Mediating Interpersonal and Small Group Conflict by Picard, Cheryl A. -- Read -- Imperial Library of Trantor

Index

Cover Title Page Copyright Contents Preface The Theory

Chapter One: Conflict Theory

History Defining Conflict Responding to Conflict Conflict Styles The Conflict Resolution Continuum Alternative Dispute Resolution Benefits of ADR Criticisms of ADR Restorative Justice Conflict and Culture

Chapter Two: Mediation Theory

History Defining Mediation The Process of Mediation The Role of a Mediator Approaches to Mediation Four Common Mediation Classification Schemes Helping Parties Select an Approach Benefits of Mediation The Training of Mediators Mediation Associations Current Debates and Trends Bibliography for Chapters One and Two

THE PRACTICE

Chapter Three: Conflict

Understanding Conflict Key Points about Conflict Four A’s of Conflict Management Causes of Conflict Types of Conflict Escalation and De-escalation Levels of Conflict Positional and Interest-Based Conflict Resolution The Influence of Perception Conflict Styles Assessing Conflict Guide Consensus When You Are Involved in the Conflict Reducing Defensiveness

Chapter Four: Communication

Communication Process Communication Breakdown Non-verbal Communication Barriers to Communication Reflective Listening Tools for Reflective Listening Some Feeling Words Asking Questions Other Types of Questions Reframing Immediacy Bridging Confrontation Normalizing, Transparency and Temperature Taking Non-defensive Response Non-blaming Statements Asking for Feedback Words to Watch Culture and Communication

Chapter Five: Mediation

Benefits of Mediation Central Beliefs and Values The Mediation Process Writing Agreements Convening a Mediation Stages of Convening Questions to Consider when Convening Collecting Background Information Preparing for a Mediation Moving from Positions to Interests How to Identify Interests Seating Patterns in Mediation The Caucus Prejudice and Bias Impartial not Neutral Knowing Ourselves Power Power Imbalance Anger Managing the Emotional Climate Co-Mediation Functions of a Mediator Hallmarks of an Advanced Practitioner Temptations for Mediators Mediator’s Checklist

References

National and International Organizations Canadian College and University Programs Suggested Readings Glossary of Terms

Appendix

Consent to Mediate Memorandum of Understanding Standards of Practice