LITMIR.BIZ

      © 2002 by Cheryl A. Picard

      ISBN # 0-919614-99-X

      All rights reserved. No part of this publication – other than in brief form for review or scholarly purposes – may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright holders.

       National Library of Canada Cataloguing in Publication

       Picard, Cheryl Ann.

       Mediating Interpersonal and small group conflict/Cheryl Ann Picard. --Rev, and updated ISBN # 0-919614-99-X

       1. Conflict management. I. Title.

       HM1126.P52 2002 303.6’9 C2002-902233-9

      Printed in Canada.

      Layout and Cover Design: The Gordon Creative Group of Ottawa.

      Illustrations by Michelle Sutherland.

      The Golden Dog Press wishes to express its appreciation to the Canada Council and the Ontario Arts Council for current and past support of its publishing programme.

       Table of Contents

       PREFACE

       THE THEORY

       Chapter One: Conflict Theory

       History

       Defining Conflict

       Responding to Conflict

       Conflict Styles

       The Conflict Resolution Continuum

       Alternative Dispute Resolution

       Benefits of ADR

       Criticisms of ADR

       Restorative Justice

       Conflict and Culture

       Chapter Two: Mediation Theory

       History

       Defining Mediation

       The Process of Mediation

       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

       THE PRACTICE

       Chapter Three: Conflict

       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

       Chapter Four: Communication

       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

       Chapter Five: Mediation

       Benefits of Mediation

       Central Beliefs and Values

       The Mediation Process

       Writing Agreements

       Convening a Mediation

       Stages of Convening

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