Beer, Dr. Jennifer E., PhD, Caroline C. Packard

The Mediator's Handbook

Illustrator: Gates, Elizabeth Elwood

• Broschiertes Buch

Produktbeschreibung

The Mediator's Handbook presents a time-tested, step-by-step model for helping people work through conflict from first contact through reaching a lasting resolution. The Toolbox section details the skills mediators need to understand conflict,facilitate the process, and help participants make decisions.

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Produktdetails

• Verlag: New Society Publishers
• Revised and Expanded
• Seitenzahl: 208
• Erscheinungstermin: 1. Oktober 2012
• Englisch
• Abmessung: 277mm x 215mm x 15mm
• Gewicht: 548g
• ISBN-13: 9780865717220
• ISBN-10: 0865717222
• Artikelnr.: 35366097

Autorenporträt

Dr. Jennifer E. Beer, PhD, combines mediation experience with her cultural anthropology background to lead courses and workshops in mediation, conflict resolution, and cross-cultural communication. She regularly teaches a negotiation course at Wharton (University of Pennsylvania). Author of the Mediator's Handbook and of Peacemaking in Your Neighborhood, she has mediated conflicts and facilitated meetings for communities and organizations for 30 years.

Inhaltsangabe

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 111
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 173
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