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• Cover
• Title Page
• Copyright
• Table of Contents
• Preface
• Overview
• What is mediation?
• A useful tool
• What makes mediation work?
• The mediator’s role
• The anatomy of the mediation process
• The anatomy of a session
• Process-centered mediation
• Guiding principles
• Mediation terms
• THE PROCESS
• Getting to the Table
• Can mediation help this situation?
• How people find a mediator
• Voluntary or mandatory?
• Initial conversations
• Do they want to participate?
• Defining the scope
• Approaching the other parties
• Should I be the mediator?
• Pre-mediation agreements and review
• Choosing a location
• The Mediation Session Part I: Exploring the Situation
• Preparing yourself, co-mediators
• Setting up
• Opening
• Opening: Welcome & warm-up
• Opening: Logistics
• Opening: Orientation
• Opening: Participants’ role, willingness
• Listening to Each Perspective
• The Exchange
• The Exchange: Facilitating
• The Exchange: Tasks & flow
• Clarify information
• Check out interpretations
• Listen for their concerns
• Example + impact
• Restate their interests
• Note other relevant interests
• Encourage empathy and reconciliation
• Transition to Reaching Resolution
• Separate Conversations
• Uses for Separate Conversations
• Breaking for Separate Conversations
• Separate Conversations: Template
• The Mediation Session Part II: Reaching Resolution
• Reaching Resolution
• Reaching Resolution: Sequence
• Topic List
• Topic List: Why it is crucial
• Topic List: Drafting
• Topic List: Wording
• Midpoint check-in
• Options
• Options: Together come up with ideas
• Options: Gut, interests, workability
• Options: Reality testing
• Decisions
• Decisions: Gut, interests, workability
• Decisions: Emotions, hesitations
• Writing the Agreement
• Writing the Agreement: Specifics
• Writing the Agreement: Positive framing
• Closing
• Afterwards: Wrapping up
• Multiple sessions
• THE TOOLBOX
• Understanding Conflict
• Disputes & conflicts
• Metaphors for understanding conflict
• The conflict core
• Common effects of conflict
• The pleasures of conflict
• When things heat up
• The way out is through
• The Conflict Triangle
• People, Process, Problem
• Which mode are you in?
• Supporting the People
• Supporting the people: Main skills
• Setting the tone
• Level of formality, taking notes
• Confidentiality in practice
• Giving your full attention
• Elements of full attention
• Acknowledging
• Handling judgmental remarks
• Protecting
• From adversarial mode to cooperative mode
• Avoid this Kettle of Fish
• Attending to comfort & accessibility
• Language and hearing difficulties
• Working with people in all their variety
• Finding commonalities
• Scenarios: Emotionally difficult situations
• Facilitating the Process
• Facilitating the process
• Impartial facilitation
• Structuring the session
• Structuring the discussion
• When you can be directive
• When to consult
• Keeping on track
• Crafting questions
• Crafting questions: Word with care
• Crafting questions: Spin it positive
• Crafting questions: Follow up for clarification
• Kinds of rewording
• Reflecting back
• Summarizing
• Summarizing: Its many uses
• Working visually
• When to intervene
• When to intervene: Stopping the momentum
• When to intervene: Slowing the process down
• Is it time to quit?
• Ending a mediation
• Scenarios: Facilitation challenges
• Solving the Problem
• Participants’ starting point: Power & rights
• Changing the “positions” mindset
• Interests
• Layers of interests
• Why interests matter
• Finding space for solutions
• Reframing
• Checking out (mis)interpretations
• Lies, perceptions, deceptions
• Plain description of facts and needs
• Flip it! Outcome-focused interests
• Tactful wording of interests and topics
• Summary of interests
• Topic List examples
• Eliciting ideas: Brainstorming
• Eliciting ideas: Opening up possibilities
• Can mediators suggest options?
• Visual aids for making decisions
• Types of resolution
• “Typical” or “good enough” resolutions
• What-ifs
• Fallbacks: Contingencies, uncertainties
• Step-down agreements: Smaller scope
• When there’s no agreement
• Final review: Workability
• Final review: Future
• Sample agreements
• Scenarios: problem-solving challenges
• Going Further
• Going further
• Adapting the process
• Mediating with children & teens
• Mediating across generations
• Mediating family conflicts
• Mediating employee conflicts
• Participant evaluation
• Mediator evaluation of a mediation
• Evaluating yourself
• The Handbook “soup pot”
• Authors & contributors
• Organizational support
• Index