Figures and Tables
Acknowledgments
Introduction
Part One Conflict Management Knowledge and Skills
One Manager Know Thyself
Two Theory to Practice: The Root Causes and Cures of Conflict
Three The Power of Negotiation: Essential Concepts and Skills
Four The Alternative Dispute Resolution Process Continuum
Part Two Preventing and Resolving Internal Conflict
Five Causes and Cures for Employee Turnover
Six Building Successful Teams and Organizations
Seven Conflict Management in Unionized Environments
Eight Designing Disputing Systems for Organizations
Part Three Preventing and Resolving External Conflicts
Nine Prevention and Resolution of Conflicts with Clients, Customers, and Vendors
Ten Case Studies of Organizational Success Through Exemplary Customer Conflict Management
Part Four Collaboration and Conflict Management Between Regulators and the Regulated
Eleven Public Policy Decision Making and Collaboration
Twelve Designing and Facilitating Effective Large-Group Processes
Conclusion
Glossary
References
About the Author
Index
