Introduction.

The Hidden Culprit of High Costs: Weak Systems.

First Principle: Acknowledge Four Ways to Resolve Conflict.

Defining Four Options.

Weighing Costs and Risks of Each Method.

Choosing an Approach to Conflict Management.

The Preferred Path for Cost Control.

Second Principle: Create Options for Prevention and Early Intervention.

A Template for All Organizations.

Applying the Template: Real Stories.

Third Principle: Build Collaborative Strength Through Seven Checkpoints.

Seven Checkpoints.

Clarify Policy.

Define Roles and Responsibilities.

Revise Documents.

Establish Selection Criteria.

Provide Education and Training.
Strengthen Support Systems.

Evaluate the System.

Fourth Principle: Use the Mediation Model to Build Cosensus Among Decision Makers and Users.

Assumptions About Change.

Phase One: Draft a Blueprint.

Phase Two: Implement the Plan.

Phase Three: Review the System Annually.

Conclusion.

Conclusion: A Vision for Your Organization.

Resource A: Glossary.

Resource B: Ombudsman Code of Ethics and Standard Practices.

Resource C: Skills Courses.