Mediator Training Theory and Practice: Mediation Unit of the Office of the Attorney General, Bureau of Consumer Complaints
Rowe, Catherine Elizabeth
Area of Honors:
Labor and Employment Relations
Bachelor of Arts
Mark Sebastian Anner, Thesis Supervisor Mark Sebastian Anner, Thesis Supervisor Paul Clark, Faculty Reader Mark Sebastian Anner, Honors Advisor
Mediation Training Alternative Dispute Resolution Handbook Program
This Capstone Project outlines a training program for the State College Office of the Attorney General for the position of student mediator. There is evidence that the training currently provided is not sufficient for the student mediators working in the Office. In order to maximize the efficiency of this training, of the literature on mediation and arbitration was reviewed. The training program outlined addresses mediation techniques, rights at the workplace, and basic instructions for filing and finishing complaints. This project proposes a training program consisting of a handbook, PowerPoint slides, a mock mediation exercise, and a few select videos from Hamlin Law School’s Mediation Center. I will assist in the initial training program when these materials will be used and will evaluate their effectiveness. This project will be essential for years to come as the Office of the Attorney General continues to hire students to work as mediators for consumer complaints. The internship is very competitive and requires students who are dedicated to the creation of beneficial relationships between consumers and businesses, something that is essential for a successful American economy. Technical training in mediation is not included in the current training program. However, when student mediators are entrusted to assist consumers with complaints involving hundreds of dollars of personal investments, it is essential that they have the proper training to help the parties resolve the dispute.