Dispute resolution guidebook / Ruth Charlton.

Pyrmont, N.S.W. : LBC Information Services, 2000.

21852

Mediation -- Australia -- Handbooks, manuals, etc.

Dispute resolution (Law) -- Australia.

Part 1: Introduction: Chapter 1. Dispute resolution choices

Chapter 2. Mediation in the mainstream

Chapter 3. Basic mediation process

Part 2: Beyond the basics - skills for the dispute resolver: Chapter 4. Using process to best advantage

Chapter 5. Facilitating direct communication

Chapter 6. The Role of options in negotiations

Chapter 7. Underlying needs in a dispute resolution context

Chapter 8. Questions and answers

Part 3: Particular disputes - dynamics and strategies: Chapter 9. Disputes over wills and estates

Chapter 10. Commercial disputes

Chapter 11. Mediation and the family

Chapter 12. Personal injury, nervous shock and professional negligence claims

Chapter 13. Workplace conflicts

Chapter 14. Banks and borrowers

Chapter 15. Community and the neighbourhood

Part 4: Other dispute resolution processes: Chapter 16. Facilitation: the dispute preventer

Chapter 17. Facilitation in multi-party, planning and stakeholder matters

Chapter 18. Succession planning for family businesses and farming properties

Chapter 19. Telephone facilitations

Chapter 20. Strategic planning facilitations

Chapter 21. Facilitating public meetings

Chapter 22. Conciliation

Chapter 23. Early neutral evaluation

Part 6: Complaint management: Chapter 24. Complaint handling processes

Chapter 25. Complaint recording processes

Chapter 26. Promotion and accessibility

Chapter 27. Evaluation and planning via complaints

Chapter 28. Management, staff and training

Chapter 29. Remedies.

Includes index.

0455217475

xiv, 429 p.