* Includes practical and evidence-based tools for resolving disputes and conflict, that can be applied to a range of contexts, and used by lay people, and people working in other roles, for example, managers; human resource staff; faith groups; Local authority employers and managers; social work/care; schools; counsellors; therapists; NHS staff; politicians * Does not provide a short-cut to qualifying as a professional mediator, but applies professional mediation principles to everyday scenarios, and serves as a 'taster' for anyone considering the training process and career in mediation in the future * Shows how well-timed strategic interventions bring an important sense of intentionality and a purposeful structure to chaos, which in turn empowers participants to move from what feels like a crisis towards constructive communication, and on to a creative future-focussed option development