Description based on print version record.

The potential of mediation -- The cost and value of conflict -- The mediation approach -- A map of the process -- Working with the parties separately -- A joint mediation session -- Moving on -- Mediating a high-conflict situation -- Using mediation for group disputes -- Maintaining dialogue under pressure -- Responding constructively to the "isms" -- Investigating sensitive issues -- Getting mediation into your organization -- Appendix: Materials for a workplace mediation service.

Includes bibliographical references.