<Ul> <Li> delivering respect, for example, affirming the feelings of a visitor, while staying explicitly neutral on the facts of a case, </Li> <Li> active listening, serving as a sounding board, </Li> <Li> providing and explaining information, one - on - one, for example, about policies and rules, and about the context of a concern, </Li> <Li> receiving vital information, one - on - one, for example, from those reporting unacceptable or illegal behavior, </Li> <Li> reframing issues, </Li> <Li> helping to develop and evaluate new options for the issues at hand, </Li> <Li> offering the option of referrals to other resources, to "key people" in the relevant department, and to managers and compliance offices, </Li> <Li> helping people help themselves to use a direct approach, for example, helping people collect and analyze their own information, helping people to draft a letter about their issues, coaching and role - playing, </Li> <Li> offering shuttle diplomacy, for example, helping employees and managers to think through proposals that may resolve a dispute, facilitating discussions, </Li> <Li> offering mediation inside the organization, </Li> <Li> "looking into" a problem informally, </Li> <Li> facilitating a generic approach to an individual problem, for example instigating or offering training on a given issue, finding ways to promulgate an existing policy, </Li> <Li> identifying and communicating throughout the organization about "new issues," </Li> <Li> identifying and communicating about patterns of issues, </Li> <Li> working for systems change, for example, suggesting new policies, or procedures, </Li> <Li> following up with a visitor, following up on a system change recommendation . (See Rowe, Mary, Informality--The Fourth Standard of Practice, in JIOA, vol 5, no 1, (2012) pp 8--17 .) </Li> </Ul> <Li> delivering respect, for example, affirming the feelings of a visitor, while staying explicitly neutral on the facts of a case, </Li> <Li> active listening, serving as a sounding board, </Li> <Li> providing and explaining information, one - on - one, for example, about policies and rules, and about the context of a concern, </Li>

Which of the following statements is true of alternative dispute resolution (adr) systems