From the eBook - 4th edition.
Approaches for managing and resolving disputes and conflicts --
The mediation process : mediator roles, functions, approaches, and procedures --
The practice of mediation --
Conflict analysis : understanding the causes of conflicts and opportunities for collaboration --
Negotiation and conflict resolution --
The mediation process : an overview --
Making initial contacts with disputing parties --
Collecting and analyzing background information --
Designing a plan for mediation --
Presenting parties' initial perspectives and developing an agenda --
Educating about issues, needs, and interests and framing problems to be resolved --
Generating options and problem solving --
Evaluating and refining options for understandings and agreements --
Reaching understandings and agreements and achieving closure --
Implementing and monitoring understandings and agreements --
Strategies for responding to special situations --
Strategies for multiparty mediation --
Toward an excellent practice for mediation.
