Includes bibliographical references and index.

Acknowledgements -- Introduction -- Putting conflict into context -- What's wrong with contemporary conflict management and what can organizations do about it? -- The lifecycle of a conflict : how and why conflicts escalate -- The causes and the sources of dysfunctional conflict -- Managing conflict : a legal perspective -- A practical guide to managing conflict -- Measuring the costs of conflict -- The psychology of conflict and conflict management -- The resolution spectrum -- Developing a resolution policy to replace your traditional grievance procedure -- Mediation. an in-depth analysis -- How to develop an internal mediation scheme -- Tackling bullying and harassment : from process to people -- Total conflict management : a whole-systems approach for preventing and resolving conflict -- Managing workplace and employment disputes. an international perspective -- Resolution resources -- A quick conflict health check -- Glossary -- Index.