Return to Center for Negotiation Studies ..........[material below created by the Dept of Veterans Affairs]

The "Dirty Dozen" of Communication

Four Step Way of Dealing With Conflict

The Mediation Process

Communication Skills

Practicing Listening Skills

Five Ways of Responding

Listening to Paraphrase

Listening to Clarify, Probe and Reframe

Focusing on Interests

Practicing Speaking Skills

Inventing Options for Mutual Gain

Two Sample Introductions for Mediators

Active Listening for Mediators

How to Overcome Impasse

Agreement to Mediate

Writing Settlement Agreements

Mediator Checklist/Sample Introduction

Reviewed/Updated: March 15, 2004