Menyelesaikan perselisihan

This page is a translated version of the page Dispute resolution and the translation is 36% complete.

Outdated translations are marked like this.

For the essay, see Dispute resolution (essay). For the proposed committee, see Dispute resolution committee.

Laman ini menjelaskan bagaimana untuk menyelesaikan pertikaian dengan pengguna lain.

Secara umumnya, cuba untuk elakkan berlakunya perdebatan hangat dengan kekal tenang dan mempertimbangkan dengan teliti akan sudut pandangan penyunting lain. Jika pertikaian terjadi, cuba untuk berkomunikasi dengan mereka yang terlibat secara peribadi atau luangkan masa dengan melakukan aktiviti selain projek bagi meningkatkan kesedaran. Lebih tepatnya, lihat langkah-langkah di bawah mengikut turutan yang disediakan.

Penyelesaian secara tidak formal

Penghindaran

Cara terbaik untuk menyelesaikan pertikaian adalah untuk mengelakkannya serta-merta. Hormatilah mereka yang lain dan pertimbangkan sudut pandangan mereka dengan teliti.

Anda tidak perlu membalikkan mana-mana suntingan yang telah dibuat dengan baik. Jika seseorang membuat suntingan yang dirasakan tidak neutral atau tidak tepat, lakukan penambahbaikan terhadap suntingan itu atau membalikkannya secara manual dengan meletakkan ringkasan yang sopan yang menjelaskan kenapa anda membalikkan suntingan itu.
Meletakkan ringkasan suntingan yang bagus apabila melakukan perubahan yang besar mungkin dibantah oleh pengguna lain. Versi semakan yang anda pilih tidak boleh dibalikkan, dan berkemungkinan mencetuskan perbalahan dari pengguna lain. Jika anda berdepan dengan perbuatan tidak baik atau biadap, tahan amarah anda daripada merespon secara membuta tuli dan elakkan serangan peribadi.

Perbincangan

Langkah pertama dalam menyelesaikan kebanyakkan konflik adalah dengan membincangkan isu tersebut. Ia boleh dilakukan sama ada dengan menghubungi pihak yang terlibat menerusi laman perbincangan pengguna atau gunakan laman perbincangan yang neutral dan relevan. Jika pertikaian itu melibatkan kandungan, jangan sesekali membiarkan amarah dilepaskan dalam bentuk mengubah kandungan laman. Kekal tenang, elakkan serangan peribadi, pertimbangkan sudut pandangan pelbagai pihak dan cuba untuk mencapai persepakatan. Anggaplah pihak yang terlibat itu mempunyai niat yang murni melainkan anda mempunyai bukti kukuh perlakuan sebaliknya.

Both at this stage and throughout the dispute resolution process, you must make a serious attempt at discussion and compromise. Failure to do so shows that you are trying to escalate the dispute instead of resolving it. This will make people less sympathetic to your position and may prevent you from effectively using later stages in dispute resolution. In contrast, sustained discussion and serious negotiation between the parties, even if not immediately successful, shows that you are interested in finding a solution that fits within Wikipedia policies.

Disengagement

Try agreeing with the other user that until the dispute is resolved, neither will do anything to escalate it. For example, you might agree not to edit a controversial page or use administrator access, depending on the dispute. This allows others to consider the issue fairly without the confusion of ongoing escalation, and helps keep discussion calm.

If discussion fails or becomes heated, try disengaging further for a while. Participate constructively elsewhere, bring in an outside user, or both. Avoid going back to the area of dispute; respond to questions about it on your user talk page and direct the questioner to take their issues to a relevant talk page to keep all relevant discussion in one place. This is particularly helpful when disputing with new users, as it gives them a chance to familiarize themselves with the project's policy and culture.

Take a long-term view. In due course the problem may simply disappear, either because the other user moved on or more users became involved.

Invite neutral users

It might help to ask neutral users to join the discussion. Many disputes that cannot be resolved through direct discussion may be resolved with input from uninvolved users. Depending on the dispute, you may need to expose the issue to a larger audience. Consider posting to a local community discussion page or on Requests for comments, or discuss on IRC with other users.

If consensus is difficult to gauge from discussion alone, consider conducting a survey of opinion in order to clarify the issues in the discussion. Note that a survey cannot generate consensus, but is helpful for understanding it. Similarly, if you believe that users are ignoring a consensus, a survey cannot force those users to accept your proposed consensus. Although a survey might assist users in understanding the balance of opinions and reasons for those opinions on a given dispute, it can also easily degenerate into an argument over whether a particular survey is fairly constructed or representative. See w:Wikipedia:Discuss, don't vote for reasons why discussion is necessary and superior to voting.

Formal resolution

In some cases, the above steps will fail even if everyone involved seriously tries to reach an agreement. You can try one or several of the following steps, depending on the nature of the dispute and the preferences of people involved. Note that later steps of the dispute resolution process will be easier if you follow as many of these steps as feasible.

Mediation

Request that a respected neutral user mediate the dispute. Mediation is a voluntary process in which a neutral person helps guide discussion towards an agreement that can be acceptable to everyone. When requesting mediation, be prepared to show that you tried to resolve the dispute using the steps listed above, and that all parties to the dispute are in agreement to mediate. Mediation cannot take place if all parties are not willing to take part. The mediator will work to let everyone express their points of view and listen to each other, so you can arrive at a satisfactory agreement for everyone. Mediation is a confidential and collaborative process of conflict resolution.

Arbitration

As a last resort, having taken all other reasonable steps to resolve the dispute, you can submit the dispute for arbitration. Unlike mediation, in which the third party only helps the disputing users reach an agreement, an arbitration committee will impose a binding solution that all users must obey. Solutions may involve removal of access, blocking users, or forcing users to avoid editing the area of dispute. Such a decision will be enforced as necessary. If this doesn't work switch off the computer and take a break.