For more than a decade, "Managing Public Disputes" has been the first choice, hands-on guide for managers, offering useful instructions for handling a wide range of large and small public controversies from the national to the community level. It includes: Ten proven principles for managing conflictA comprehensive framework with step-by-step procedures for creating productive outcomesSeven illustrative case examplesDetailed advice on effective methods for collecting information, conducting interviews, and analyzing a conflict situationSuggestions for handling special problems such as reluctant participants, keeping people at the negotiation table, and handling situations where emotions are running highEight tasks targeted for designing an overall strategy for managing public disputes