Part One : The Mediator's Mindset.

1. The Conflict Management Continuum.

2. How to Analyze a Dispute.

3. Gearing Up.

Part Two: Initial Contact.

4. Telephone Contact.

5. Setting the Table.

6. The Opening Meeting: Standard Agenda.

Part Three: Caucuses.

7. Caucus Checkpoints.

8. Case Examples.

9. The "One Text" Worksheet.

Part Four: Shuttle/Joint Meetings.

10. Planning the Next Round.

11. The SOS (Summaries, Offers, Summaries) Model.

12. Resolving Impasses.

Part Five: Closing.

13. Testing the Agreement/Declaring Impasse.

14. Drafting.

15. Adjournment and Other Ceremonies.

Part Six: Variations.

16. Mediating "On the Fly": One-Session Reconciliation.

Appendix A: Communications Skills Review.

Appendix B: Sample Ground Rules and Forms.

Appendix C: Professional Organizations.

Appendix D: Further Reading.