The roles of the intervenor as compliance officer, manager, and developer are described; basic perceptions, problems, processes, principles, and practices of conflict management are delineated. The process of mediation then is examined from point of entry to resolution. These processes include (1) setting the procedural framework and beginning discussion, (2) accumulating information through the use of appropriate listening, nonverbal communication, note-taking, and questioning techniques, (3) developing an agenda, (4) identifying issues and developing a discussion strategy, and (5) generating movement toward resolution by focusing persuasive efforts on disagreements about the information base, negotiating standards, individuals' behavior, and common interests. Reasons and procedures for conducting a caucus also are covered. Three possible outcomes (no resolution, agreement on procedural issues only, and agreement on substantive issues) are discussed, and various forms of agreement are described. Finally, ethical dilemmas and practical challenges in conflict management and mediation are considered. 21 references and index.