"So you want to study mediation?" An introduction to the processes of mediation and the skills of effective mediators -- Negotiations, and why they fail -- The role of the mediator : differing approaches, fundamental norms -- Preparing to mediate -- Mediation as a structured process -- Opening the process, developing information -- Expanding information -- Identifying and framing negotiating issues, organizing an agenda -- Generating movement through problem-solving and persuasion -- Conducting the bargaining, dealing with impasse -- Concluding the mediation -- The ethics of mediating -- Representing clients in mediation.