Managing Public Disputes: A Practical Guide for Professionals in Government, Business, and Citizen's Groups
August 2001, Jossey-Bass
- Ten proven principles for managing conflict
- A comprehensive framework with step-by-step procedures for creating productive outcomes
- Seven illustrative case examples
- Detailed advice on effective methods for collecting information, conducting interviews, and analyzing a conflict situation
- Suggestions for handling special problems such as reluctant participants, keeping people at the negotiation table, and handling situations where emotions are running high
- Eight tasks targeted for designing an overall strategy for managing public disputes
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.
W.J.D. KENNEDY was the executive director of ACCORD Associates for fourteen years. He has consulted with a wide variety of private organizations and city, county, state, and federal agencies.
"A classic must-read for professional mediators, public officials, and involved citizens! Managing Public Disputes is a masterful blend of theory, practical application, and engaging stories that take the conflict resolver step-by-step through the dynamics of resolving public disputes." (Susanne Terry, mediator and faculty, Mediation Program, Woodbury College)
"Required reading for anyone wanting to turn stalemate into results. It is foundational for the practice and teaching of collaborative policy making." (Susan Sherry, executive director, California Center for Public Dispute Resolution, A Joint Program of California State University, Sacramento and McGeorge School of Law, University of the Pacific)
"The book is a truly excellent starting point for readers, mediators and facilitators..." (Mediate.com, 1/02)