The document defines key terms related to dispute resolution such as mediation, arbitration, and conciliation. It then outlines the basic steps of mediation which typically include preliminary meetings, joint meetings with both parties, individual sessions, and an agreement to end the dispute. The stages of mediation are also enumerated, including opening statements, joint discussion, private caucuses, and closure. Characteristics of mediation are that it is non-binding and confidential, allows parties greater control, and is less expensive than litigation. Mediators need skills like active listening, clarifying, summarizing, and empathy.