The exchange
by Steven Dinkin
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"Features: details a four-stage process derived from the conflict resolution model used at the National Conflict Resolution Center for more than 25 years; includes background information on common causes of conflict; explains how to address emotionally charged issues, especially during times of restructuring, downsizing, and merger; provides the understanding required to preempt and de-escalate disputes before they become volatile."--Publisher's website.
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