"So you want to study mediation?" : an introduction to the processes of mediation and the skills of effective mediators
Negotiations, and why they fail
The role of the mediator: differing approaches, fundamental norms
Preparing to mediate
Mediation as a structured process
Opening the process, defining the problem
Expanding information
Identifying and framing negotiating issues, organizing an agenda
Generating movement through problem-solving and persuasion
Conducting the bargaining, dealing with impasse
Concluding the mediation
The ethics of mediating
Representing clients in mediation.