Part 1: Public Controversies and Conflict Management.

1 Understanding Public Disputes: The Spiral of Unmanaged Conflict.

2 Dealing with Conflict Productively: Alternatives and Case Examples.

3 Developing an Effective Program of Conflict Management: Ten Principles.

Part 2: A Step-By-Step Process for Managing Public Disputes.

4 Analyzing the Conflict.

5 Designing a Strategy and Setting Up the Conflict Management Program.

6 Adopting Procedures, Educating Parties, and Developing Options.

7 Reaching and Carrying Out Agreements.

Part 3: Ensuring the Success of Conflict Management.

8 Guidelines for Making the Program Work.

9 Paying Attention to Underlying Dynamics: Values, Trust, Power.

10 Handling the Human Side of the Process.

11 Removing Roadblocks.

References.

Index.