------------------------------------------------------------------

    Conflict Management E-Newsletter

              February 2001 #13

------------------------------------------------------------------

A reminder that the instructions to unsubscribe

are at the end of the newsletter.  And that new

subscriptions are always welcome.

------------------------------------------------------------------

1. Articles:

ODR And The Global Management Of Customers' Complaints:

How Can ODR Techniques Be Responsive To Different Social

And Cultural Environments?

by Nora Femenia, Ph.D

This paper deals with the expanding universe of global online

commerce, global customer relationship management and the

role of an Online Dispute Resolution (ODR) system to manage

and resolve customer's complaints.

Report Of The Interagency ADR Working Group To The President

By The Interagency ADR Working Group

The Interagency Alternative Dispute Resolution Working Group

was created by Presidential Memorandum dated May 1, 1998,

to assist agencies in utilizing these more effective ways to handle

conflict. This Report sets forth the activities and successes of the

Working Group thus far.

Hot Disputes Cool Down in Online Mediation

By Brenda Paik Sunoo

Cyberspace dispute resolution can defuse anger and save

HR managers time, energy - and real-world lawsuits.

------------------------------------------------------------------

2.  Workbook:

Native American Medicine Wheel Workbook

By First American Culture and Education Preservation

Association

The object that many refer to as a Medicine

Wheel does not in and of itself contain any power. 

It is a symbol only of the beliefs of the many

Nations of Native Americans across North and

South America.  The true power is in the

understanding of one's self and our relationship

to all other things.

If you want a hard copy send an e-mail to

MedicineWheel@rds-net.com, and they will

send it to you in MS-Word format via e-mail.

------------------------------------------------------------------

3. Report:

Chat Room Use in North America

By Nesrin Hijazi, Research Analyst, CommerceNet

Chat rooms are becoming increasingly popular as

they enable people who are connected

to the Internet to join live discussions worldwide.

The 1999 Demographic Study found that, out of

the 92 million online users in

North America, 30 million people

(or 37% of the population)

have engaged in a chat room discussion.

.html (This link is long and so may be broken. Please copy and paste

into your browers location field-from http:// ...through to .html)

------------------------------------------------------------------

4. Web Site:

The Australian Dispute Resolution Web Site

This web site is dedicated to the peaceful resolution

and management of conflict and disputes through

national and international collaboration and

information sharing.

They offer a range of services including

a database of dispute resolution practitioners

in each Australian State and Territory.

------------------------------------------------------------------

5. News from Southern Africa:

Congolese Rivals Pour In More Arms

Both sides in the Democratic Republic of Congo's war

are pouring in fresh arms and troops, raising prospects

of renewed fighting after the murder of President

Laurent Kabila.  Analysts warn of hard choices,

soaring costs and an escalation in the war.

The conflict in the former Belgian colony - potentially

Africa's richest nation with complex interlocking

regional interests - has involved the armies of at

least six African nations and turned the country

into a widening battlefield.

Business Day, 20010125

Mbeki Praises Ethiopia, Eritrea

President Mbeki yesterday congratulated the Eritrean and

Ethiopian leaders for signing a peace accord which would formally

end their long-standing rivalry. In a statement

issued in Pretoria, Mr Mbeki also thanked Algerian President and

Organisation of African Unity chairman Abdelaziz Bouteflika

for facilitating the conclusion of the accord.

Pretoria News, 20001213

----------------------------------------------------------------------

6.  Quotes:

"The mind is not a vessel to be filled, but a fire to be kindled"

Plutarch

"Problems that remain persistently insolvable should

always be suspected as questions asked in the wrong way."

Alan Watts

"When two people in business always agree, one of them is

unnecessary."

William Wrigley, Jr.

"He that wrestles with us strengthens our nerves, and sharpens

our skill. Our antagonist is our helper."

Edmund Burke

----------------------------------------------------------------------

7. New Book:

Conflict Resolution: mediation tools for everyday worklife

by Daniel Dana

(Mcgraw-Hill, 2001)

Workplaces are changing. As interpersonal rules of conduct

become looser and time deadlines tighter, conflict resolution

is gaining as a strategic management issue. Conflict Resolution

is the first book to provide specific mediation skills and

managerial tools for successfully preventing, managing and

resolving workplace conflicts.

Before minor skirmishes become full-blown wars,

refer to this hands-on, solution oriented book to learn:

*The four primary tasks of preventative mediation

*Practical tools for mediating conflicts between others

*Proactive techniques to frame conflicts as both-gain

opportunities, instead of win-lose or lose-lose contests

Organizations that recognize the necessity of strategically managing

internal conflict will be one step ahead in tomorrow's

increasingly competitive business environment. Let

Conflict Resolution provide you with the latest information

and procedures you need for mediating and even preventing conflicts

and fostering teamwork-in the workplace.

Table of Contents:

Chapter 1. What's a Conflict?

Chapter 2. So What if There's Conflict?

Chapter 3. How to Resolve Any Conflict

Chapter 4. How to Resolve a Conflict Between Others

Chapter 5. How to Resolve a Conflict Between Yourself and Another

Chapter 6. How to Resolve Team Conflict

Chapter 7. How to Mediate All the Time to Prevent Conflicts

Chapter 8. Strategic Management of Organizational Conflict

----------------------------------------------------------------------

8. Feedback and Subscriptions welcome

If you have any suggestions, tips, or other comments,

send an e-mail to johnford@mediate.com.  I welcome

new subscriptions.

----------------------------------------------------------------------

The Conflict Management E-Newsletter

Published by John Ford and Associates

To subscribe and unsubscribe

Send a blank email to:

conflictmanagement-subscribe@yahoogroups.com

conflictmanagement-unsubscribe@yahoogroups.com

To review previous newsletters on the web:

----------------------------------------------------------------------