Managing Public Disputes: A Practical Guide for Professionals in Government, Business, and Citizen's Groups

The Authors.

Part 1: Public Controversies and Conflict Management.

1 Understanding Public Disputes: The Spiral of UnmanagedConflict.

2 Dealing with Conflict Productively: Alternatives and CaseExamples.

3 Developing an Effective Program of Conflict Management: TenPrinciples.

Part 2: A Step-By-Step Process for Managing PublicDisputes.

4 Analyzing the Conflict.

5 Designing a Strategy and Setting Up the Conflict ManagementProgram.

6 Adopting Procedures, Educating Parties, and DevelopingOptions.

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.