Like other types of dispute resolution, mediation brings the parties in conflict together to solve their problems. It provides a fresh perspective by introducing a third party who is entirely neutral and is skilled in helping parties solve their problems. With the increasing dissatisfaction with the formal justice system, mediation has been…

Arguing that complaints are inevitable and that complaint handling should be an integral part of the library's public service program, this paper identifies and discusses the components of such a program. Concerns discussed are those that should be of general interest to all types of libraries, and the primary focus is on external complaints,…

A study attempting to disclose dilemmas encountered by university professors as a means of better understanding their inner world is discussed. The nature of these dilemmas is investigated via the thinking aloud technique. Twelve subjects were asked to think aloud about dilemmas they encountered in their work, and the flow of thoughts was…

This paper considers the common association between marital problems and depression and describes the cognitive and behavioral factors which are common to these two problems. A set of cognitive behavioral interventions is presented, a treatment procedure which addresses cognitive and behavioral factors at the intrapersonal and interpersonal levels…

An annotated bibliography of recently-indexed ERIC documents on the topic. (CH)

There is no abundance of research on intra-organizational conflict, and there are no simple answers to the tricky business of managing organizational conflicts. This paper states some propositions about conflict and suggests some management stratagems that can be used in sustaining constructive organizational characteristics. The propositions are…

Chapter 11 in a volume on school leadership, this chapter draws from the work of many authorities to define and classify conflict and present techniques for its management in schools. Emphasizing that conflict can have positive or creative as well as negative or destructive results, the author notes that all conflict need not be resolved. He…

Testing the validity of a model incorporating the "threat" factors in crisis decision-making, this study rested on the assumption that the threat of crisis decision-making stems from two sources: perceived effects of the crisis (stimulus threat) and perceived adequacy of capabilities for dealing with the crisis (response threat). Stimulus threat…

The information presented in this booklet is for group leaders, facilitators, and members, and outlines some typical barriers or problem situations groups encounter. These are (1) reluctance to assume responsibility for tasks, (2) a decline in attendance, (3) unproductive, time-consuming meetings, (4) lack of followup on decisions, (5) discussions…

Parents who are frequently frustrated and troubled by rivalry among their children may find the following suggestions helpful. If fighting between siblings is bothersome, stop it. Don't lecture, moralize or nag. Once the unpleasant behavior is stopped, look for possible causes and ways of dealing with it. Children's versions of disputes and other…

The paper is an outgrowth of a Utah task force composed of school personnel and parents examining conflict in the individualized education program (IEP) process for handicapped children. An introductory section examines the history of parent-school relations, reviews the steps in the IEP process, and describes such conflict resolution strategies…

This skill laboratory provides a technique for problem definition and alternative methods to gather pertinent data that surrounds a given situation. Seven skills are discussed including Kaufman's tri-level needs assessment model, intergroup building, organizational slice, force field analysis, brainstorming, problem definition, and conflict…

This paper discusses some of the central issues involved in philosophizing about rhetoric by raising two primary questions within the context of three traditional branches of philosophy: ontology, axiology, and epistemology. The two questions raised are: What are dialectical tensions in a philosophy of rhetoric? and How does a person try to cope…

The office of Ombudsman at San Jose State College was created as a response to a series of demonstrations by the black community protesting discrimination experienced on and around campus. The Ombudsman was to "search out and facilitate the removal of discrimination of the basis of race, creed, or national origin" wherever it occurred.…

This paper attempts a description of some of the problems principals face, along with suggestions for solving them. The main focus is on discipline and dealing with student misconduct, but relations with parents, teachers, and police are also considered. (Author/SJL)