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牛津词典对于过程的定义是“一系列行动或者步骤，为了能够达到一个特定的结果”，而定义中介为“在一个争论中为了解决它的中介方”。它是“解决方法的女性温柔那一面”(Ashley Phillips,2001)。它是关于“讲故事”，每个客户陈述了他们的故事，而中介方帮助发展一个互动的故事。(Haynes et al,2004)中介提供给争端参与者，彼此之间的空间，考虑了价值（关系，情感，意义等等）和过程（交流方式，结构，程序等等），不仅仅是陈述问题或者说冲突。（Beer 1997）中介的好处在于它给了对抗的过程一个选择，但其他也可能把它看成是一个“煽情的”活动，由行善者行使的，几乎不考虑与实际争论相关的因素。

This essay examines the mediation process from the perspective of a mediation practitioner. It considers the approaches to mediation, advantages and disadvantages and the various stages involved in the process. It describes how a mediation process was dealt with in a private inter-company dispute the author is familiar with.

The Oxford Dictionary definition of a process is “a series of actions or steps taken in order to achieve a particular end” and mediation as “intervention in a dispute in order to resolve it”. It is the ‘feminine face of dispute resolution’ (Ashley Phillips, 2001) and it is about “storytelling” where each client presents their story and the mediator helps to develop a mutual story (Haynes et al, 2004). Mediation provides space between the participants to the dispute, considers values (relationships, emotions, meanings etc.) and the process (communication styles, structures, procedures etc.), not just the presenting the

problem or conflict (Beer, 1997). The strengths of mediation lie in it being an alternative to the adversarial process but others may see it as ‘ a ‘touchy feely’ activity carried out by do-gooders with little practical relevance to actual disputes and, worse, foisting a goal of ‘transformation’ onto unwilling customers. (Irvine, 2007). Whatever your view the debates on the merits or demerits of mediation will continue.

What does mediation look like? ‘Each mediation presents its own set of challenges with its unique issues, personalities, sensitivities and impediments to settlement. Who is at the table, what is on the table, when the discussions should take place, the sequence and manner in which parties and issues are addressed, all have tremendous impact on the likelihood of a successful resolution’ (Sussman, 2008). Mediation usually reflects an acute desire to preserve the continuing relationship of the participants.

In an Irish context publicised data on the use of mediation is provided by the Equality Tribunal in its Annual Reports. In 2008 44 cases were resolved at mediation and in 2009 the corresponding figure was 64 cases (source: Equality Tribunal Mediation Review Reports) . This would indicate that the use of mediation is increasing each year particularly in equality arena. The Tribunal’s Mediation Service is to provide an alternative dispute resolution process to that of investigation in respect of claims for equal pay in employment and complaints of discrimination, harassment, sexual harassment and victimisation under the Employment Equality Acts 1998 to 2008, the Equal Status Act, 2000 - 2008 and the Pensions Acts 1990 - 2008.

Approaches to the Mediation Process

Different models are helpful in the choice of approach to be adopted with mediation. The Promise of Mediation (Folger & Bush, 1994) outlined four diverging vi