Part One: Understanding Dispute Resolution and Mediation.

1.Approaches to Managing and Resolving Conflict.

2.How Mediation Works.

Part Two: Laying the Groundwork for Effective Mediation 3 Managing Initial Contacts with the Disputing Parties.

4.Selecting a Strategy to Guide Mediation.

5.Collecting and Analyzing Background Information.

6.Designing a Detailed Plan for Mediation.

7.Building Trust and Cooperation.

Part Three: Conducting Productive Mediations.

8.Beginning the Mediation Session.

9.Defining Issues and Setting an Agenda.

10.Uncovering Hidden Interests of the Disputing Parties.

11.Generating Options for Settlement.

Part Four: Reaching a Settlement 12 Assessing Options for Settlement.

13.Conducting Final Bargaining and Reaching Closure.

14.Achieving Formal Agreement or Settlement.

15.Strategies for Dealing with Special Situations.

16.Strategies for Multiparty Mediation.

17.Toward an Excellent Practice of Mediation.

Conclusion: Challenges for the Growth and Development of Mediation.

Resource A: Professional Practice Guidelines: The Association for Conflict Resolution (ACR) Ethical Standards of Professional Responsibility.

Resource B: Mediation Services Agreement: Sample Waiver and Consent Form.

Resource C: Settlement Documentation Form: Sample Memorandum of Understanding.

Resource D: List of Professional Associations and Organizations, Journals, and Training Resources.

References.

About the Author.

Name Index.

Subject Index.