The mediator's handbook / Jennifer E. Beer and Eileen Stief

Contents

Overview
The mediation process
Guiding principles
Understanding Conflict
When is mediation useful?
Sample situations
The mediator

The Mediation Session
Preparation
Opening statement
Uninterrupted time
The exchange
Separate meetings
Setting the agenda
Building the agreement
Writing the agreement
Closing statement
Multiple sessions
Wrap-up

Supporting the people
Your mediator's toolbox
Giving good attention
Acknowledging
Setting a tone
Encouraging
Group needs & simple language
Language and hearing difficulties
Avoid this kettle of fish
Confidentiality in practice
Staying impartial
Cultural patterns
Emotionally difficult situations

Controlling the process
Directing
Should I intervene?
Setting boundaries & groundrules
Summarizing
Restating
Confronting
Protecting
Is it time to quit?
When things get out of control

Solving the problem
Taking notes
Asking the right questions
Negotiation terms
Interests
Positions
Mediatable issues
Reframing their words
Eliciting ideas
Exploring alternatives
Testing for agreement
Sample agreements
When no resolution is in sight

Informal mediation
Mediating informally
Processes for intervening in conflicts
Formal and informal mediator roles
Should I be the mediator?
Persuading them to mediate
Setting up a mediation
Family conflicts
Mediating with children or teenagers
Mediating in the workplace