In a moment when global military conflicts feel overwhelming and unrelenting, this episode underscores the essential role of effective dispute and conflict resolution. The conversation features Colin Rule, CEO of ODR.com and author of Online Dispute Resolution for Business, whose career includes overseeing 60 million disputes annually across 54 countries during his time leading online dispute resolution at eBay. Colin reflects on early experiences—from performing as Tevye in Fiddler on the Roof to participating in debate—that shaped his commitment to authentic argumentation and peace studies. He discusses how mediation training deepened his understanding of conflict resolution as a form of peacemaking. Throughout the discussion, Colin shares personal stories demonstrating the power of empathetic listening, authentic apologies, and a focus on fairness. The episode also explores how artificial intelligence is transforming the landscape of dispute resolution, creating both challenges and new opportunities. In a time when effective conflict resolution is urgently needed, Colin’s insights offer timely guidance on how we can design systems that lead to fairer, more constructive outcomes.
Once again, we are living in a time of military conflict. It seems like it is something that is inescapable, which is enough to make one who wishes for better to lose hope that it is possible. It can start to feel pretty overwhelming given the amount of suffering that continues to go on without reprieve.
This once again introduces the central importance of dispute and conflict resolution in our lives. It also emphasizes the importance of those who have the skills to help us navigate conflicts and dispute in order to come to some kind of outcome that is fair and equitable.
In this episode of Experience by Design, I’m fortunate to have Colin Rule, CEO of ODR.com, with ODR standing for online dispute resolution. Colin is the author of the book “Online Dispute Resolution for Business.” He also was the Director of Online Dispute Resolution, meaning that he has seen more conflict than the most experienced global negotiator. Colin shared insights from his experience at eBay, where they managed 60 million disputes annually across 54 countries, emphasizing the need for a fast and fair resolution system to maintain trust in online marketplaces.
We talk about his early stage appearance as Tevye in “Fiddler on the Roof” in high school, and his involvement in the debate team. He describes how debate influenced his desire to form authentic and genuine belief in his arguments. Colin explains how his interest in peace studies developed through mediation training and his understanding of conflict resolution as a form of peacemaking.
Colin shares personal experiences where empathetic listening resolved a long-standing dispute, highlighting the value of authentic apologies and understanding. We also discuss the concept of fairness and justice, especially in an era of artificial intelligence. Colin suggests that AI has transformed the landscape of dispute resolution, and while this change is irreversible, it presents new challenges and opportunities for the field.
In a time of needing greater dispute resolution to end conflict, it is a great moment to hear from Colin’s work in creating dispute resolution experiences.
Colin Rule: https://www.colinrule.com/
Colin Rule LinkedIn: linkedin.com/in/crule
“Online Dispute Resolution for Business”: https://www.amazon.com/Online-Dispute-Resolution-Business-Employment/dp/0787957313