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ABSTRACT
In recent years, mediation has become increasingly popular as a means to resolve conflict. One important issue that arises out of the recent explosive growth in the practice of mediation is: what do mediators need to know in order to assist the parties in resolving their conflicts? To answer this question I conducted participant observation of the Federal Mediation and Conciliation Service's (FMCS) new mediator training program. This case study is unique in that to date, no one from outside the agency has been permitted to observe the FMCS training program. This case study makes a contribution to the existing body of knowledge in that it analyzes the FMCS' new mediator training and development program and shares the best practices from the premier provider of mediation services in the United States. In doing so, this case study sheds light on the knowledge, skills, and abilities that are essential to mediators in a variety of contexts.