Assumptions about Conflict.
The Role of Peacebuilders.
Resources for Peacebuilders.
The Normality of Conflict.
A Variety of Approaches.
Understanding Conflict and the Role of Mediation.
Responses to Conflict.
Sources and Types of Conflict.
Approaches to Addressing Conflict.
The Limits of Mediation.
Justice and? Neutrality?
Section Two: Introduction to Mediation.
Mediation: A Tool for Empowering Others.
Mediation Versus Arbitration.
A Four-Stage Approach to Mediation.
A Mediation Tool Kit.
Before Mediation: Laying the Foundation.
Getting the Parties to the Table.
The Role of Co-Mediators.
The Introduction Stage: Providing Safety.
Getting Off on the Right Foot.
What to Say: Introductory Comments.
Providing a Safe Place.
The Story-Telling Stage: Offering Understanding.
Who Goes First?
Understanding as the Primary Goal.
Questions and Statements.
Dealing with Interruptions.
Dealing with Provocative Statements.
Taking Notes and Listening for Issues.
Building on Safety and Understanding.
The Problem-Solving Stage: Building Joint Ownership.
Clarify the Issues.
Identify Common Concerns.
Select One Issue.
Focus on Interests.
Evaluate and Choose Options.
Problem Solving as a Transformative Process.
Additional Tools for Problem Solving.
Tools for Defining Problems.
Tools for Breaking Impasse.
The Agreement Stage: Seeking Sustainability.
Tips for Writing the Agreement.
Presenting the Agreement.
When Not to Finalize Agreements.
Moving Toward Reconciliation: Letting Go of the Past.
Tell and Retell.
Section Three: Communication Skills and Tools.
Listening as Transformation.
Language in Mediation.
Moving from Generalities to Specifics.
Hearing Hidden Offers.
Emotions in Conflict.
The Importance of Self-Awareness.
A Range of Mediator Responses.
Section Four: Building Peace in Communities.
Designing a Peacebuilding Process.
Mediation Skills and the Struggle for Justice.
Extending Mediation Values into Group Conflict.
The Power of Process.
Principles of Good Process.
Conclusion: A Transformative Process for Community Empowerment.