entanto a avaliação da solução
encontrada perca qualidade.
Surgem, então, sistemas de resolução alternativa de conflitos (Alternative Dispute
Resolution – ADR), ou ainda no ambiente Web (Online Dispute Resolution – ODR). As
técnicas de ADR com maior destaque são a negociação, a arbitragem e a mediação. Em
qualquer dos casos, facilmente podemos associar a sua eficiência e eficácia à utilização da
argumentação no processo, satisfazendo as exigências dos implicados no conflito, já que é
dada voz às suas perspectivas sobre o mesmo.
Argumentar permite expor factos e justificações de suporte ou oposição relativamente ao
conflito, enriquecendo a solução e tornando mais claro o entendimento da mesma.
Neste trabalho será abordado o tema dos ADR, fazendo uma breve explicação da sua forma
de utilização, suas principais técnicas (a negociação, a arbitragem e a mediação), será
ainda abordada a argumentação, bem como a sua integração com os sistemas de resolução
alternativa de conflitos.
O modelo de argumentação de Toulmin foi objecto de análise e aplicação para a resolução
do problema definido nesta dissertação, através da sua aplicação aos processos de
argumentação. Será proposto um modelo suporte à resolução alternativa de conflitos, e
desenvolvido um protótipo que permita a sua validação no contexto estudado.
In a society that turns itself more and more to the Internet pursuing information and solutions for any kind of problem instantaneously, immediate or even in an urgent way, the conflict resolution on its most common form, i.e., in the judicial courts, seems to become very inefficient and ineffective. In this sense, people, more recurrently, seek for alternatives to solve these conflicts more efficiently, without, however, having loss of quality in the evaluation of the solution. So, the Alternative Dispute Resolution (ADR) appears, or also in the Web, as Online Dispute Resolution (ODR). The ADR techniques with more relevance are negotiation, arbitration and mediation. In any of these cases, it is possible to easily associate its efficiency and effectiveness to the use of argumentation in the process, satisfying the requirements of those involved in the dispute, as their perspectives on the conflict are heard. Arguing allows exposing facts and evidence of support or opposition for the conflict, enriching the solution and making its understanding more clear. In this work, ADR theme will be addressed, with a brief explanation about its utilization and its main techniques (negotiation, arbitration and mediation). Argumentation will also be explained, as well as its integration with ADR systems. Toulmin’s argumentation model was analysed and applied as a solution to the problem defined in this dissertation, applying it to argumentation processes. A model to support alternative dispute resolution will be proposed and a prototype will be developed allowing its validation in the studied context.
In a society that turns itself more and more to the Internet pursuing information and solutions for any kind of problem instantaneously, immediate or even in an urgent way, the conflict resolution on its most common form, i.e., in the judicial courts, seems to become very inefficient and ineffective. In this sense, people, more recurrently, seek for alternatives to solve these conflicts more efficiently, without, however, having loss of quality in the evaluation of the solution. So, the Alternative Dispute Resolution (ADR) appears, or also in the Web, as Online Dispute Resolution (ODR). The ADR techniques with more relevance are negotiation, arbitration and mediation. In any of these cases, it is possible to easily associate its efficiency and effectiveness to the use of argumentation in the process, satisfying the requirements of those involved in the dispute, as their perspectives on the conflict are heard. Arguing allows exposing facts and evidence of support or opposition for the conflict, enriching the solution and making its understanding more clear. In this work, ADR theme will be addressed, with a brief explanation about its utilization and its main techniques (negotiation, arbitration and mediation). Argumentation will also be explained, as well as its integration with ADR systems. Toulmin’s argumentation model was analysed and applied as a solution to the problem defined in this dissertation, applying it to argumentation processes. A model to support alternative dispute resolution will be proposed and a prototype will be developed allowing its validation in the studied context.
Description
Keywords
Resolução alternativa de conflitos (ADR) Arbitragem Mediação Modelos de argumentação Toulmin Alternative Dispute Resolution (ADR) Arbitration Mediation Argumentation models
Citation
Publisher
Instituto Politécnico do Porto. Instituto Superior de Engenharia do Porto