This book covers the basic interpersonal and communication skills needed to mediate conflict, presenting a five-step mediation process that can be used in a wide variety of situations. It coaches the reader through each phase, from initial contact and opening meeting to caucuses, joint/shuttle meetings, and closing. The book includes a range of examples that can apply to any mediator’s area of special interest. It also addresses mediation “on the fly” when a more structured process is not possible or called for. The book provides a selection of hands-on tools to assist in analyzing problems and creating solutions, included a conflict grid for capturing the interests, relevant facts, and other key dimensions for multiple parties; worksheets for summarizing information at critical points in the mediation process; and exercises at the end of each chapter to assist teachers and trainers in developing classroom activities.