Managing public disputes : a practical guide for government, business, and citizens' groups / Susan L. Carpenter, W.J.D. Kennedy.

Includes bibliographical references (p. 279-283) and index.

Pt. 1. Public Controversies and Conflict Management -- 1. Understanding Public Disputes: The Spiral of Unmanaged Conflict -- 2. Dealing with Conflict Productively: Alternatives and Case Examples -- 3. Developing an Effective Program of Conflict Management: Ten Principles -- Pt. 2. A Step-By-Step Process for Managing Public Disputes -- 4. Analyzing the Conflict -- 5. Designing a Strategy and Setting Up the Conflict Management Program -- 6. Adopting Procedures, Educating Parties, and Developing Options -- 7. Reaching and Carrying Out Agreements -- Pt. 3. Ensuring the Success of Conflict Management -- 8. Guidelines for Making the Program Work -- 9. Paying Attention to Underlying Dynamics: Values, Trust, Power -- 10. Handling the Human Side of the Process -- 11. Removing Roadblocks.