Читать книгу Mediating Interpersonal and Small Group Conflict - Cheryl A. Picard - Страница 4
ОглавлениеTable of Contents
The Conflict Resolution Continuum
Alternative Dispute Resolution
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
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
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
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
National and International Organizations
Canadian College and University Programs
Suggested Readings
Glossary of Terms
Memorandum of Understanding
Standards of Practice
