FOREWORD
INTRODUCTION 1

SECTION 1:
AN INTRODUCTION TO MEDIATION

The Necessity for Mediation 1
What is mediation? 11
Disputes anyone can mediate 14
The risks of not mediating 16
Conflict Pathways 24
Alternatives to mediation 24
Mentalities that resist mediation 26
How conflicts come to mediation 28

SECTION 2:
CONDUCTING THE MEDIATION SESSION

Opening Remarks 34
Step 1: Welcome and introduction 36
Step 2: Voluntary nature of mediation 37
Step 3: Your role as mediator 37
Step 4: Agreement on ground rules 38
Step 5: Review the agenda 44

Exploring Facts and Feelings 45
Step 6: Getting the facts 46
Step 7: Questions and response 51
Step 8: Exploring feelings 55

Resolution 60
Step 9: The Agreement 61
Step 10: Addressing future conflicts 68
Step 11: Drafting the resolution 71
Summarizing the steps 73

SECTION 3:
THE DYNAMICS OF MEDIATION

Creating a Favorable Mediation Environment 76
Mediation models 76
Location 78
Lighting 79
Color 79
The great table debate 80
Body language 81
Seating orientation 82
The qualities of a successful mediator 85

Surviving Deadlocks, Tension and Allies 89
When mediation fails 89
High tension disputes 95
Witnesses 97
Support persons 98
Attorneys 102

Advanced Mediation 104
Perspective through visualization 104
The power of agreement 110

SECTION 4:
APPLICATIONS FOR MEDIATION

Mediation in the Work Place 114
Installing a mediation policy in the work place 115
Using an internal mediator 119
What to look for in an internal mediator 121
Using an external mediator 122
What to look for in an external mediator 125
Record keeping 126

Mediation in Schools 127
Internal mediation 127
Installing internal mediation 130
Community mediator support 131
Establishing the mediation protocol 131
Student mediator selection 132
Communication 133
Record keeping  133
External mediation 134

Other Applications 136
Mediation for therapist 137
Attorneys and mediation 139
Attorneys as mediators 142
Attorneys referring conflicts to mediation 144
Victim/offender mediation 145
Other Applications 147
Divorce cases 147
Disputes against healthcare providers 147
Commercial disputes 148
Personal injury/property damage 148
Franchise disputes 150
Business partnerships 151
Product liability 152
Securities industry 153

The Future of Mediation 154
Real estate transactions 155
Prenuptial agreements 158

APPENDIX I 162
Consent and Confidentiality Agreement 163

APPENDIX II 163
Items of Agreement 163

APPENDIX III 165
Agreement 165

APPENDIX IV 000

RESOURCES 000