Louisa Weinstein is Founder and Director of The Conflict Resolution Centre and a leading expert in conflict resolution and mediation. Louisa is an experienced mediation and trainer having practiced since 2004. She has carried out extensive mediations covering property, construction, corporate-commercial, shareholder disputes, media with a range of corporate, public sector and high profile clients. She is also a regular contributor to the Civil Mediation Council having also spoken at the Annual Conference this year.

• PART 1 THE THEORY: UNDERSTANDING CONFLICT RESOLUTION
• 1 What you need to know about conflict
• 2 The language of early conflict resolution
• 3 Mediation: What it is and why it works
• PART 2 THE PRACTICE: THE 7 PRINCIPLES OF EARLY CONFLICT RESOLUTION
• 4 Principle 1: Acknowledge the conflict
• 5 Principle 2: Take control of your response
• 6 Principle 3: Apply the resolution framework for difficult conversations (Stage 1)
• 7 Principle 3: Apply the resolution framework for difficult conversations (Stage 2)
• 8 Principle 4: Manage the resolution – the soft mediation assignment
• 9 Principle 5: Build a culture of early conflict resolution
• 10 Principle 6: Walk the walk – using conflict resolution tools in everyday life
• 11 Principle 7: Engage the safety net – what to do when informal conflict resolution doesn’t work
• PART 3 MAKING A SUCCESS OF CIVIL, COMMERCIAL OR EMPLOYMENT MEDIATION
• 12 Getting the mediation process off the ground
• 13 Preparing for mediation
• 14 Becoming a mediator
• APPENDICES
• Appendix 1: Employee questionnaire
• Appendix 2: Director/team lead questionnaire
• Appendix 3: Head of legal/HR/finance questionnaire
• Appendix 4: Client/stakeholder questionnaire