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Creative Conflict Resolution: Mediation, Leader's Guide

NCJ Number
S Kessler
Date Published
66 pages
After reviewing the advantages of mediation compared to other means of conflict resolution, this guide identifies the stages of mediation, specifies the goals within each stage, and suggests techniques for achieving these goals.
Mediation, in contrast to the 'flight' and 'fight' styles of dealing with conflict, can yield mutual gain for the disputants instead of an anxious victory ('fight') and an angry loss of self-esteem ('flight'). The stages of mediation are setting the stage, defining the issues, processing the issues, and resolving the issues. In setting the stage, the goals are to establish rules, set the tone for mediation, obtain commitment from the parties, and review procedures. In defining the issues, the goals are checking out assumptions, factfinding, and determining the real issues. Goals in processing the issues are to manage the emotional climate and encourage empathy. The final stage, resolving the issues, involves encouraging creative alternatives, satisfying everyone, and setting evaluations. Techniques for achieving the goals in each stage of mediation are detailed. Forms and mediation procedures used by the Neighborhood Mediation and Conciliation Services of San Jose, Calif., accompany this guide. Appended mediation rules, a nationwide resource list, and 33-item bibliography.


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