What Questions May Be Addressed by This Measure?

This tool specifically assesses the mediation component of your program.  It includes three indicators of performance.  See Table 1 below for a listing of questions that can be addressed for each area. 

How Do I Use This Measure?

Each question is preceded by the word(s) ‘Pre’, ‘Exit’, and/or ‘Follow-up.’  These represent the most typical time points for collecting information: pre-mediation, immediately following mediation (exit survey), and three- or six-month follow-up.  All but two of the questions are designed as a checklist for which the participant selects the most appropriate answer.  The final two questions are open-ended, soliciting comments for improvement.  The questions are geared toward the participants, although some questions might be appropriate for mediators or observers to answer as well.  You will want to think through issues of confidentiality.

What Information Will the Results Give Me?

You will learn about participants’ satisfaction with the services being offered by your program as well as the effectiveness of mediation for different kinds of conflicts.  Additionally, you will obtain feedback on your mediators’ skills and abilities in a mediation setting.  This information can be useful for modifying the program as well as for report writing to campus administrators or other conflict-related offices on campus (e.g., campus security, ombuds). 

Table 1:  Performance Indicators for Summative Evaluation of Mediation Session

Performance Indicators	Measures
Effectiveness of Program	Outcomes of mediation Satisfaction with mediated outcomes Durability of mediated outcomes Impact on relationship between participants
Mediation Process	Appropriateness/Usefulness Preparation process and materials Fairness (opportunity to tell story, feeling understood, respectful treatment, control over outcome)
Mediator Performance	Skills Knowledge Impartiality

Does Mediation Work?

I.  Effectiveness of Program

A.  Mediated Outcomes

Exit.            What was the outcome of the mediation? 

                                    [  ] 1 No agreements

                                    [  ] 2 Agreement on some but not all issues

                                    [  ] 3 Agreement on all issues

Follow-up. If an agreement was not reached in mediation, how was the matter resolved? 

                                    [  ] 1 Through a hearing [or other means; change as applicable]

                                    [  ] 2 Through an informal agreement or settlement

                                    [  ] 3 The concern was dropped

                                    [  ] 4 The concern remains outstanding

B.  Satisfaction with Outcomes

Exit,            How satisfied are you with the outcome of the mediation? 

Follow-up.

                                    [  ] 1 Very dissatisfied

                                    [  ] 2 Somewhat dissatisfied

                                    [  ] 3 Somewhat satisfied

                                    [  ] 4 Very satisfied

[If an agreement was reached, the following question may be used]

Exit,            How satisfied are you with the other participant’s fulfillment of any agreements reached in mediation? 

Follow-up.        

                                    [  ] 1 Very dissatisfied

                                    [  ] 2 Somewhat dissatisfied

                                    [  ] 3 Somewhat satisfied

                                    [  ] 4 Very satisfied

C.  Durability of Mediated Outcomes

Follow-up. If an agreement was reached in mediation, has it effectively addressed the issues?

                                    [  ] 1 No

                                    [  ] 2 Yes

Follow-up. If an agreement was reached in mediation, have the provisions of the agreement been followed or implemented? 

                                    [  ] 1 None of the provisions have been followed or implemented

                                    [  ] 2 Some (but not all) provisions have been followed or implemented

                                    [  ] 3 All provisions have been followed or implemented

D.  Impact on Relationship between Participants

Exit,            When you compare your situation before and after the mediation, how has

Follow-up.         mediation affected your relationship with the other participant(s)?

                                    [  ] 1 Mediation has harmed the relationship

                                    [  ] 2 Mediation has had little or no effect on the relationship

                                    [  ] 3 Mediation has improved the relationship

Pre,            How would you characterize the relationship among participants?

Exit,

Follow-up.  

                                    [  ] 1 Very cooperative

                                    [  ] 2 Somewhat cooperative

                                    [  ] 3 Somewhat adversarial

                                    [  ] 4 Very adversarial

Exit.            The other person listened to my views. 

[  ]                 1 Strongly agree

                                    [  ] 2 Agree

                                    [  ] 3 Disagree

                                    [  ] 4 Strongly disagree

Exit.            The other person learned something new about my point of view. 

[  ] 1 Strongly agree

                                    [  ] 2 Agree

                                    [  ] 3 Disagree

                                    [  ] 4 Strongly disagree

Exit.            I learned something new about the other person’s point of view. 

[  ] 1 Strongly agree

                                    [  ] 2 Agree

                                    [  ] 3 Disagree

                                    [  ] 4 Strongly disagree

II.  Mediation Process

A.  Appropriateness/Usefulness

Exit,            How productive or unproductive was mediation for this issue?

Follow-up.           

                                    [  ] 1 Mediation was very unproductive

                                    [  ] 2 Mediation was somewhat unproductive

                                    [  ] 3 Mediation was somewhat productive

                                    [  ] 4 Mediation was very productive

B.  Preparation Process and Materials

[Could add specific questions re intake person, brochure, other printed material]

Exit.            Based on the information or materials provided by the mediator or mediation agency, how prepared or unprepared did you feel for the mediation? 

                                    [  ] 1 Very unprepared

                                    [  ] 2 Somewhat unprepared

                                    [  ] 3 Somewhat prepared

                                    [  ] 4 Very prepared

C.  Fairness of Mediation Process

Exit.            How satisfied were you with your opportunity to relate your issues and concerns during the mediation? 

                                    [  ] 1 Very dissatisfied

                                    [  ] 2 Somewhat dissatisfied

                                    [  ] 3 Somewhat satisfied

                                    [  ] 4 Very satisfied

Exit.            How satisfied were you with how well you represented yourself in the mediation? 

                                    [  ] 1 Very dissatisfied

                                    [  ] 2 Somewhat dissatisfied

                                    [  ] 3 Somewhat satisfied

                                    [  ] 4 Very satisfied

Exit.            How satisfied were you with your level of control over the process during mediation? 

                                    [  ] 1 Very dissatisfied

                                    [  ] 2 Somewhat dissatisfied

                                    [  ] 3 Somewhat satisfied

                                    [  ] 4 Very satisfied

Exit.            How satisfied were you with your level of control over outcomes in mediation? 

                                    [  ] 1 Very dissatisfied

                                    [  ] 2 Somewhat dissatisfied

                                    [  ] 3 Somewhat satisfied

                                    [  ] 4 Very satisfied

Exit.            Compared to other likely means of resolving this matter, how did mediation affect the time spent addressing this matter? 

                                    [  ] 1 Mediation increased the time spent

                                    [  ] 2 No change in time spent

                                    [  ] 3 Mediation shortened the time spent

                                    [  ] 4 Don’t know

III. Mediator Performance

A.  Skills of the Mediator

Exit.            How well did the mediator understand your issues and concerns? 

                                    [  ] 1 Understood not at all

                                    [  ] 2 Understood partially

                                    [  ] 3 Understood fully

Exit.            How respectful or disrespectful was the mediator toward you? 

                                    [  ] 1 Very disrespectful

                                    [  ] 2 Somewhat disrespectful

                                    [  ] 3 Somewhat respectful

                                    [  ] 4 Very respectful

Exit.            Did you feel pressured by the mediator to reach an agreement? 

                                    [  ] 1 Yes

                                    [  ] 2 No

Exit.            Focusing on the skills of the mediator, how satisfied were you with the performance of the mediator? 

                                    [  ] 1 Very dissatisfied

                                    [  ] 2 Somewhat dissatisfied

                                    [  ] 3 Somewhat satisfied

                                    [  ] 4 Very satisfied

Exit.            Did the mediator offer specific suggestions for resolution? 

                                    [  ] 1 No

                                    [  ] 2 Yes

B.  Knowledge of the Mediator [as applicable]

Exit.            How satisfied were you with the mediator’s knowledge of the topic(s) discussed? 

                                    [  ] 1 Very dissatisfied

                                    [  ] 2 Somewhat dissatisfied

                                    [  ] 3 Somewhat satisfied

                                    [  ] 4 Very satisfied

C.  Impartiality of the Mediator

Exit.            Concerning the impartiality of the mediator, how did you feel? 

                                    [  ] 1 The mediator favored my party

                                    [  ] 2 The mediator favored the other party

                                    [  ] 3 The mediator was neutral, and favored neither party

Exit.            In case this evaluation has failed to cover them, what actions of the mediator—good or bad—were most important to you?

IV.  Overall Assessment

Exit,             Please provide any suggestions for improvement related to the mediation services

Follow-up.          you received.  What could be done differently?