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

For more than a decade, Managing Public Disputes has been the first choice, hands-on guide for managers, offering useful instructions for handling a wide range of large and small public controversies from the national to the community level. It includes: * 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

SUSAN L. CARPENTER is a mediator and trainer. She is the founding director of the Program for Community Problem Solving in Washington, D.C. and a founding board member of the International Association of Public Participation. She was the associate director of ACCORD Associates, a nonprofit conflict management organization in Boulder, Colorado for ten years. 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.