ABSTRACT
This chapter discusses the cost of conflict for organizations, shares the benefits of adopting mediation within a conflict management system (CMS), and describes how a mediator may assist by serving as a CMS designer, consultant, trainer, or mediator in practice. It shows how emotional intelligence can be infused into the toolbox of mediators to enhance conflict management approaches. The chapter illustrates how utilizing mediation within an integrative conflict management systems approach that includes progressive and state-of-the-art processes in conflict resolution may be effective. Organizations often ignore the premise that conflict is significantly controlled, influenced, and impacted by organizations themselves and the attitudes held by organizational leaders about conflict. Mediation is one formidable conflict management approach that can save organizations from the aggravation and costs related to conflict. An effective CMS designer should possess many of the tools required of a seasoned mediator or facilitator. Training and education are the most frequently used approaches for designing a sustainable CMS.
