The popular "Mediator's Handbook" presents a time-tested, adaptable model for helping people work through conflict. Extensively revised to incorporate recent practice and thinking, the accessible manual format lays out a clear structure for new and occasional mediators, while offering a detailed, nuanced resource for professionals. Starting with a new chapter on assessing conflict and bringing people to the table, the first section explains the process step-by-step, from opening conversations and exploring the situation, through the phases of finding resolution deciding on topics, reviewing options, and testing agreements. The "Toolbox" section details the concepts and skills a mediator needs in order to: Understand the conflict; Support the people; Facilitate the process; Guide decision-making. Throughout the book, the emphasis is on what the mediator can do or say NOW, and on the underlying principles and core methods that can help the mediator make wise choices.
Long a popular course textbook for high schools, universities, and training programs, this Handbook is also a valued desk reference for professional mediators, and a practical guide for managers, organisers, teachers and anyone working with clients, customers, volunteers, committees or teams.
Preface
Overview
What is mediation?
A useful tool
What makes mediation work?
The mediator's role
The anatomy of the mediation process
The anatomy of a session
Process-centered mediation
Guiding principles
Mediation terms
THE PROCESS
Getting to the Table
Can mediation help this situation?
How people find a mediator
Voluntary or mandatory?
Initial conversations
Do they want to participate?
Defining the scope
Approaching the other parties
Should I be the mediator?
Pre-mediation agreements and review
Choosing a location
The Mediation Session Part I: Exploring the Situation
Preparing yourself, co-mediators
Setting up
Opening
Opening: Welcome & warm-up
Opening: Logistics
Opening: Orientation
Opening: Participants' role, willingness
Listening to Each Perspective
The Exchange
The Exchange: Facilitating
The Exchange: Tasks & flow
Clarify information
Check out interpretations
Listen for their concerns
Example + impact
Restate their interests
Note other relevant interests
Encourage empathy and reconciliation
Transition to Reaching Resolution
Separate Conversations
Uses for Separate Conversations
Breaking for Separate Conversations
Separate Conversations: Template
The Mediation Session Part II: Reaching Resolution
Reaching Resolution
Reaching Resolution: Sequence
Topic List
Topic List: Why it is crucial
Topic List: Drafting
Topic List: Wording
Midpoint check-in
Options
Options: Together come up with ideas
Options: Gut, interests, workability
Options: Reality testing
Decisions
Decisions: Gut, interests, workability
Decisions: Emotions, hesitations
Writing the Agreement
Writing the Agreement: Specifics
Writing the Agreement: Positive framing
Closing
Afterwards: Wrapping up
Multiple sessions
THE TOOLBOX
Understanding Conflict
Disputes & conflicts
Metaphors for understanding conflict
The conflict core
Common effects of conflict
The pleasures of conflict
When things heat up
The way out is through
The Conflict Triangle
People, Process, Problem
Which mode are you in?
Supporting the People
Supporting the people: Main skills
Setting the tone
Level of formality, taking notes
Confidentiality in practice
Giving your full attention
Elements of full attention
Acknowledging
Handling judgmental remarks
Protecting
From adversarial mode to cooperative mode
Avoid this Kettle of Fish
Attending to comfort & accessibility
Language and hearing difficulties
Working with people in all their variety
Finding commonalities
Scenarios: Emotionally difficult situations 111
Facilitating the Process
Facilitating the process
Impartial facilitation
Structuring the session
Structuring the discussion
When you can be directive
When to consult
Keeping on track
Crafting questions
Crafting questions: Word with care
Crafting questions: Spin it positive
Crafting questions: Follow up for clarification
Kinds of rewording
Reflecting back
Summarizing
Summarizing: Its many uses
Working visually
When to intervene
When to intervene: Stopping the momentum
When to intervene: Slowing the process down
Is it time to quit?
Ending a mediation
Scenarios: Facilitation challenges
Solving the Problem
Participants' starting point: Power & rights
Changing the "positions" mindset
Interests
Layers of interests
Why interests matter
Finding space for solutions
Reframing
Checking out (mis)interpretations
Lies, perceptions, deceptions
Plain description of facts and needs
Flip it! ? Outcome-focused interests
Tactful wording of interests and topics
Summary of interests
Topic List examples
Eliciting ideas: Brainstorming
Eliciting ideas: Opening up possibilities
Can mediators suggest options?
Visual aids for making decisions
Types of resolution
"Typical" or "good enough" resolutions
What-ifs
Fallbacks: Contingencies, uncertainties
Step-down agreements: Smaller scope
When there's no agreement
Final review: Workability
Final review: Future
Sample agreements
Scenarios: problem-solving challenges 173
Going Further
Going further
Adapting the process
Mediating with children & teens
Mediating across generations
Mediating family conflicts
Mediating employee conflicts
Participant evaluation
Mediator evaluation of a mediation
Evaluating yourself
The Handbook "soup pot"
Authors & contributors
Organizational support
Index
