4. Mediation

This chapter provides an introduction to the primary method of conflict management, mediation. I present an overview of the historical roots of mediation and explain the phase model, the structural framework underlying the process which guides the course of action taken by the mediator. This model is helpful for managers, project managers or employees in finding a swift and sustainable solution to a conflict in a given situation. The phases are referred to as the parameter definition phase, issue compilation, conflict discussion, solution finding and agreement. These five steps are preceded by a preparatory phase (pre-mediation) and end with a follow-up phase (post-mediation), which serve to ensure the success of the process.