Conflict Management and Leadership for Managers: Knowledge, Skills, and Processes to Harness the Positive Power of Rapid Change at Work

A comprehensive, inclusive, and practical guide to preventing and managing every common source of conflict and dispute at work, whether involving leaders, managers, employees, customers, vendors, or regulators.

Susan S. Raines, PhD, is a Foreign Service Officer with the U.S. Department of State. For more than twenty years she was a professor of conflict management in the Graduate School of Conflict Management, Peacebuilding & Development at Kennesaw State University, in suburban Atlanta. She is the president of Collaboration Services, a consulting firm that works with public, private, and nonprofit organizations to prevent and proactively manage conflict and collaboration. She has mediated more than 17,000 cases inside and outside of the court system and served as an Alternative Dispute Resolution Reservist for the U.S. Federal Emergency Management Agency. Through the provision of training, one-on-one performance coaching, program evaluation, culture change initiatives, strategic planning, and crisis intervention, she has assisted organizations such as the International Monetary Fund, United Nations International Organization for Migration, the Florida and Georgia Supreme Courts, the DeKalb County Multi-Door Courthouse, The Maryland Association for Conflict Resolution, the U.S. Army Corps of Engineers, Florida Medical Association, George Physician Leadership Association, Volkswagen North America, American Association of Chemists, New York State Agricultural Mediation Program (NYSAMP), CureViolence, and many Fortune 500 corporations. She is the coauthor of Expert Mediators and more than approximately fifty peer-reviewed publications, and served as the editor-in-chief of Conflict Resolution Quarterly for twelve years.