Introduction: Developments in conflict management / William K. Roche, Paul Teague, and Alexander J.S. Colvin -- The goals and assumptions of conflict management in organizations / John W. Budd and Alexander J.S. Colvin -- Labor-management conflict: where it comes from, why it varies, and what it means for conflict management systems / John Godard -- Employment rights and workplace conflict: a governance perspective / Cynthia Estlund -- HRM and conflict management / Douglas M. Mahony and Brian S. Klaas -- Collective bargaining and grievance procedures / David Lewin -- Third-party processes in employment disputes / William Brown -- Interest-based bargaining / Joel Cutcher-Gershenfeld -- Grievance procedures in non-union firms / Alexander J.S. Colvin -- Workplace mediation / Paul L. Latreille and Richard Saundry -- The organizational ombudsman / Mary Rowe and Howard Gadlin -- Line managers and workplace conflict / John Purcell -- Conflict management systems / William K. Roche and Paul Teague -- Using mediation to manage conflict at the United States postal service / Lisa Blomgren Amsler -- The evolution of a labor-management partnership: the case of Kaiser permanente and the coalition of Kaiser permanente unions / Adrienne E. Eaton and Thomas A. Kochan -- "Med + arb" in the New Zealand police / Ian McAndrew -- Experiences of judicial mediation in employment tribunals / Peter Urwin and Paul L. Latreille -- Conflict resolution in Germany / Martin Behrens -- Conflict resolution in Japan / John Benson -- Conflict resolution in the United States / David B. Lipsky, Ariel C. Avgar, and J. Ryan Lamare -- Conflict management in Australia / Bernadine Van Gramberg, Greg J. Bamber, Julian Teicher, and Brian Cooper -- Conflict resolution in New Zealand / Erling Rasmussen and Gaye Greenwood -- Conflict resolution in the United Kingdom / Richard Saundry and Gill Dix -- Conflict resolution in China / Mingwei Liu.