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Excerpts from the Handbook:
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» Handling language or hearing difficulties

Mediator's Handbook 3rd Edition

Two years in a row!
 The Mediator's Handbook received's Best Seller Award for all books on mediation & negotiation.

Thank you all for buying our book and for passing the word along to others. Thank you! We're delighted so many people are finding it useful.

What's in the 3rd Edition?

A ready reference for working mediators or for anyone who is trying to resolve a dispute. This 3rd edition contains twice the material of the previous ones. We've organized it so that you can find the information and ideas you need easily.

Continuously in print since 1982, The Mediator's Handbook was developed by generations of staff and mediators with Friends Conflict Resolution Programs (Quakers) of Philadelphia. Authors Jennifer Beer and Eileen Stief have organized FCRP's collective experience into clear, easy-to-follow text. Descriptions of steps and skills are laced with frequent examples of "what do I say now?".

Line drawings by Elizabeth Elwood touch on the lighter side of mediation.

©1997 Elizabeth Elwood, Friends Conflict Resolution Programs

The Mediator's Handbook
Table of Contents

Sample pages from The Mediator's Handbook are available on


The Mediation Process Guiding Principles
Understanding Conflict
When Is Mediation Useful?
Sample Situations
The Mediator

The Mediation Session

Opening Statement
Uninterrupted Time
The Exchange
Separate Meetings
Setting the Agenda
Building the Agreement
Writing the Agreement
Closing Statement
Multiple Sessions

Supporting The People

Giving Good Attention
Setting a Tone
Group Needs & Simple Language
Language and Hearing Difficulties
Avoid This Kettle of Fish
Confidentiality In Practice
Staying Impartial
Cultural Patterns
Emotionally Difficult Situations

Controlling the Process

Should I Intervene?
Setting Boundaries & Groundrules
Is It Time to Quit?
When Things Get Out of Control

Solving The Problem

Taking Notes
Asking The Right Questions
Negotiation Terms
Mediatable Issues
Reframing Their Words
Eliciting Ideas
Exploring Alternatives
Testing for Agreement
Sample Agreements
When No Resolution is in Sight

Informal Mediation

Mediating Informally
Processes for Intervening in Conflicts
Formal and Informal Mediator Roles
Should I be the Mediator?
Persuading Them to Mediate
Setting up a Mediation
Family Conflicts
Mediating with Children or Teenagers
Mediating in the Workplace


Mediation Program Procedures
Policies and Letters
Evaluation Forms

About Friends Conflict Resolution Programs

Friends Conflict Resolution Programs develops creative and peaceful processes for resolving conflicts in Quaker and other communities. It is a program of the Philadelphia Yearly Meeting of the Religious Society of Friends (Quakers). FCRP created one of the early community mediation programs. Today it provides services to groups that want a Quaker mediator and consults with organizations on conflict issues.

Order The Mediator's Handbook and other wonderful books:

Order online from New Society Publishers (click "Order" tab).
Phone (Orders only): 1-800-567-6772. Fax 1-800-567-7311.

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© 1997-2003 Jennifer E. Beer Fair use policy

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