The popular Mediator's Handbook presents a time-tested, adaptable model for helping people work through conflict. Extensively revised to incorporate recent practice and thinking, the accessible manual format lays out a clear structure for new and occasional mediators, while offering a detailed, nuanced resource for professionals.
Starting with a new chapter on assessing conflict and bringing people to the table, the first section explains the process step-by-step, from opening conversations and exploring the situation, through the phases of finding resolution -- deciding on topics, reviewing options, and testing agreements.
The "Toolbox" section details the concepts and skills a mediator needs in order to:
- Understand the Conflict
- Support the people
- Facilitate the process
- Guide decision-making.
Throughout the book, the emphasis is on what the mediator can do or say NOW, and on the underlying principles and core methods that can help the mediator make wise choices.
Long a popular course textbook for high schools, universities, and training programs, The Mediator's Handbook is also a valued desk reference for professional mediators, and a practical guide for managers, organizers, teachers and anyone working with clients, customers, volunteers, committees or teams.
Authors
Jennifer E. Beer, Caroline C. Packard, Eileen Stief, Elizabeth Elwood Gates
- Control Number Identifier
- CaOOCEL
- Dewey Decimal Classification Number
- 303.6/9
- Dewey Decimal Edition Number
- 23
- General Note
- Includes index Issued as part of the desLibris books collection
- ISBN
- 9781550925166 9780865717220
- LCCN
- BF637.I48
- LCCN Item number
- B33 2012eb
- Modifying agency
- CaBNVSL
- Original cataloging agency
- CaOONL
- Physical Description | Extent
- 1 electronic text (xii, 194 p.)
- Publisher or Distributor Number
- CaOOCEL
- Rights
- Access restricted to authorized users and institutions
- System Control Number
- (CaBNVSL)slc00230808 (OCoLC)818017182 (CaOOCEL)444370
- System Details Note
- Mode of access: World Wide Web
- Transcribing agency
- CaOONL
Table of Contents
- Front Cover 1
- Title Page 3
- Rights Page 4
- Table of Contents 5
- Preface 11
- Part One: Overview 13
- What is mediation? 15
- A useful tool 16
- What makes mediation work? 17
- The mediator’s role 18
- The anatomy of the mediation process 19
- The anatomy of a session 20
- Process-centered mediation 21
- Guiding principles 22
- Mediation terms 23
- Part Two: The Process 25
- Getting to the Table 26
- Can mediation help this situation? 27
- How people find a mediator 28
- Voluntary or mandatory? 29
- Initial conversations 30
- Do they want to participate? 31
- Defining the scope 33
- Approaching the other parties 34
- Should I be the mediator? 36
- Pre-mediation agreements and review 37
- Choosing a location 38
- The Mediation Session Part I: Exploring the Situation 39
- Preparing yourself, co-mediators 41
- Setting up 42
- Opening 43
- Opening: Welcome & warm-up 44
- Opening: Logistics 45
- Opening: Orientation 46
- Opening: Participants’ role, willingness 47
- Listening to Each Perspective 48
- The Exchange 51
- The Exchange: Facilitating 52
- The Exchange: Tasks & flow 53
- Clarify information 55
- Check out interpretations 56
- Listen for their concerns 57
- Example + impact 58
- Restate their interests 59
- Note other relevant interests 60
- Encourage empathy and reconciliation 61
- Transition to Reaching Resolution 62
- Separate Conversations 63
- Uses for Separate Conversations 64
- Breaking for Separate Conversations 65
- Separate Conversations: Template 66
- The Mediation Session Part II: Reaching Resolution 67
- Reaching Resolution 69
- Reaching Resolution: Sequence 70
- Topic List 71
- Topic List: Why it is crucial 72
- Topic List: Drafting 73
- Topic List: Wording 74
- Midpoint check-in 75
- Options 76
- Options: Together come up with ideas 77
- Options: Gut, interests, workability 78
- Options: Reality testing 79
- Decisions 80
- Decisions: Gut, interests, workability 81
- Decisions: Emotions, hesitations 82
- Writing the Agreement 83
- Writing the Agreement: Specifics 85
- Writing the Agreement: Positive framing 86
- Closing 87
- Afterwards: Wrapping up 89
- Multiple sessions 90
- The Toolbox: Understanding Conflict 91
- Disputes & conflicts 93
- Metaphors for understanding conflict 94
- The conflict core 96
- Common effects of conflict 98
- The pleasures of conflict 99
- When things heat up 100
- The way out is through 101
- The Conflict Triangle 102
- People, Process, Problem 103
- Which mode are you in? 104
- The Toolbox: Supporting the People 105
- Supporting the people: Main skills 107
- Setting the tone 108
- Level of formality, taking notes 109
- Confidentiality in practice 110
- Giving your full attention 111
- Elements of full attention 112
- Acknowledging 113
- Handling judgmental remarks 114
- Protecting 115
- From adversarial mode to cooperative mode 116
- Avoid this Kettle of Fish 118
- Attending to comfort & accessibility 119
- Language and hearing difficulties 120
- Working with people in all their variety 121
- Finding commonalities 122
- Scenarios: Emotionally difficult situations 123
- The Toolbox: Facilitating the process 127
- Participants’ starting point: Power & rights 155
- Changing the “positions” mindset 156
- Interests 157
- Layers of interests 158
- Why interests matter 159
- Finding space for solutions 160
- Reframing 161
- Checking out (mis)interpretations 162
- Lies, perceptions, deceptions 163
- Plain description of facts and needs 164
- Flip it! - Outcome-focused interests 166
- Tactful wording of interests and topics 167
- Summary of interests 168
- Topic List examples 169
- Eliciting ideas: Brainstorming 170
- Eliciting ideas: Opening up possibilities 171
- Can mediators suggest options? 173
- Visual aids for making decisions 174
- Types of resolution 175
- “Typical” or “good enough” resolutions 176
- What-ifs 177
- Fallbacks: Contingencies, uncertainties 178
- Step-down agreements: Smaller scope 179
- When there’s no agreement 180
- Final review: Workability 181
- Final review: Future 182
- Sample agreements 183
- Scenarios: Problem-solving challenges 185
- Facilitating the process 129
- Impartial facilitation 130
- Structuring the session 131
- Structuring the discussion 132
- When you can be directive 133
- When to consult 134
- Keeping on track 135
- Crafting questions 136
- Crafting questions: Word with care 137
- Crafting questions: Spin it positive 138
- Crafting questions: Follow up for clarification 139
- Kinds of rewording 140
- Reflecting back 141
- Summarizing 142
- Summarizing: Its many uses 143
- Working visually 144
- When to intervene 145
- When to intervene: Stopping the momentum 146
- When to intervene: Slowing the process down 147
- Is it time to quit? 148
- Ending a mediation 149
- Scenarios: Facilitation challenges 150
- The Toolbox: Going Further 187
- Going further 189
- Adapting the process 190
- Mediating with children & teens 191
- Mediating across generations 192
- Mediating family conflicts 193
- Mediating employee conflicts 194
- Mediating employee conflicts 195
- Participant evaluation 196
- Mediator evaluation of a mediation 197
- Evaluating yourself 198
- The Handbook “soup pot” 199
- Authors & contributors 200
- Organizational support 201
- Index 203
