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.