The article defines conflict as a complex social system. Methods of conflict resolution are named. It is shown that in contrast to traditional legal proceedings in mediation, the final decision is made by the parties to the conflict themselves, and not by the judge. Control over the implementation of the final decision also remains with the parties themselves. The mediation procedure involves the search for legitimate solutions to the conflict. The task of the mediator is to create conditions for finding a set of these solutions. The features of communication between the parties in the mediation process are described. The concept of positive communication is introduced. The article presents the tasks of empirical research and offers cases. Feedback on the results of the interview, reflection is described. It is shown that people who are able to maintain positive communication have a system of certain skills. It is concluded that the learning process is two-way.