Includes bibliographical references and index. [About the author]. Fundo documental do GRAL

Part One : Understanding dispute resolutions and mediation. 1. Approaches to managing and resolving conflict. 2. How mediation works. Part Two : Laying the groundwork for effective mediation. 3. Managing initial contacts with the disputing parties. 4. Selecting strategy to guide mediation. 5. Collecting and analyzing background information. 6. Designing a detailed plan foe mediation. 7. Building trust cooporation. Part Three : Conducting productive mediations. 8. Beginning the mediation session. 9. Defining issues and setting an agenda. 10. Uncovering hidden interests of the disputing parties. 11. Generation options for settlement. Part Four : Reaching a settlement. 12. Assessing options for settlement. 13. Conducting final bargaining. 14. Achieving formal agreement or settlement. 15. Strategies for dealing with special situations. 16- Toward and exellent practice mediation. Conclusion: challenges for the growth and developpement of mediation. | Resource A : Professional guedelines: The society of professional in dispute resolution (SPIDR) Ethical Standards of Professional Responsability. Resource B. : Mediation services agreement: sample waiver and consent form. Resource C. : Settlement documentation form: Sample memorandum of understanding. Resource D. : List of professional associations.