As organizations restructure and social stresses escalate, conflict in the workplace is on the rise. Whether in response to organizational goals such as resolving disputes with customers and clients, systemic problems in hiring and promotion practices, or interpersonal issues between managers, employees, and co-workers, business and government agencies are finding it increasingly more productive — and more cost-effective — to be proactive in designing systems to manage conflict. Professionals in organization development (OD), human resources (HR), and alternative dispute resolution (ADR) are responding to this important challenge by leading the way in designing intergrated conflict management systems to help effectively manage conflict both internally and with external stakeholders.
Designing Conflict Management Systems presents a practical, step-by-step approach that uniquely integrates OD, ADR, and dispute systems design principles into a working model to help OD, HR, and ADR professionals and managment consultants assess conflict and evaluate processes within any organization — to either improve them or implement new ones. The authors use three composite case studies from the health care, government, and manufacturing sectors, along with numerous charts, checklists, and tables to show how to get the programs launched, deal with organizational resistance and constraints, learn the do’s and don’t's of conflict management training, make sure the design fits the larger organizational culture, motivate people to actually use the system, and evaluate if the system is really working.
“A variety of methods for heading off unnecessary disputes. . . . A real contribution to advancing the field of systems design.” – From the foreword by William L. Ury, co-author of Getting to Yes and author of Getting Past No
“A formidable integration of many disciplines that relate to management of conflict in organizations-it greatly enhances our range of choices!” – Marv Weisbord, author of Productive Workplaces and Discovering Common Ground
“Integrating the teachings of organization development into the fields of alternative dispute resolution and dispute resolution systems design, Designing Conflict Management Systems builds on the earlier work of Ury, Brett, and Goldberg to guide practitioners who wish to assist in the design of systems for managing conflict in organizations. I say ‘assist’ because the authors, both experienced and sensitive practitioners, recognize . . . that people are far more likely to use systems they have participated in creating. . . . Filled with practical advice.” – Linda R. Singer, director, Center for Dispute Settlement, and author of Settling Disputes
“With its clear and well-reasoned approach to dispute systems design and change implementation, this book will be an invaluable resource for mediators seeking to broaden their professional range.” – Marjorie Corman Aaron, executive director, Program on Negotiation at Harvard Law School
ABOUT THE AUTHORS:
Cathy A. Costantino attorney, mediator, and conflict management systems designer, is widely known for her work with alternative dispute resolution (ADR) in the federal government, the legal community, and the banking industry. She is director of the ADR program at the Federal Deposit Insurance Corporation (FDIC) and adjunct professor at Georgetown University Law School. Costantino also co-chairs the Dispute Systems Design/Organization Development sector of the Society of Professionals in Dispute Resolution (SPIDR).
Christina Sickles Merchant, nationally known dispute resolution professional, works extensively in fostering and supporting sustainable partnerships between labor and management throughout the private, public, and international arenas. She is director of Labor-Management Cooperation at the Federal Labor Relations Authority (FLRA), a Fellow with Syracuse University’s Maxwell Center for Advanced Public Management, and the current president of SPIDR.
Soft copy vs. hard copy
You may order this role simulation in either soft copy (electronic) or hard copy (paper) format. If you select the soft copy option, you will receive an e-mail with a URL (website address) from which you may download an electronic file in Adobe Acrobat PDF format. You are then permitted to view the document on your computer and either print the number of copies you purchased, or forward the electronic file as many times as the number of copies you purchased. You will only receive a link to one electronic file per document. So, if you order 25 soft copies, you may either forward copies of the link to 25 people via e-mail, or print (and/or photocopy) 25 hard copies of the document.
If you select the hard copy option, you will receive paper copies of this role simulation via the shipping method you select.
The purchase price and handling fee are the same for both soft and hard copies. Soft copies do not entail a shipping fee.
For additional information about the soft copy option, please visit our FAQ section, or contact the PON Clearinghouse at chouse@law.harvard.edu or 800-258-4406 (within the U.S.) or 781-966-2751 (outside the U.S.).
Please note: At the present time, Clearinghouse soft copies are compatible with the following versions of the Adobe Acrobat Reader: English, German, French, Spanish, Swedish, Portuguese, Japanese, and Korean. If you have a different version of the Acrobat Reader, you may wish to download one of these at http://www.adobe.com/products/acrobat/readstep2.html, or contact the PON Clearinghouse at chouse@law.harvard.edu, 800-258-4406 (within the U.S.), or 781-966-2751 (outside the U.S.) for further assistance. This restriction does not apply to the freely available Teacher’s Package Review Copies.
Ordering a single copy for review
If you wish to review the materials for a particular role simulation to decide whether you’d like to use it, then you should order a single Teacher’s Package for that role simulation. A PDF, or soft copy, version of the Teacher’s Package is also available as a free download from the description page of most role simulations and case studies. There is no need to order participant materials as well as a Teacher’s Package, as all Teacher’s Packages include copies of all participant materials. In addition, some Teacher’s Packages (but not all) include additional teaching materials such as teaching notes or overhead masters. Please note that the materials in Teacher’s Packages are for the instructor’s review and reference only, and may not be duplicated for use with participants.
Ordering copies for multiple participants
If you wish to order multiple copies of a role simulation for use in a course or workshop, simply enter the total number of participants in the box next to “Participant Copies.” There is no need to calculate how many of each role is required; the Clearinghouse will calculate the appropriate numbers of each role to provide, based on the total number of participants. For example, if you wish to order a 2-party role simulation for use with a class of 30 students, you would enter “30” in the box next to “Participant Copies.” You then would receive 15 copies of one role and 15 copies of the other role, for use with your 30 participants. As another example, if you ordered 30 participant copies of a 6-party role simulation, you would receive 5 copies of each role.
In the event that the number of participant copies you order is not evenly divisible by the number of roles in the simulation, you will receive extra copies of one or more roles. Participants receiving the extra roles may partner with other participants playing the same role, thus negotiating as a team. So, for instance, if you ordered 31 copies of a 2-party role simulation, you would receive 15 copies of the first role and 16 copies of the second role. One of the participants playing the second role would partner with another participant playing that same role, and the two would negotiate as a team.
×
