Managing public disputes : a practical guide for government, business, and citizens’ groups

For more than a decade, Managing Public Disputes has beenthe first choice, hands-on guide for managers, offering usefulinstructions for handling a wide range of large and small publiccontroversies from the national to the community level. Itincludes:* Ten proven principles for managing conflict* A comprehensive framework with step-by-step procedures forcreating productive outcomes* Seven illustrative case examples* Detailed advice on effective methods for collectinginformation, conducting interviews, and analyzing a conflictsituation* Suggestions for handling special problems such as reluctantparticipants, keeping people at the negotiation table, and handlingsituations where emotions are running high* Eight tasks targeted for designing an overall strategy formanaging public disputes