Includes bibliographical references (p. 163-167).

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 -- App. Procedures -- App. Policies and Letters -- App. Evaluation Forms -- App. National Mediation Organizations -- App. Mediation Training -- App. About Friends Conflict Resolution Programs.