Dr. Susan S. Raines is Professor of Conflict Management at Kennesaw State University. Dr. Raines is the Editor-in-Chief of Conflict Resolution Quarterly, the author of more than 45 peer reviewed articles and two books, and a Graduate Professor of Conflict Management at Kennesaw State University. She has mediated more than 15,000 cases inside and outside of the court system and served as a conflict management consultant to organizations across the globe. Her work focuses on ways in which organizations can reduce internal conflict (e.g. with employees) and external conflict (with customers, vendors and regulators) while maximizing mission achievement through the design of appropriate corporate cultures and systems.

Introduction to the 2nd Edition
Section I: Basic Conflict Management Knowledge & Skills
Chapter 1: Manager Know Thyself: The skills and behaviors of great conflict managers
Chapter 2: Practical Conflict Theory: Conflict's origins, escalation and de-escalation
Chapter 3: The Power of Negotiation
Chapter 4: Mediation, Arbitration and other processes within the Alternative Dispute Resolution
Continuum
Chapter 5: Embracing Diversity, Inclusion & Intercultural Communication Skills for the 21st
Century Organization
Section II: The Prevention and Resolution of Internal Organizational Conflicts
Chapter 6: Building & Sustaining a Conflict Competent Organizational Culture
Chapter 7: Reducing Employee Conflict: Performance Reviews, Turnover, Motivation and
Working with Unions
Chapter 8: Leadership: Creating Collaborative Teams and Organizations
Chapter 9: Designing Conflict Prevention and Early Resolution Systems
Chapter 10: Ombudsman at Work: Coaching, Training; and Shaping Organizations
Section III: The Prevention and Resolution of External Organizational Conflicts
Chapter 11: Principles and Systems for Superior Customer Service and Customer Recapture
Chapter 12: Conflict & Collaboration between Regulators and Regulated Entities:
Environmental and Public Policy Conflict Resolution: Trends and Best Practices
Chapter 13: Facilitation: Meeting Management & Large Group Decision-making processes
Conclusion
About the Author
Glossary of Terms
References