Preface.

Part One: The Evolution of Conflict Management Systems.

1. Introduction: The Emergence of Conflict Management.

2. Forces of Change: The Transformation of the Social Contract in the Workplace.

3. The Rise of Alternative Dispute Resolution.

4. New Strategies of Conflict Management: The Emergence of a New Paradigm.

Part Two: The Establishment of Conflict Management Systems.

5. Design of Conflict Management Systems: Internal Features.

6. Design of Conflict Management Systems: External Features.

7. Implementation of Conflict Management Systems.

8. Evaluation of Conflict Management Systems.

Part Three: The Future of Conflict Management Systems.

9. Barriers to the Growth of Conflict Management Systems.

10. The Future of Workplace Dispute Resolution.

Appendix A: A List of Corporations and Other Organizations Studied by the Authors and Referred to in This Book.

Appendix B: Glossary of Terms.

Notes.

References.

About the Authors.

Index.