From the Book - Regular Print - Third edition.
Part 1 Understanding Dispute Resolution and Mediation --
1 Approaches to Managing and Resolving Conflict 3 --
2 How Mediation Works 43 --
Part 2 Laying the Groundwork for Effective Mediation --
3 Managing Initial Contacts with the Disputing Parties 85 --
4 Selecting a Strategy to Guide Mediation 102 --
5 Collecting and Analyzing Background Information 118 --
6 Designing a Detailed Plan for Mediation 145 --
7 Building Trust and Cooperation 166 --
Part 3 Conducting Productive Mediations --
8 Beginning the Mediation Session 211 --
9 Defining Issues and Setting an Agenda 232 --
10 Uncovering Hidden Interests of the Disputing Parties 252 --
11 Generating Options for Settlement 269 --
Part 4 Reaching a Settlement --
12 Assessing Options for Settlement 297 --
13 Conducting Final Bargaining and Reaching Closure 309 --
14 Achieving Formal Agreement or Settlement 348 --
15 Strategies for Dealing with Special Situations 368 --
16 Strategies for Multiparty Mediation 427 --
17 Toward an Excellent Practice of Mediation 442 --
Conclusion: Challenges for the Growth and Development of Mediation 466 --
Resource A Professional Practice Guidelines: The Association for Conflict Resolution (ACR) Ethical Standards of Professional Responsibility 472 --
Resource B Mediation Services Agreement: Sample Waiver and Consent Form 477 --
Resource C Settlement Documentation Form: Sample Memorandum of Understanding 481 --
Resource D List of Professional Associations and Organizations, Journals, and Training Resources 483.
