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 conflict; a comprehensive framework with step-by-step procedures for creating productive outcomes; seven illustrative case examples; detailed advice on effective methods for collecting information, conducting interviews, and analyzing a conflict situation; suggestions for handling special problems such as reluctant participants, keeping people at the negotiation table, and handling situations where emotions are running high; and eight tasks targeted for designing an overall strategy for managing public disputes.