Read the case file to learn about the background and disputants. Read legal or other technical materials to obtain background information. Read and follow procedures, instructions, schedules and deadlines. Meet disputants and make introductions. Explain the mediation process to disputants.
Answer disputants questions about mediation.
Listen to disputants describe problems and issues. Ask neutral, open-ended questions to elicit information. Establish atmosphere in which anger and tension are expressed constructively. Convey respect and neutrality to the parties. Refer disputants to sources of information about their legal rights and recourses.