The mediation as a high quality service to resolve disputes

In the past, mediation has always been applied among world populations as a way to resolve disputes between two or more parties. In Italy, the latest legal provisions are introducing the mediation as a “compulsory” practice (Alternative Dispute Resolution - ADR) to solve a wide variety of controversies and to reduce the number of legal actions to the public court of justice. In the ADR “systems” the mediator, a third part belonging to a mediating organization, assists the involved parties in the communication of their respective settlements in order to find a reasonable solution of the negotiation-facilitative mediation. The final aim of the following work is to analyse the role of the mediator (in the new Italian scenario) as an independent third-part who is responsible for the negotiation and who has a fundamental role in it. The study will be focused on how the resolution of the controversy and the satisfaction of the parties depend on the quality of the service provided by the mediator (personal communication skills, cultural experiences and specific training).