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| Introduction | |
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| CR Roles and Definitions | |
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| Theoretical Context | |
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| Psychology | |
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| Business Administration | |
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| Law | |
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| Education | |
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| Social Work and Related Sciences | |
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| Political Science and Strategic Studies | |
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| Radical Perspectives | |
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| Eclectic and Integrative Approaches | |
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| Using this Text for Effective Learning | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| Conflictia | |
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| "In the Buffer" | |
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| The Reflective CR Practitioner | |
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| Personal and Professional Awareness | |
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| Emotions | |
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| Cultural Awareness | |
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| Conscious and Artistic Use of Self | |
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| Value Base | |
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| In Search of Common Values | |
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| Satisfaction, Social Justice, and Transformation | |
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| Attitude toward Power | |
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| Professional Ethics | |
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| Conflict Styles | |
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| Avoiders | |
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| Accommodators | |
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| Competitors | |
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| Compromisers | |
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| Collaborators | |
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| Selective Use of Styles | |
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| Basic Skills | |
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| Listening | |
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| Questioning | |
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| Making Statements | |
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| Written Communication | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| Communication Skills Inventory | |
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| "Listening to Anger" | |
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| "Policies for Diversity Plus" | |
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| Negotiation | |
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| Contracting | |
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| Approaches to Negotiation | |
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| Power-based Negotiation | |
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| Rights-based Negotiation | |
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| Interest-based Negotiation | |
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| Focus on Interests, Not Positions | |
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| Invent Options for Mutual Gain | |
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| Apply Objective Criteria | |
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| Improve Communication | |
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| Build a Positive Negotiating Relationship | |
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| Consider Alternatives | |
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| Obtain Commitments | |
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| Limitations of Interest-based Negotiation | |
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| Transformative Negotiation | |
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| Empowerment | |
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| Recognition | |
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| Limitations of Transformation | |
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| Cultural Issues | |
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| Negotiation Preparation Tool | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Contracting with Clem" | |
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| "Negotiating for Grades"--Four Approaches | |
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| "External Evaluation Conflict"--Conflict Styles and Interest-Based Negotiation | |
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| "Joint Couseling Debate"--Skills Development | |
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| "What Do I Get for Role Playing"--Negotiating Close to Home | |
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| Major Assignments | |
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| Phyllis' Case | |
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| Methadone Maintenance Case | |
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| Mediation | |
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| Traditional Perspectives on Mediation | |
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| Philosophical Base | |
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| Old and New | |
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| Western Perspectives | |
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| Eastern Perspectives | |
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| Back to the Future | |
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| Contemporary Models of Mediation | |
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| Voluntary | |
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| Non-adversarial | |
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| Neutral Third Party | |
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| Equal Bargaining Power | |
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| Mutually Satisfying Agreement | |
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| Uses for Mediation among Helping Professionals | |
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| Emergent Mediation | |
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| Contractual Mediation | |
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| Mediation between Individuals: A Case Illustration | |
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| Preparation | |
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| Orientation to Mediation | |
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| Issue Definition | |
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| Exploring Needs and Interests | |
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| Negotiation and Problem Solving | |
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| Finalizing an Agreement | |
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| Follow-up | |
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| Inventory of Skills and Activities for Each Phase of Mediation | |
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| Comparing Mediation to other Helping Professions | |
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| Cultural Issues | |
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| Clients from Differing Cultures | |
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| Mediator's Culture | |
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| Values | |
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| Knowledge and Process | |
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| Skills | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Parking Perils"--Opening Statement | |
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| "Mutually Noisy Neighbors"--Agreement to Mediate | |
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| Four Cases of Emergent Mediation | |
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| "Anti-disciplinary Team"--Skill Development | |
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| "Conflict in the Ranks"--Contrasting Models | |
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| "Touchy Issue"--Empowerment and Power Balancing | |
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| "Family Planning"--Cultural Interpreter | |
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| Major Assignments | |
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| Gun Prohibition Case | |
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| Messy Estate Dispute (The MED Case) | |
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| Mediation with Groups | |
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| Types of Inter-group Mediation | |
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| Complexities | |
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| Co-Mediation | |
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| Delegates | |
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| Reframe as Communal Conflict | |
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| Facilitation | |
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| Different Agendas | |
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| No Focus | |
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| Domination | |
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| Interruptions | |
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| Silence | |
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| Lost Attention | |
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| Difficulty Listening to Others | |
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| Others Put on Defensive | |
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| Not Saying What They Think | |
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| Confusion about Agreements | |
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| Inventory of Group Facilitation Skills | |
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| Models of Inter-group Mediation and Related Processes | |
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| Debate | |
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| Dialogue | |
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| Problem Solving | |
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| Identity | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Professionals and Paraprofessionals"--Skill Development | |
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| "Weighty Problem"--Debate and Dialogue | |
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| "Clients and Staff"--Problem-solving and Identity | |
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| Major Assignments | |
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| Advocacy | |
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| Approaches to Advocacy | |
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| Relationship between Advocates and Decision Makers | |
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| Ally | |
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| Neutral | |
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| Adversary | |
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| Advocacy Activities | |
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| Helping Clients Advocate on their Own Behalf | |
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| Advocating on Behalf of Clients | |
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| Power | |
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| Expert Power | |
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| Associational Power | |
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| Resource Power | |
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| Procedural Power | |
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| Legitimate Power | |
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| Sanction Power | |
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| Nuisance Power | |
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| Habitual Power | |
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| Moral Power | |
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| Personal Power | |
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| Inventory of Advocacy Skills | |
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| Ethical Issues | |
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| Legal Restrictions | |
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| Agency Mandate | |
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| Individual--Group Interests | |
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| Authorization | |
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| Professional Values | |
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| Futile Causes | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Ice Cream Aliens"--Assessing Decision Makers | |
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| "Perry's Parole"--Oral and Written Skill Development | |
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| "Workfare Case"--Skill Development | |
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| Major Assignments | |
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| Conflictia Protest Case | |
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| To Hold or Not to Hold | |
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| Helga's Heart | |
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| Archie's Adoption | |
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| Conclusion | |
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| Techniques, Models, or Profession | |
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| Qualifications | |
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| Choosing a Process | |
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| Owning an Approach | |
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| Discussion Questions and Exercises | |
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| Glossary | |
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| Resources | |
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| Supporting Development of Mediation | |
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| Decision Trees | |
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| Bibliography | |
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| Index | |