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Renowned mediator William Ury offers tested guidelines for designing a dispute resolution system to handle conflicts effectively on an ongoing basis. He explains how to diagnose and correct problems in an existing system or create and implement a new system where one does not exist. His four-phase process includes specific advice on involving adverse parties in diagnosing current problems, designing the system, and overcoming opposition to change. The result is a win-win formula for putting a system in place that contains the costs associated with conflict by addressing them as they arise.
Three Approaches to Resolving Disputes: Interests, Rights, and Power.
Diagnosing the Existing Dispute Resolution System.
Designing an Effective Dispute Resolution System.
Making the System Work: Involving the Disputing Parties.
BUILDING DISPUTE SYSTEMS: CASES FROM THE COAL INDUSTRY.
Diagnosing an Industry's Problems: Wildcat Strikes in the Coal Mines.
Designing an industry's Problems: Wildcat Strikes in the Coal Mines.
Cutting Dispute Costs for an Industry: The Grievance Mediation Program.
Conlusion: The promise of Dispute Systems Design.
Appendix: Model Rules for Grievance Mediation in the Coal Industry.