Part 1: Principles
1. Understanding mediation and conciliation
2. Norms and objectives in dispute resolution processes
3. Mediation and conciliation in perspective
Part 2: Process
4. Dispute resolution procedures
5. Roles and functions in mediation and conciliation
6. Dispute resolution knowledge bases
7. Technology and dispute resolution
Part 3: Practice
8. Mediation and conciliation in practice
9. Mediation and conciliation in courts and tribunals
10. Standards, accreditation and liability in dispute resolution
11. Legal issues in mediation and conciliation
12. Reflections, expectations in dispute resolution.