Author： Kirk James J Buckner Diana
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.8, Iss.4, 1998-04, pp. : 226-230
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Abstract
Organizations need constructive interventions for resolving disputes in the workplace. Mediation is one possible intervention. This real-life case study and an accompanying mediation exercise can help employees acquire and practice basic mediation skills. The exercise can also serve as a learning frame for generating discussions on current issues in any organization.
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