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

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The "Dirty Dozen" of Communication

Four Step Way of Dealing With Conflict

The Mediation Process

Communication Skills

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