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agenda agree agreement Alternative Dispute Resolution Arbitration attack avoid behavior brainstorm caucus Chris clarify co-mediation collaborative communication skills Community Mediation competitive concerning conciliation confidentiality conflict management Conflict Resolution conflict situations cooperative create cultures deal decision differences discussion dispute resolution process divorce mediation Donohue effective listening emotional encourage explore face issues facilitate feel Folger Getting To Yes goal identify important individuals Interaction interests Interpersonal introduction Jane Jeff Grant Jimmy Carter Jossey-Bass Journal Entry Kolt Landlord listening Littlejohn Mediation Clinic mediation model mediation process mediation programs mediator's mediators need meeting Mesa Vista metaphor move mutually acceptable negotiation neutral third party Newbury Park nonverbal opportunity options outcome participants perception person perspective positions possible problem problem-solving stage Prospect Heights questions reality reframe relationship resolving responsibility Roger Fisher role save face session share solution statements story-telling stage strategy supervisor techniques Tenant Third-Party Intervention Thomas Crum understand William Ury win/win words workplace