Most organizations try to avoid conflict at all costs. Unfortunately, conflict swept under the rug usually just reappears later, often causing even more trouble. Not all conflict is negative, however. Honest differences of opinion on substantive business issues can set the stage for a larger, more comprehensive solution than originally imagined. According to mediation experts Kirk Blackard and James Gibson, dealing with counterproductive conflict in an organized, holistic and systemic manner can lead to stronger and more resilient organizations. The responsibility for creating such a culture rests squarely on the shoulders of management. The coauthors draw from diverse business, legal and academic backgrounds, sharing proven strategies and best practices for resolving conflicts--big or small, business-related or personal. Much workplace conflict stems unwittingly from management policies and attitudes. The authors address specific leadership actions necessary to correct these problems and enliven the discussion with clear examples. From identifying root causes to taking appropriate steps to help the parties resolve difficulties, successful resolution results in growth and learning organization-wide.