Mediating Interpersonal and Small Group Conflict

Table of Contents

• Cover 1
• Title 2
• Copyright 3
• Table of Contents 4
• PREFACE 7
• THE THEORY 10
• Chapter One: Conflict Theory 11
• History 11
• Defining Conflict 12
• Responding to Conflict 14
• Conflict Styles 15
• The Conflict Resolution Continuum 16
• Alternative Dispute Resolution 17
• Benefits of ADR 21
• Criticisms of ADR 22
• Restorative Justice 23
• Conflict and Culture 24
• Chapter Two: Mediation Theory 27
• History 27
• Defining Mediation 30
• The Process of Mediation 32
• The Role of a Mediator 35
• Approaches to Mediation 36
• Four Common Mediation Classification Schemes 38
• Helping Parties Select an Approach 39
• Benefits of Mediation 41
• The Training of Mediators 42
• Mediation Associations 44
• Current Debates and Trends 45
• Bibliography for Chapters One and Two 51
• THE PRACTICE 56
• Chapter Three: Conflict 57
• Understanding Conflict 58
• Key Points about Conflict 60
• Four A's of Conflict Management 60
• Causes of Conflict 61
• Types of Conflict 63
• Escalation and De-escalation 64
• Levels of Conflict 65
• Positional and Interest-Based Conflict Resolution 66
• The Influence of Perception 67
• Conflict Styles 68
• Assessing Conflict Guide 71
• Consensus 74
• When You Are Involved in the Conflict 75
• Reducing Defensiveness 76
• Chapter Four: Communication 77
• Communication Process 78
• Communication Breakdown 79
• Non-verbal Communication 80
• Barriers to Communication 81
• Reflective Listening 83
• Tools for Reflective Listening 85
• Some Feeling Words 86
• Asking Questions 88
• Other Types of Questions 91
• Reframing 92
• Immediacy 95
• Bridging 96
• Confrontation 97
• Normalizing, Transparency and Temperature Taking 98
• Non-defensive Response 99
• Non-blaming Statements 100
• Asking for Feedback 101
• Words to Watch 102
• Culture and Communication 104
• Chapter Five: Mediation 106
• Benefits of Mediation 108
• Central Beliefs and Values 109
• The Mediation Process 110
• Writing Agreements 121
• Convening a Mediation 123
• Stages of Convening 125
• Questions to Consider when Convening 128
• Collecting Background Information 129
• Preparing for a Mediation 130
• Moving from Positions to Interests 131
• How to Identify Interests 132
• Seating Patterns in Mediation 134
• The Caucus 135
• Prejudice and Bias 137
• Impartial not Neutral 138
• Knowing Ourselves 138
• Power 139
• Power Imbalance 140
• Anger 141
• Managing the Emotional Climate 143
• Co-Mediation 145
• Functions of a Mediator 147
• Hallmarks of an Advanced Practitioner 149
• Temptations for Mediators 151
• Mediator's Checklist 152
• REFERENCES 153
• National and International Organizations 153
• Canadian College and University Programs 155
• Suggested Readings 157
• Glossary of Terms 158
• APPENDIX 160
• Consent to Mediate 160
• Memorandum of Understanding 162
• Standards of Practice 163