What should be done when disputes and conflicts get out of hand in companies, in the team, in the family or in the neighborhood? Mediation is then the procedure of choice. It describes an established approach to initiate amicable solutions in disputes, conflicts and disagreements. How does successful mediation work? The inner attitude of the mediators is just as crucial for the success of such unification processes as their practical know-how and their ability to take a structured approach.Everything you need, know and need to know for good mediation, explain Holger Lindemann, Claude-Hlne Mayer and Ilse Osterfeld. They teach the central techniques of mediation from a systemic-solution-oriented perspective in a practical way and using many examples and exercises. They offer a tried-and-tested flow chart that makes it possible to design the management of a wide variety of mediations in a goal-oriented and solution-oriented manner. They provide advice on how to deal with special situations such as interjections, insults and violations of rules or intercultural aspects of conflict resolution. Particular attention is paid to the mediator's own involvement, for example in internal forms of conflict resolution or in the function of managers.
The book can be used as a textbook for self-study as well as for use in workshops and training courses. It contains numerous exercises, tips and instructions on how to conduct conversation simulations. Supplementary worksheets are available as download material.