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| Acknowledgments | |
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| Introduction | |
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| Overview of the Manual | |
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| Thoughts About Peace and Transformation | |
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| Assumptions About Conflict and the Role of Peacebuilders | |
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| Assumptions About Conflict | |
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| Conflict Transformation | |
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| The Role of Peacebuilders | |
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| Resources for Peacebuilders | |
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| The Normality of Conflict | |
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| A Variety of Approaches | |
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| Application Exercises | |
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| Understanding Conflict and the Role of Mediation | |
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| Responses to Conflict | |
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| Sources and Types of Conflict | |
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| Approaches to Addressing Conflict | |
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| The Limits of Mediation | |
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| Justice and "Neutrality" | |
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| Application Exercises | |
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| Introduction to Mediation | |
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| Mediation: A Tool for Empowering Others | |
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| Mediation Versus Arbitration | |
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| A Four-Stage Approach to Mediation | |
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| A Mediation Tool Kit | |
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| Application Exercise | |
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| Before Mediation: Laying the Foundation | |
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| Getting the Parties to the Table | |
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| The Role of Co-Mediators | |
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| Personal Preparation | |
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| Application Exercises | |
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| The Introduction Stage: Providing Safety | |
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| Getting Off on the Right Foot | |
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| What to Say: Introductory Comments | |
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| Providing a Safe Place | |
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| Application Exercises | |
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| The Storytelling Stage: Offering Understanding | |
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| Who Goes First? | |
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| Understanding as the Primary Goal | |
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| Questions and Statements | |
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| Dealing with Interruptions | |
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| Dealing with Provocative Statements | |
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| Taking Notes and Listening for Issues | |
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| Building on Safety and Understanding | |
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| Application Exercises | |
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| The Problem-Solving Stage: Building Joint Ownership | |
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| Clarify the Issues | |
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| Identify Common Concerns | |
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| Select One Issue | |
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| Focus on Interests | |
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| Generate Options | |
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| Evaluate and Choose Options | |
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| Problem Solving as a Transformative Process | |
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| Application Exercises | |
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| Additional Tools for Problem Solving | |
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| Tools for Defining Problems | |
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| Tools for Breaking Impasse | |
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| Application Exercises | |
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| The Agreement Stage: Seeking Sustainability | |
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| Tips for Writing the Agreement | |
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| Presenting the Agreement | |
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| When Not to Finalize Agreements | |
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| Providing Opportunity for Reconciliation | |
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| Application Exercise | |
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| Moving Toward Reconciliation: Letting Go of the Past | |
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| Tell and Retell | |
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| Additional Steps | |
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| Application Exercise | |
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| Communication Skills and Tools | |
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| Listening Skills | |
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| Paraphrasing | |
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| Summarizing | |
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| Body Language | |
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| Listening as Transformation | |
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| Application Exercises | |
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| Language in Mediation | |
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| Moving from Generalities to Specifics | |
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| Laundering Language | |
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| Hearing Hidden Offers | |
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| Application Exercises | |
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| Emotions in Conflict | |
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| The Importance of Self-Awareness | |
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| A Range of Mediator Responses | |
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| Summary | |
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| Application Exercises | |
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| Building Peace in Communities | |
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| Designing a Peacebuilding Process | |
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| Mediation Skills and the Struggle for Justice | |
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| Extending Mediation Values into Group Conflicts | |
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| The Power of Process | |
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| Principles of Good Process | |
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| Conclusion: A Transformative Process for Community Empowerment | |
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| Application Exercises | |
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| Notes | |
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| Additional Reading About Conflict Transformation | |
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| The Authors | |
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| About Plowshares | |
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| About the Conflict Transformation Program | |
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| Index | |