Good mediators remember that mediation is a simple process, convey respect to the parties, and know how to contain and restrain their own personalities. They act as role models for the parties, seeing conflict as an opportunity for collaboration. Good mediators appreciate the interplay of emotions and rational thought and often use laughter to defuse tensions, stimulate thinking, and bring about reconciliation. Mediation works, the author argues, because it is simple and supports the best interests of those who use it to resolve differences. 13 references.