The Mediator's Handbook Book

	Preface
	Contributors
	Overview
	The Mediation Process	3
	Guiding Principles	8
	Understanding Conflict	10
	When Is Mediation Useful?	16
	Sample Situations	19
	The Mediator	23
	The Mediation Session
	Preparation	27
	Opening Statement	31
	Uninterrupted Time	34
	The Exchange	37
	Separate Meetings	42
	Setting the Agenda	46
	Building the Agreement	50
	Writing the Agreement	53
	Closing Statement	61
	Multiple Sessions	62
	Wrap-Up	64
	Supporting The People
	Your Mediator's Toolbox	67
	Giving Good Attention	68
	Acknowledging	70
	Setting a Tone	71
	Encouraging	72
	Group Needs & Simple Language	73
	Language and Hearing Difficulties	74
	Avoid This Kettle of Fish	75
	Confidentiality In Practice	76
	Staying Impartial	77
	Cultural Patterns	80
	Emotionally Difficult Situations	84
	Controlling the Process
	Directing	89
	Should I Intervene?	92
	Setting Boundaries & Groundrules	93
	Summarizing	94
	Restating	95
	Confronting	96
	Protecting	97
	Is It Time to Quit?	98
	When Things Get Out of Control	100
	Solving The Problem
	Taking Notes	105
	Asking The Right Questions	106
	Negotiation Terms	109
	Interests	110
	Positions	113
	Mediatable Issues	115
	Reframing Their Words	119
	Eliciting Ideas	120
	Exploring Alternatives	123
	Testing for Agreement	124
	Sample Agreements	125
	When No Resolution is in Sight	127
	Informal Mediation
	Mediating Informally	133
	Processes for Intervening in Conflicts	134
	Formal and Informal Mediator Roles	136
	Should I be the Mediator?	137
	Persuading Them to Mediate	138
	Setting up a Mediation	141
	Family Conflicts	142
	Mediating with Children or Teenagers	144
	Mediating in the Workplace	146
App	Procedures	151
App	Policies and Letters	153
App	Evaluation Forms	156
	App: Bibliography	160
App	National Mediation Organizations	164
App	Mediation Training	166
App	About Friends Conflict Resolution Programs	167