Designing Conflict Management Systems: A Guide to Creating Productive and Healthy Organizations

Cathy A. Costantino · Christina Sickles Merchant

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Conflict Management and Negotiation Dispute Resolution and Class Actions Education for Peace and Conflict Resolution

Abstract

COPING WITH CONFLICT IN ORGANIZATIONS. Organizational and Individual Responses to Conflict. Conflict Management as a System. The Emerging Use of ADR in Organizations. IMPROVING CONFLICT MANAGEMENT SYSTEMS. Interest--Based Dispute Systems Design. Moving into the System: Entry and Contracting. Looking at the Big Picture: Organizational Assessment. Constructing Conflict Management Models: Design Architecture. Building a Knowledge and Skill Base: Training and Education. Getting Started: Implementation. Motivating Others: Rewards and Incentives. Figuring Out If It Works: Evaluation. TROUBLESHOOTING CONFLICT MANAGEMENT SYSTEMS. Taking the System as You Find It. Having Tea with Your Demons: Resistance and Constraints. Epilogue: Policy and Practice Implications for Improvement of Conflict Management Systems.

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