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