TABLE OF CONTENTS
Preface ix;
Part One: Understanding Disputes, Conflict Resolution, and Mediation 1;
1 Approaches for Managing and Resolving Disputes and Conflicts 3;
2 The Mediation Process: Mediator Roles, Functions, Approaches, and Procedures 19;
3 The Practice of Mediation 61;
4 Conflict Analysis: Understanding the Causes of Conflicts and Opportunities for Collaboration 106;
5 Negotiation and Conflict Resolution 169;
Part Two: Laying the Groundwork for Effective Mediation 179;
6 The Mediation Process: An Overview 181;
7 Making Initial Contacts with Disputing Parties 216;
8 Collecting and Analyzing Background Information 237;
9 Designing a Plan for Mediation 277;
Part Three: Conducting Productive Mediation Meetings 299;
10 Beginning Mediation 301;
11 Presenting Parties’ Initial Perspectives and Developing an Agenda 325;
12 Educating about Issues, Needs, and Interests and Framing Problems to Be Resolved 363;
13 Generating Options and Problem Solving 387;
14 Evaluating and Refining Options for Understandings and Agreements 413;
15 Reaching Understandings and Agreements and Achieving Closure 435;
16 Implementing and Monitoring Understandings and Agreements 477;
Part Four: Strategies for Responding to Special Situations 487;
17 Strategies for Responding to Special Situations 489;
18 Strategies for Multiparty Mediation 555;
Part Five: Toward an Excellent Practice of Mediation 571;
19 Toward an Excellent Practice of Mediation 573;
Resource A: Professional Practice Guidelines 593;
Resource B: Mediation Services Agreement 603;
Resource C: Checklist for Mediator Opening Remarks/Statement 607;
Resource D: Settlement Documentation Form 609;
References 611;
About the Author 655;
Index 657