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.