In Part 2, host Rich Silberberg once again welcomes Jeff Zaino, Vice President of the American Arbitration Association's Commercial Division, and Virginia Corvey, Director of Operations at JAMS, to dive deeper into user feedback regarding arbitrator performance and its impact upon best practices in commercial arbitration.

Building on the discussion in Part 1, this episode explores user feedback about arbitrators' handling of specific case management issues and lessons learned, including:

• The rise of pre-selection arbitrator interviews and video introductions—and why parties and arbitrators value them
• The critical importance of conflict disclosures and why "disclose early and often" is the golden rule
• Balancing muscular case management with respect for party autonomy and the fact that arbitration is the parties' process
• Best practices for chairing three-member tribunals and managing intra-tribunal dynamics, including setting expectations and handling pre-hearing discovery
• The evolving landscape of remote and hybrid hearings post-COVID—and how technology is reshaping arbitration logistics
• Commonly expressed concerns about arbitrator billing practices and recommendations for ensuring transparency, fairness, and user confidence

Whether you're a neutral, advocate, or arbitration user, this episode offers practical insights into how userfeedback drives improvements in case management.

🔗 Learn more about the College of Commercial Arbitrators and access resources at www.ccarbitrators.org.

In this episode of CCA Arbitration Talk, host Rich Silberberg sits down with Jeff Zaino, Vice President of the American Arbitration Association's Commercial Division, and Virginia Corvey, Director of Operations at JAMS, for a candid conversation about what arbitration users truly value—and what they don't—regarding arbitrator performance.

Drawing on decades of experience and direct client feedback, Jeff and Virginia share insights on:

• How AAA and JAMS collect and use survey data from arbitration parties and counsel
• Other information collected by AAA and JAMS from arbitration users concerning arbitrator performance
• The ongoing debate regarding when to collect feedback from arbitration users—before or after the award
• Common frustrations expressed by arbitration users, including overly "muscular" case management and arbitrator billing practices
• Why arbitration user feedback is essential for arbitrator training, best practices, and process improvements
• How and why arbitrators should seek feedback from administering institutions concerning their performance

Whether you're an arbitrator, advocate, or simply curious about the evolving world of ADR, this episode provides practical takeaways about how user feedback is shaping the future of commercial arbitration.

🔗 For more resources from the College of Commercial Arbitrators—or to find an arbitrator—visit www.ccarbitrators.org.

In this special on-the-road episode of CCA Arbitration Talk, recorded at the American Arbitration Association Neutrals Conference in Dallas, Texas, host Rich Silberberg explores a timely and vital topic: diversity on arbitration panels.

Joining him are two distinguished guests:

• Hon. Shira Scheindlin, former U.S. District Judge and now full-time arbitrator and mediator
• L. Tyrone Holt, nationally recognized arbitrator, CCA Past President and leader of CCA Associates Mentorship Program

Together, they tackle pressing questions, including:

• What does "diversity" mean in the context of selecting arbitrators?
• Why do diverse arbitration panels matter to parties, arbitral institutions, and the credibility of the process?
• How do unconscious bias and entrenched perceptions influence arbitrator selection?
• What can arbitral institutions, experienced arbitrators, and law firms do to create more inclusive arbitration panels?
• How is the CCA mentoring initiative helping to grow a more diverse generation of arbitrators?

Our distinguished guests also share personal reflections on their journeys into ADR and offer valuable advice for aspiring arbitrators—especially those from historically underrepresented backgrounds.

Whether you are a legal professional, ADR user, or advocate for inclusion in the legal field, this candid and inspiring conversation will inform and challenge your thinking about the future of arbitration.

📌 Mentioned in This Episode:

• College of Commercial Arbitrators: www.ccarbitrators.org
• CCA Guide to Best Practices for Commercial Arbitrators
• CCA Associates Mentorship Program

📢 Subscribe to CCA Arbitration Talk wherever you get your podcasts and join us for more conversations that will shape the future of commercial arbitration.