Professional skills in the management of emotions of the mediator for the resolution of conflicts in tourism and other sectors

This paper exposes the qualities, principles and handling of emotions that must be possessed by the professional dedicated to Mediation in Conflict Resolution in Tourism Industry and other sectors. This document explains how a conflict of interest arises between the parties are involved; also, as the assumptions that allow the formation of rigid concepts and positions that keep people in their disagreements are introjected. The classical models of mediation were reviewed; narrative is treated as a valuable tool that helps to transform the life histories of human beings to reflect and to pose alternative scenarios of reconciliation and with that to contribute to the successful mediation; resilience is also analyzed not as resistance but as contribution of life and transformation of the conflict. The materials that were used were documents in order to have the basis and background of solving problems. It is clear that it will take some time to be part of the general acceptation because these conflicts are usually taken to a court and it is no yet, part of the Mexican culture.