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This bibliography was compiled (May, 2002) by David Klegerman ( and Cinnie Noble ( It may be disseminated without permission, provided written acknowledgement to the above persons is given.

(This bibliography does not include extensive references to arbitration in the workplace.)

General < Back to the top
  • Barrett, J.T., "In Search of the Rosetta Stone of the Mediation Profession", Negotiation Journal 15(3), July 1999, 219-228.

  • Bedman, W.L., "From Litigation to ADR: Brown & Root’s Experience", Dispute Resolution Journal, 50(4), October-December 1995, 8-15.

  • Bingham, L.A., Mediating Employment Disputes: Perceptions of Redress at the United States Postal Service. Review of Public Personnel Administration, Spring 1997, 20-30.

  • Bishop, P., Winning in the Workplace: ADR Strategies for Employment Disputes, Carswell, 1995.

  • Blackard, K., Managing Change in a Unionized Workplace: Countervailing Collaboration, Westport, Connecticut: Quorum Books, 2000.

  • Blake, R.R., and Mouton, J.S., "Solving Costly Organizational Conflicts", San Francisco: Jossey-Bass, 1984.

  • Bohlander, G.W., "Alternative Dispute Resolution Policies: Current Procedural and Administrative Issues", Labour and Law Journal, September 1996, Vol.47, 619-626.

  • Braverman, M., Preventing Workplace Violence: A Guide for Employers and Practitioners, Sage Publishing Incorporated, 1999.

  • Brett, J.M., Barsness, Z.I., and Goldberg, S.B., "The Effectiveness of Mediation: An Independent Analysis of Cases Handled by Four Major Service Providers", Negotiation Journal, 1996, 12(3), 259-269.

  • Bridges, W., Managing Transitions: Making the Most of Change, Reading, Mass.: Addison-Wesley, 1991.

  • Briles, J., The Briles Report on Women in Healthcare, San Francisco: Jossey-Bass, 1994.

  • Buono, A.F., and Bowditch, J.L., The Human Side of Mergers and Acquisitions: Managing Coalitions Between People, Cultures, and Organizations, San Francisco: Jossey-Bass, 1989.

  • Cloke, K., and Goldsmith, J., Resolving Conflicts at Work, San Francisco: Jossey-Bass, 2000.

  • Cloke, K., and Goldsmith, J., Resolving Personal and Organizational Conflict: Stories for Transformation & Forgiveness, San Francisco: Jossey-Bass, 2000.

  • Conlon, D.E., Carnevale, P.J., and Murninghan, J.K., "Intravention: Third Party Intervention with Clout", Organizational Behaviour and Human Decision Processes, 1994, 57(3), 387-410.

  • Cornelius, H., The Gentle Revolution: Men and Women at Work-What goes wrong and how to fix it, Simon and Schuster, 1998.

  • Costello, E.J., Jr., Controlling Conflict: Alternative Dispute Resolution for Business, Chicago: CCH, 1996.

  • Cousins, R.B., and Benitz, L.E., "The Manager as Mediator", Manage, 1996, 47(23), 8-10.

  • CPR Institute for Dispute Resolution, "Fortune 500 Companies Find Benefits in Adopting ADR Policy", May 12, 1997, Press Release,

  • CPR Institute for Dispute Resolution, "CPR Panels", Alternatives to the High Cost of Litigation, 43(4), 1994.

  • Cropanzano, R. (ed), Justice in the Workplace: Approaching Fairness in Human Resource Management, Hillsdale, N.J.: Erlbaum, 1993.

  • Csiernik, R., "Mediation and the Workplace: Creating an Awareness Within Employee Assistance Programs", Mediation Quarterly, 8(2), 1990.

  • Dana, D. Conflict Resolution: Mediation Tools for Everyday Worklife. McGraw-Hill, 2001.

  • Dana, D., Managing Differences: How to Build Better Relationships at Work and Home, (2nd Ed.), MTI Publications, 1997.

  • De Dreu, C.K.W., and Van De Vliert, E. (eds), Using Conflict in Organizations, Thousand Oaks, Calif.: Sage, 1997.

  • Diekmann, K.A., Tenbrunsel, A.E., and Bazerman, M.H., "Fairness, Justification, and Dispute Resolution", in S. Gleason (ed) Frontiers in Dispute Resolution in Labour Relations and Human Resources, Michigan State University Press, 1997, 187-202.

  • Dibble, R.E., "Alternative Dispute Resolution of Employment Conflicts: The Search for Standards", Journal of Collective Negotiations, 1997, 26(1), 73-84.

  • Denenberg, R.V.V., Braverman, M., Denenberg, R.V., "The Violence-Prone Workplace: A New Approach to Dealing with Hostile, Threatening and Uncivil Behavior", Cornell University Press, 2001.

  • Denenberg, T.S., "Dispute Resolution and Workplace Violence", Dispute Resolution Journal, Vol. 51, 6-16.

  • Downie, B., Coates, M.L., and Furlong, G., "Meet Me Inside: Resolving Workplace Conflicts", Ivey Business Quarterly, 56, Summer 1998.

  • Eaton, S.C., "The New Negotiations in the American Workplace", Negotiation Journal, Volume: 10 Number: 3, 1994.

  • Eaton, S.C. and Kochan, T.A., "A Grass-Roots Experiment to Resolve Workplace Problems", Negotiation Journal, 12(2), April 1996, 175-179.

  • Edwards, R., Rights at Work, New York: The Twentieth Century Fund, 1993.

  • Elangovan, A.R., "Managerial Third-Party Dispute Intervention: A Prescriptive Model for Strategy Selection", Academy of Management Reviews, 1995, 20(4), 800-830.

  • Ewing, D., Do It My Way or You’re Fired: Employee Rights and the Changing Role of Management Prerogative, New York, NY: John Wiley & Sons, 1983.

  • Feuille, P. and Chachere, D.R., "Looking Fair or Being Fair: Remedial Voice Procedures in Nonunion Workplaces", Journal of Management, 1995, 21(1), 27-42.

  • Folberg, J., Taylor, A., Mediation: A Comprehensive Guide to Resolving Conflicts Without Litigation, San Francisco: Jossey-Bass, 1984.

  • Furlong, G., "Quality of Employee Dispute Resolution Unknown in Many Canadian Organizations", Interaction, Spring 1998.

  • Furlong, G., "Dispute Resolution: Beyond the ‘Open Door’ in Large Canadian Companies", in Conflict Management and Dispute Resolution Systems in Canadian Non-Union Organizations, Kingston: Queen’s University Press, 1998.

  • Gleason, S. (ed), Frontiers in Dispute Resolution in Labour Relations and Human Resources, Michigan State University Press, 1997.

  • Gleason, S. (ed), Workplace Dispute Resolution, Michigan State University Press, 1997.

  • Harness, C.C. and Mook, J.R., "ADR: The Privatizing of Employment Dispute Resolution", Employee Relations Today, 1997, 23(4), 51-66.

  • Henry, J., and Lieberman, J., The Manager’s Guide to Resolving Legal Disputes – Better Results Without Litigation, New York: Harper & Row, 1985.

  • Hirschsohn, P., "Negotiating a Democratic Order in South Africa: Learning from Mediation and Industrial Relations", Negotiation Journal, 12(2), April 1996, 139-150.

  • Hocker, J., and Wilmot, W.W., Interpersonal Conflict, 4th Edition, Dubuque, Iowa: W.C. Brown, 1995.

  • Hunter, L.W., and McKersie, R.B., "Can 'Mutual Gains' Training Change Labor-Management Relationships?", Negotiation Journal, 8(4), 1992.

  • Karambayya, R., and Brett, J.M., "Managers Handling Disputes: Third Party Roles and Perceptions of Fairness", Academy of Management Journal, 1989, 32(4), 687-704.

  • Karambayya, R. and Brett, J.M., "Managerial Third Parties: Intervention Strategies, Process, and Consequences", in J.P. Folger and T.S. Jones (eds), New Directions in Mediation, Thousand Oaks, Calif.: Sage, 1994.

  • Katz Jameson, J., "Employee Perceptions of the Availability and the Use of Interests-Based, Rights-Based, and Power-Based Conflict Management Strategies",
    Conflict Resolution Quarterly, 19(2), 2002.

  • Keashly, L., and Newberry, J., "Preference for and Fairness of Intervention: Influence of Third-Party Control, Third-Party Status and Conflict Setting", Journal of Social and Personal Relationships, 1995, 12(2), 277-293.

  • Kochan, T.A., and Eaton, S.C., "New Ideas on Resolving Workplace Disputes: Examples from the U.S. and Abroad", Negotiation Journal, 12(2), April 1996, 113-117.

  • Kolb, D.M., "How Existing Procedures Shape Alternatives", Journal of Dispute Resolution, 1989.

  • Kolb, D.M., "Who Are Organizational Third Parties and What Do They Do?" in R.J. Lewicki, B.H. Sheppard, and M.H. Bazerman (eds), Research on Negotiations in Organizations, Vol.1, Greenwich, Conn.: JAI Press, 1986.

  • Kolb, D.M., and Sheppard, B.H., "Do Managers Mediate, or Even Arbitrate?", Negotiation Journal, 1985, 1(4), 379-388.

  • Kramer, R.M., and Tyler, T.R., Trust in Organizations: Frontiers of Theory and Research, Thousand Oaks: Sage, 1996.

  • Kuretzky, B., and MacKenzie, J., Mediating Employment Disputes, Aurora, Ontario: Canada Law Book, 2001.

  • Landau, S., Landau, B. and Landau, D., From Conflict to Creativity: How Resolving Workplace Disagreements Can Inspire Innovation and Productivity, John Wiley & Sons Canada, 2001.

  • Lax, D. and Sebenius, J., "The Manager as Negotiator". The Free Press, 1986.

  • Lewin, D., "Conflict Resolution and Management in Contemporary Work Organizations: Theoretical Perspectives and Empirical Evidence", Research in the Sociology of Organizations, 1993, 12, 167-209.

  • Lewin, D., "Dispute Resolution in the Non-Union Firm: A Theoretical and Empirical Analysis", Journal of Conflict Resolution, September 1987, Vol.31, 497.

  • Lipsky, D.B., and Seeber, R.L., "The Use of ADR in U.S. Corporations: Executive Summary", Joint initiative of Cornell University, Foundation for the Prevention and Early Resolution of Conflict (PERC), and Price Waterhouse LLP [], 1997.

  • Macfarlane, J. (ed), Rethinking Disputes: The Mediation Alternative, Toronto, Canada: Emond Montgomery Publications Limited, 1997.

  • Macfarlane, J. (ed), Dispute Resolution Readings and Case Studies, Toronto, Canada: Emond Montgomery Publications Limited, 1999.

  • Mahan, B., "Why Corporations Hesitate to Mediate", California Lawyer, 1989, 42.

  • McCabe, D.M., "Alternative Dispute Resolution Mechanisms and Procedural Fairness in Non-Union Employment Disputes," in Society of Professionals in Dispute Resolution, 22nd Annual International Conference, Chapter 10.

  • McDermott, E.P., "Survey of 92 Key Companies: Using ADR to Settle Employment Disputes", Dispute Resolution Journal, 1995, 50(1), 8-13.

  • McDermott, E.P., "Using ADR to Settle Employment Disputes", Dispute Resolution Journal, 50.

  • McDermott, E.P., with Berkeley, A.E., "Alternative Dispute Resolution in the Workplace: Concepts and Techniques for Human Resource Executives and their Counsel", Westport: Quorum Books, 1996.

  • McDowell, D. S., "Alternative Dispute Resolution Techniques: Options and Guidelines to Meet Your Company’s Needs." Washington D.C.: Employment Policy Foundation, 1993.

  • Morrill, C., "Vengeance Among Executives", in J. Tucker and D. Black (eds), Virginia Review of Sociology, Vol.1: Law and Conflict Management, Greenwich, Conn.: JAI Press, 1992.

  • Nicarthy, G. et al, You Don’t Have to Take It, Seattle, Washington: Seal Press, 1993.

  • Noble, C., "Resolving Co-Worker Disputes Through Coaching Conflict Management", Canadian HR Reporter, September 24, 2001.

  • Phillips, B.A., The Mediation Field Guide: Transcending Litigation and Resolving Conflicts in Your Business or Organization, San Francisco: Jossey-Bass, 2001.

  • Picard, C., Mediating Interpersonal and Small Group Conflict, Ottawa, Canada: Golden Dog Press, 1998.

  • Potapchuk, W.R., Laue, J.H., and Murray, J.S., "Getting to the Table: A Guide for Senior Managers". Fort Belvoir, VA: Institute for Water Resources, U.S. Army Corps of Engineers, 1990.

  • Reder, D.B., "Mediation as a Settlement Tool for Employment Disputes", Labor Law Journal, Volume 43, 1992, 602-607.

  • Ritzky, G.M., "Reducing Employment-Related Litigation Risks", Risk Management, 1994, 41(8), 49-52.

  • Sessa, V.I., "Using Perspective to Manage Conflict and Affect in Teams", The Journal of Applied Behavioural Science, March 1996, Vol.32, 101-115.

  • Sheppard, B.H., Lewicki, R.J., and Milton, J.W. Organizational Justice: The Search for Fairness in the Workplace. New York: MacMillan, 1992.

  • Simon, H.A., and Sochynsky, Y., "In-House Mediation of Employment Disputes: ADR for the 1990s", Employee Relations, 1995, 21(1), 29-51.

  • Solstad, K.E., "The Role of the Neutral in Intra-Organizational Mediation: In Support of Active Neutrality", Mediation Quarterly, 17(1), 1999.

  • Stuci, H.U. How Motorola Measures Economic Benefits of ADR. Alternatives to the High Costs of Litigation. CPR Institute for Dispute Resolution, 1996, 14 (7), 91.

  • Sunoo, J., "Some Guidelines for Mediators of Intercultural Disputes", Negotiation Journal, October 1990.

  • Thomas, K.W., "Conflict and Negotiation Processes in Organizations", in M.D. Dunnette and L.M. Hough (eds), Handbook of Industrial and Organizational Psychology, Vol.3 (2nd ed.), Palo Alto, Calif.: Consulting Psychologists Press, 1990.

  • Tjosvold, D., The Conflict Positive Organization: Stimulate Diversity and Create Unity, Don Mills, Ontario: Addision-Wesley, 1992.

  • U.S. General Accounting Office. Alternative Dispute Resolution: Employers Experiences with ADR in the Workplace. U.S. General Accounting Office, B-274297, Aug. 1997.

  • Volkema, R.J., Bergmann, T.J., and Farquhar, K., "Use and Impact of Informal Third Party Discussions in Interpersonal Conflicts at Work", Management Communication Quarterly, 1997, 11(2), 185-216.

  • Walton, R., and McKersie, R., A Behavioral Theory of Labor Negotiations, New York: McGraw-Hill, 1965.

  • Weise, R.H. "The ADR Program at Motorola", Negotiation Journal, 1989, 5(4), 381-394.

  • Wells, J.C., and Liebman, W.B., "New Models of Negotiation, Dispute Resolution and Joint Problem Solving", Negotiation Journal, 12(2), April 1996, 119-138.

  • Westin, A.F., and Feliu, A.G. Resolving Employment Disputes Without Litigation, Washington, D.C. Bureau of National Affairs, 1998

  • Yarbrough, E., and Wilmot, W., Artful Mediation: Constructive Conflict at Work, Boulder, Colo.: Cairns, 1995.

  • Ziegenfuss, J., Organizational Troubleshooters: Resolving Problems with Customers and Employees, San Francisco: Jossey-Bass, 1988.

  • Zinsser, J.W., "Employment Dispute Resolution Systems: Experience Grows But Some Questions Persist", Negotiation Journal, 12(2), April 1996, 151-165.

Discrimination and Sexual Harassment
See also articles under Ombuds heading
< Back to the top
  • Aggarwal, A.P., Sexual Harassment in the Workplace (3rd edition), Butterworths Canada Ltd., 2000.

  • Aggarwal, A.P., "Dispute Resolution Processes for Sexual Harassment Complaints", Canadian Labour and Employment Law Journal 3, 1995, 61-93.

  • Baar, L.A., and Zody, M.A., "Resolution Conferences Conducted by the Utah Anti-Discrimination Division: The Elements of a Successful Administrative Mediation Program", Journal of Contemporary Law 21, 1995, 21-40.

  • Barrett, J.T., and Dewey Tanner, L., "The FMCS Role in Age Discrimination Complaints: New Uses of Mediation", Labor Law Journal, 1981, 745-754.

  • Black, W., B.C. Human Rights Review: Report on Human Rights in British Columbia, Vancouver, B.C., 1994.

  • Bond, C.A., "Resolving Sexual Harassment Disputes in the Workplace: The Central Role of Mediation in an Employment Contract", Dispute Resolution Journal, 1997.

  • Bond, C.A., "Shattering the Myth: Mediating Sexual Harassment Disputes in the Workplace", Fordham Law Review 65, 1997, 2489-2533.

  • Bryson, D., "Mediator and Advocate: Conciliating Human Rights Complaints", Australian Dispute Resolution Journal 1, 1990, 136-141.

  • Clarke, G.R., and Davies, I.T., "Mediation – When is it Not an Appropriate Dispute Resolution Process?", Australian Dispute Resolution Journal 3, 1992, 70-80

  • Cornish, M., Achieving Equality: A Report on Human Rights Reform. Report of the Ontario Human Rights Code Review Task Force, Ontario: Government of Ontario, 1992.

  • Cornish, M., and Lopez, S., "Changing the Workplace Culture Through Effective Harassment Remedies", Canadian Labour and Employment Law Journal 3, 1995, 95-129.

  • Costello, E.J., "The Mediation Alternative in Sex Harassment Cases", Arbitration Journal, March 1992, 47(1), 16-23.

  • Department of Justice Research, Statistics and Evaluation Directorate, Complaint and Redress Mechanisms Relating to Racial Discrimination in Canada and Abroad, Volume I, Ottawa, Canada: Department of Justice, 1994.

  • DeShazer S.H. and Cohen, J., "Mediating Employment Disputes under the Disabilities Act", Dispute Resolution Journal, February 1998.

  • Devereux, A., "Human Rights by Agreement? A Case Study of the Human Rights and Equal Opportunity Commission’s Use of Conciliation", Australian Dispute Resolution Journal 7, 1996, 280-301.

  • Dunlop, J.T., and Zack, A.M., Mediation and Arbitration of Employment Disputes, San Francisco: Jossey-Bass Publishers, 1997.

  • Edelman, L.B., Erlanger, H.S. and Lande, J., "Interal Dispute Resolution: The Transformation of Civil Rights in the Workplace", Law and Society Review, 1993, Vol.27, No.3, 497-534.

  • Gadlin, H., "Careful Manoeuvres: Mediating Sexual Harassment", Negotiation Journal 7, 1991, 139-153.

  • Gadlin, H., "Mediating Sexual Harassment", in B.R. Sandler and R.J. Shoop (eds), Sexual Harassment on Campus: A Guide for Administrators, Faculty and Students, Needham Heights, MA: Allyn & Bason, 1997.

  • Gutek, B., Sex and the Workplace, San Francisco: Jossey-Bass, 1985.

  • Gwartney-Gibbs, P.A., and Lach, D., "Gender and Workplace Dispute Resolution: A Conceptual and Theoretical Model", Law and Society Review, 1994, 28(2).

  • Gwartney-Gibbs, P.A., and Lach, D., "Workplace Dispute Resolution and Gender Inequality", Negotiation Journal, April 1991, Vol.7, No.2, 187-199.

  • Gwartney-Gibbs, P.A. and Lach, D., "Sociological Explanations for Failure to Seek Sexual Harassment Remedies", Mediation Quarterly, Summer 1992, 9(4), 365-373.

  • Hodges, A.C., "Mediation and the Americans With Disabilities Act", Georgia Law Review 30, 1996, 431-507.

  • Human Rights Research & Education Centre, Complaint and Redress Mechanisms Relating to Racial Discrimination in Canada and Abroad, Vol.1, Ottawa: Department of Justice Canada, 1994.

  • Irvine, M., "Mediation: Is it Appropriate for Sexual Harassment Grievances?" Ohio State Journal on Dispute Resolution 9, 1993, 27.

  • Keri, C., "Personal Harassment: The Cautious New Workplace", National, October 1997, 12-16.

  • Kolb, D.M., and Putnam, L.L., "Through the Looking Glass: Negotiation Theory Refracted Through the Lens of Gender", Workplace Dispute Resolution, 1997, 231-257.

  • Lach, D., and Gwartney-Gibbs, P.A., "Sociological Perspectives of Sexual Harassment and Workplace Dispute Resolution", Journal of Vocational Behaviour, 1993, Vol.42, 102-115.

  • Landau, E.C., "Conciliation as a Mode of Settlement of Discrimination Complaints (The Experience of the Employment Discrimination Committees)", Adelaide Law Review 11, 1988, 257-284.

  • Marshall, M.A., and Reif, L.C., "The Ombudsman: Maladministration and Alternative Dispute Resolution", Alberta Law Review 34, 1995, 215-239.

  • McDowell, L. (ed), Human Rights & Equity Report, Carswell, October 1997, Vol.9, No.1.

  • Mendes, E., Rudner, K.L., and Jourdain, P., Alternative Dispute Resolution Mechanisms in Human Rights Commissions and Analogous Institutions in Australia, The United Kingdom, The United States and Canada, Ottawa: Department of Justice Canada, 1994.

  • Parker, T. and McHale, J., Designing a Quality-Based Human Rights ADR Program: Issue Paper, Victoria, B.C.: British Columbia Human Rights Commission, 1998.

  • Rifkin, J., "Mediation from a Feminist Perspective: Promise and Problems", Mediation, 1984, 2(2), 21-31.

  • Roberts, K. and Lundy, C., "The ADA and NLRA: Resolving Accommodation Disputes in Unionized Workplaces." Negotiation Journal, 11(2), 1995.

  • Rowe, M.P., "Dealing with Harassment: A Systems Approach", in P. Stockdale (ed) Sexual Harassment: Perspectives, Frontiers, and Response Strategies, Women and Work, Volume 5, Newbury Park, CA: Sage Publications, 1996.

  • Rowe, M.P. "Dealing with Sexual Harassment", Harvard Business Review, May-June 1981, 59(3), 42-47.

  • Rowe, M.P., "People Who Feel Harassed Need a Complaint System with Both Formal and Informal Options", Negotiation Journal, 6(2), April 1990, 161-172.

  • Shemberg, A., "Mediation as an Alternative Method of Dispute Resolution for the Individuals with Disabilities Education Act: A Just Proposal?", Ohio State Journal on Dispute Resolution 12, 1997, 739-757.

  • Silberman, R.G., Murphy, S.E., and Adams, S.P., "Alternative Dispute Resolution of Employment Discrimination Claims", Louisiana Law Review 54, 1994, 1533-1558.

  • Silverman, R., "Mediation as Part of a Mulit-Process System for Resolving Sexual Harassment Disputes", The Proceedings of the Conflict Resolution Symposia: 1992-1994, The Mediation Centre at Carleton University, January 1995, 230-245.

  • Singer, L.R., Mediating Civil Rights: The Age Discrimination Act, Washington, D.C.: National Institute for Dispute Resolution, 1986.

  • Singletary, C.,R., and Shearer, R.A., "Mediation of Employment Discrimination Claims: The Win-Win ADA Option", Labor Law Journal, 1994, 338-345.

  • Stamato, L., "Sexual Harassment in the Workplace: Is Mediation an Appropriate Option?", Arbitration Forum, VI(2), Summer 1992.

  • Stamato, L., "The Case for Mediating Sex Harassment", New Jersey Law Journal 16, 1994.

  • Taylor, C.A., "Signing off Human Rights: Wrongful Dismissal Settlements and the Ontario Human Rights Code", Advocates’ Quarterly 11, 1990, 422-435.

  • Thornton, M., "Equivocations of Conciliation: The Resolution of Discrimination Complaints in Australia", Modern Law Review 52(6), 1989, 733-759.

  • U.S. General Accounting Office. "Employment Discrimination: Most Private Sector Employers Use Alternative Dispute Resolution." U.S. General Accounting Office/HEHS-150, July 1995.

  • Williams, A.D., "Model Procedures for Sexual Harassment Claims", Arbitration Journal, 1993, 48(3), 66-75.

Ombuds < Back to the top
  • Ayeni, V., "Evaluating Ombudsman Programmes", Ombudsman Journal 11, 1993, 67.

  • Caiden, G.E. (ed), International Handbook of the Ombudsman, Volume I, Evolution and Present Function, Westport, Conn: Greenwood Press, 1983.

  • Caiden, G.E. (ed), International Handbook of the Ombudsman, Volume II, Country Surveys, Westport, Conn: Greenwood Press, 1983.

  • Clark, K.E., "Improve Employee Relations with a Corporate Ombudsman", Personnel Journal, September 1985, Vol.23, 289.

  • Danet, B., "Toward a Method to Evaluate the Ombudsman Role", Administration and Society, 10(3), 1978, 335.

  • Fleischman, A., Colby, T., and Human Rights Research and Education Centre (HRREC), "Ombudsman: Issues and Articles. A Bibliography", International Ombudsman Yearbook 1, 1997, 157-195. (Also published in Ottawa: HRREC, University of Ottawa, 1997)

  • Furtado, T., "Why an Organizational Ombudsman? What an Organization’s Management Might Want to Know", Dallas: Ombudsman Association, 1996

  • Gadlin, H., "Ombudsman: What’s in a Name"? Negotiation Journal, 16(1), 2000, 37-48.

  • Gadlin, H., and Pino, E.W., "Neutrality: A Guide for the Organizational Ombudsperson", Negotiation Journal, 1997, 17.

  • Gadlin, M., and Pino, E.W., Neutrality: What an Organizational Ombudsman Might Want to Know, Dallas: Ombudsman Association, 1997.

  • Howard, C.L. and Gulluni, M.A. The Ombuds Confidentiality Privilege: Theory and Mechanics, Dallas: Ombudsman Association, 1996.

  • Hutchins, R. L. Reprisal, Retaliation, and Redress: What an Organization’s Management Might Want to Know, Dallas: Ombudsman Association, 1996.

  • Kandel. W. L. and Frummer, S.L. "The Corporate Ombudsman and Employment Law: Maintaining the Confidentiality of Communications", Employee Relations Law Journal, 19(4), Spring 1994, 587-602.

  • Kolb, D.M., "Corporate Ombudsman and Organizational Conflict Resolution", Journal of Conflict Resolution, 31(4), 1987, 673-691.

  • Lupton, D.K., "Resolving Faculty Disputes: The Education Ombudsman Proposal", Innovative Higher Education, 1984, 94-107.

  • Marshall, M.A., and Reif, L.C., "The Ombudsman: Maladministration and Alternative Dispute Resolution", Alberta Law Review, 34, 1995, 215-239.

  • McGrath, A., "The Corporate Ombuds Office: An ADR Tool No Company Should Be Without", Journal of Public Law and Policy, 18(2), 452-486.

  • Meltzer, D.L., "The Federal Workplace Ombuds", Ohio State Journal on Dispute Resolution, 13(2), 1998, 549-609.

  • Milton, C.C., "The Ombudsman as a Protector of Fundamental Personal Rights", Ombudsman Journal 7, 1988, 89-94.

  • Owen, S., "The Expanding Role of the Ombudsman in the Administrative State", University of Toronto Law Journal 40, 1990, 346-362.

  • Rief, L., Marshall, M., and Ferris, C. (eds), The Ombudsman: Diversity and Development, Edmonton, Alberta: International Ombudsman Institute, 1993.

  • Robbins, L.P., and Deane, W.B., "The Corporate Ombuds: A New Approach to Conflict Management", Negotiation Journal, 2(2), 1986, 195-205.

  • Rowe, M.P., "An Overview of Client and Internal Ombudsmen", Journal of Health and Human Resources Administration, 15(3), Winter 1993, 259-260.

  • Rowe, M.P., "The Corporate Ombudsman: An Overview and Analysis", Negotiation Journal, 3(2), April 1987, 127-40.

  • Rowe, M.P., "Dispute Resolution in the Non-Union Environment: An Evolution Toward Integrated Systems for Conflict Management?", in Sandra Gleason (ed) Frontiers in Dispute Resolution in Labor Relations and Human Resources, Michigan: Michigan State University Press, 1997, 79-106.

  • Rowe, M.P., "Helping People Help Themselves: An ADR Option for Interpersonal Conflict", Negotiation Journal, 6(3), July 1990, 239-248.

  • Rowe, M.P., "Options, Functions and Skills: What an Organizational Ombudsperson Might Want to Know", Negotiation Journal, 11(2), April 1995, 103-114.

  • Rowe, M.P., "The Ombudsman’s Role in a Dispute Resolution System", Negotiation Journal, 7(4), October 1991, 353-361.

  • Rowe, M.P., and Reddy, J., "The Ombudsman as an Ounce of Prevention", Industry, 51(3), March 1987, 42-44.

  • Rowe, M.P., Simon, M., and Bensinger, A., "Ombudsman Dilemmas: Confidentiality, Neutrality, Testifying, Record-Keeping", Proceedings of the Annual Conference of SPIDR, 1989, Washington, D.C.: SPIDR, 1990, 282-293. Also reprinted in Journal of Health and Human Resources Administration, Winter 1993, 329-340.

  • Rowe, M.P. and Ziegenfuss, J.T., "Corporate Ombudsmen: Functions, Caseloads, Successes and Problems", Journal of Health and Human Resources Administration, 15(3), Winter 1993, 261-280.

  • Rowe, M.P., Ziegenfuss, J.T., Hall, G., Perneski, A., and Lux, M., "Perspectives on Costs and Cost Effectiveness of Ombudsman Programs in Four Fields", Journal of Health and Human Resources Administration, 15(3), Winter 1993, 281-312.

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  • Rowe, M., Ziegenfuss, J.T., and Muzenrider, R.F., Cases, Methods, Costs, and Impact of Some Corporate Ombudsmen, Middletown, Penn: Pennsylvania State University Press, 1992.

  • Steiber, C., "57 Varieties: Has the Ombudsman Concept Become Diluted?", Negotiation Journal, 16(1), 2000, 49-57.

  • Wagner, M.L., "The Organizational Ombudsman as Change Agent", Negotiation Journal, 16(1), 2000, 99-114.

  • Weiss, "Comparing Legislative and Executive Ombudsman in the United States", Ombudsman Journal, 7, 1988, 39.

  • Wyner, A.J. (ed), Executive Ombudsmen in the United States, Berkeley, CA: University of California, Berkeley Institute of Governmental Studies, 1973.

  • Ziegenfuss, J.T. Jr., Rowe, M., and Munzenrider, R.F., "Corporate Ombudsman: Functions, Case Loads, Approaches, and Outcomes", Journal of Health and Human Resources Administration, 15(3), 1993, 261-280.

Dispute System Design < Back to the top
  • Blancero, D., and Dyer, L., "Due Process for Non-Union Employees: The Influence of System Characteristics on Fairness Perceptions", Human Resource Management, 1996, 35(3), 343-359.

  • Brett, J., Goldberg, S., and Ury, W., "Designing Systems for Resolving Disputes in Organizations", American Psychologist, 1990, 162.

  • Brett, J. M., Goldberg, S. B and Ury, W. L., "Managing Conflict: The Strategy of Dispute System Design", Business Week Executive Briefing Service, Vol 6, 1994.

  • British Columbia Commission on Resources and Environment, The Provincial Land Use Strategy: Dispute Resolution, Volume 3, Victoria, B.C.: Commission on Resources and Environment, 1995.

  • Cavenagh, T. Business Dispute Resolution: Best Practices, System Design & Case Management, 1999.

  • Carnevale, D.G., "Root Dynamics of Alternative Dispute Resolution: An Illustrative Case in the U.S. Postal Service", Public Administration Review, Sept/Oct 1993, Vol.53, No.5.

  • Carr, F., "How to Design a Dispute Resolution Program", CPR 12(3), Alternatives to the High Cost of Litigation 36, 1994.

  • Carter, S., "The Importance of Party Buy-In in Designing Organizational Conflict Management Systems", Mediation Quarterly, Volume: 17 Number: 1, 1999.

  • Cloke, K., "Conflict Resolution Systems Design, the United Nations, and the New World Order", 8 Mediation Quarterly, Summer 1991, No.4, 343.

  • Coates, M.L., Furlong, G.T., and Downie, B.M., Conflict Management & Dispute Resolution Systems in Canadian Nonunionized Organizations, Industrial Relations Centre, Queen’s University, 1997.

  • Conbere, J., "Designing Conflict Management Systems to Resolve Workplace Conflicts", Journal of Alternate Dispute Resolution in Employment, 2(3), 2000, 30-36.

  • Conbere, J., "Theory Building for Conflict Management System Design", Conflict Resolution Quarterly, 19(2), 2001, 215-236.

  • Costantino, C.A., "Using Interest-Based Techniques to Design Conflict Management Systems", Negotiation Journal, 12(3), July 1996, 207-214.

  • Costantino, C.A., and Merchant, C.S., Designing Conflict Management Systems: A Guide to Creating Productive and Healthy Organizations, San Francisco: Jossey-Bass, 1996.

  • CPR Institute for Dispute Resolution. CPR Model ADR Procedures and Practices, Employment ADR: A Dispute Resolution Program for Corporate Employers, 1995.

  • Cronin-Harris, C., "Mainstreaming: Systematizing Corporate Use of ADR", 59 Albany Law Review, 1995-96, No.3, 847.

  • Darling, C. (ed), Thinking Strategically: Developing Systems to Resolve Conflict, Dispute Resolution Series, Volume 4, Continuing Legal Education Society of B.C. and Dispute Resolution Office, B.C. Ministry of Attorney General, 1998.

  • David, J., "Designing a Dispute Resolution System", Commercial Dispute Resolution Journal, 1, 1994, 26.

  • Ewing, D., Justice on the Job, Boston: Harvard Business School Press, 1989.

  • Goldberg, S.B., and Brett, J.M., "Getting, Spending - and Losing - Power in Dispute Systems Design", Negotiation Journal, April 1991, Vol.7, No.2, 119.

  • Holton, S.A. (ed), Mending the Cracks in the Ivory Tower: Strategies for Conflict Management in Higher Education, Bolton, MA: Anker, 1998.

  • Kolb, D.M., and Silbey, S.S., "Enhancing the Capacity of Organizations to Deal with Disputes", Negotiation Journal 6(4), October 1990, 297-305.

  • Lynch, J., CCRA: Contemporary Conflict Resolution Approaches, Ottawa: Canada Customs and Revenue Agency, 1998.

  • Lynch, J., "Labour Management System Design - The RCMP Experience", Canadian Arbitration and Mediation Journal, 1997, 6(1), 7-9.

  • Manring, N.J., "Dispute System Design and the U.S. Forest Service", Negotiation Journal, 1993, 9(1), 13-21.

  • Mazadoorian, H.N., "Institutionalizing ADR: Few Risks, Many Benefits: Some Guidelines for System Design", CPR 12(4), Alternatives to the High Cost of Litigation 45.

  • Mazadoorian, H.N., "On Implementing ADR: One Company’s Experience Putting Theory into Practice", The Complete Lawyer, Spring 1987, 45.

  • McCabe, D.M., Corporate Non-Union Complaint Procedures and Systems: A Strategic Human Resources Management Analysis, New York: Praeger Publishers, 1988.

  • Murray, J.S., "Dispute System Design, Power, and Prevention", Negotiation Journal, 1990, 4(1), 105-108.

  • Nelles, A., "Making Mediation Mandatory: A Proposed Framework", Journal on Dispute Resolution 7(2), 1992, 287-313.

  • Noble, C., "Dispute Resolution Programs for the Workplace, Lawyers Weekly, March, 2000.

  • Noble, C., "Options in Conflict Management System Design", Workplace News, Vol.8, Issue 5, May 2002.

  • O’Connor, D., "The Design of Self-Supporting Dispute Resolution Programs", Negotiation Journal, April 1992, Vol.8, No.2, 85.

  • Parker, T., and McHale, J., Designing a Quality-Based Human Rights ADR Program: Issue Paper, Victoria, B.C.,: British Columbia Human Rights Commission, 1998.

  • Reilly, M., and MacKenzie, D., ADR in the Corporate Environment, Toronto, Canada: CCH Canadian Limited, 1999.

  • Rowe, M.P., "Options and Choice for Conflict Resolution in the Workplace", in L. Hall (ed) Negotiation Strategies for Mutual Gain, Newbury Park, CA: Sage Publications Inc., 1993, 105-119.

  • Rowe, M.P., "Organizational Response to Assessed Risk", in Program Record of the 1988 IEEE Electro 1988 Conference, Risk Assessment and Response, IEEE, 1988.

  • Rowe, M.P., "Specifications for an Effective Integrated Complaint System", in R. Shoop et al (eds) Sexual Harassment on Campus, New York: Simon and Schuster, 1997.

  • Rowe, M.P., "The Non-Union Complaint System at MIT: An Upward-Feedback Mediation Model", in Alternatives to the High Cost of Litigation 2(4), April 1984, 10-18. Also reprinted in Riskin, Leonard L., and Westbrook, James, Dispute Resolution and Lawyers, St. Paul, MN: West Publishing Co., 1987.

  • Rowe, M.P., "The Post-Tailhook Navy Designs an Integrated Dispute Resolution System", Negotiation Journal, 9(3), July 1993, 203-213.

  • Rowe, M.P., and Baker, M., "Are You Hearing Enough Employee Concerns?", Harvard Business Review, 62(3), May-June 1984, 127-136.

  • Rowe, M., and Bendersky, C., "Workplace Justice, Zero Tolerance and Zero Barriers: Getting People to Come Forward in Conflict Management", in Thomas Kochan and Richard Locke (eds), Negotiations and Change, from the Workplace to Society, Ithaca, NY: Cornell University Press, 2002.

  • Slaikeu, K.A., "Conflict Management: Essential Skills for Health Care Managers", Journal of Health Care Material Management, Nov-Dec 1992, 36-48.

  • Slaikeu, K.A., "Designing Dispute Resolution Systems in the Health Care Industry", Negotiation Journal, 5(4), 1989, 395-400.

  • Slaikeu, K.A., and Hasson, R.H., Controlling the Costs of Conflict: How to Design a System for Your Organization, San Francisco, CA: Jossey-Bass, 1998.

  • Slaikeu, K.A., and Hasson, R.H., "Not Necessarily Mediation: The Use of Convening Clauses in Dispute System Design", Negotiation Journal, 8(4), 1992, 331-337.

  • Slate, W.K., and Friedman, G.H., "Ten Things Not To Do When Designing an Employment ADR System", HR Advisor, January/February 1997, Vol.2, No.4.

  • Society of Professionals in Dispute Resolution (now ACR) and Cornell University, "Guidelines for the Design of Integrated Conflict Management Systems Within Organizations", Washington, D.C., 2001/02,

  • Stitt, A.J., Alternative Dispute Resolution for Organizations: How to Design a System for Effective Conflict Resolution, Toronto: John Wiley & Sons Canada Limited, 1998.

  • Ury, W.L., Brett, J.M., and Goldberg, S.B., Getting Disputes Resolved: Designing Systems to Cut the Costs of Conflict, San Francisco: Jossey-Bass, 1988.

  • Zinsser, J.W., "Employment Dispute Resolution Systems: Experience Grows But Some Questions Persist", Negotiation Journal, 1996, 151.

Articles on under Workplace category < Back to the top
  • Bartles, T., "City of Tucson Employee Mediation Program."

  • Cohen, J., "The ADA Mediation Guidelines".

  • Colsky, A., "Thoughts on the Limitations of Grievance Procedures in the Private Sector".

  • Dana, D., "What’s a Conflict?"

  • Ford, J., "Confidentiality Issues in Workplace Mediation: What Every HR Manager Should Know".

  • Ford, J., "Cross Cultural Conflict Resolution in Teams".

  • Ford, J., "Dealing with Difficult Behaviour".

  • Hamilton, J., & Seaman, E., "Turning Around Polarized Mindsets in Workplace Mediations".

  • Henderson, E.B., "An Expanded Role for Mediation in Conflict Resolution".

  • Hicks, T., "Mediation in Sexual Harassment Cases".

  • Hicks, T., "Seven Steps for Effective Problem Solving in the Workplace".

  • Hicks, T., "What Is Mediation And How Does It Fit Into The Workplace"?

  • Hicks, T., "Steps for Setting Up an Effective Conflict Management System".

  • Janis, M., "In the Eye of the Beholder: Using Perceptual Errors to Resolve Employment Disputes".

  • Kichaven, J., "Top 10 Reasons Why Psychiatric Disability Discrimination Claims are so Hard to Mediate".

  • McClure, L., "Violence and Harassment In The Workplace: The 10 Most Common Mistakes Companies Make".

  • Miller, D., "A Just Alternative or Just an Alternative? Mediation and the Americans with

  • Disabilities Act".

  • Muniz, J., "When You Can’t Get Through to Them: Cultural Diversity in Mediation".

  • Noble, C., "Conflict Management Through Coaching".

  • Noble, C., "Conflict Coaching – A Preventative Form of Dispute Resolution".

  • Secretary of the Treasury, U.S., "Resolving Workplace Disputes".

  • Society of Professionals in Dispute Resolution - Track Two (now ACR), "Guidelines for Voluntary Mediation Programs Instituted by Agencies Charged with Enforcing Workplace Rights".

  • Sorensen, M. & Thomas M.Bartels, T.M., "Reflections on a Group Intervention: City of Tucson Employee Mediation Program".

Articles on under Employment Disputes category < Back to the top
  • Adler, S., "Resolution of Reasonable Accommodation Disputes".

  • Adler, S., "Strategies for a Successful Employment Mediation".

  • Andres, D., and Creps, C., "The Interactive ADA Accommodation Process".

  • Cabot, S., "Settling Employment Disputes".

  • Cheston, S., "Advances in ADR with the Air Force".

  • Ford, J., "Workplace Conflict: An Inevitable Fact of Life".

  • Krivis, J., "Dealing With A Competitive Approach In Mediation".

  • Roberts, M.J., " Mediation: an Executive’s Guide to Managing Conflict".

  • Roberts, M.J., " Resolving Employment Disputes Through Mediation".

  • Rosenthal, R.J., "Mediation as an Affirmative Business Strategy."

Articles on under Systems Design category < Back to the top
  • Delaney, B., "Building an Internal System for Resolving Disputes".

  • Department of Veterans Affairs, "Sample Mediation Programs: Veterans Integrated Service Network".

  • Federal Mediation and Conciliation Service, U.S., "Preventative Mediation: Examples From the Labour Management Arena".

  • Federal Alternative Dispute Resolution Council, "Evaluating ADR Programs (2001)".

  • Ford, J., "The Training of Conflict Resolution Skills in the Workplace".

  • Furlong, G.T., "Dispute Resolution: Beyond the Open Door in Large Canadian Companies".

  • Lynch, J., "New Conflict Management Systems Section".

  • Lynch, J., "Does Your Organization Need a System"?

  • Noble, C., "Options in Conflict Management System Design".

  • Spidr's ADR in the Workplace, Track 1 Committee, "Guidelines For The Design Of Integrated Conflict Management Systems Within Organizations".

Articles on under Labour Management category < Back to the top
  • Nagel, S., "Super-Optimizing for ADR Disputes".

Articles on under Labour and Employee Relations category < Back to the top
  • Gunn, R., "What is ADR in a Work Setting?".

  • Adler, Peter S., (Originally from:, "The Making of a Mediator: Sun Tzu and the Art of War".

  • Liu, C., "How To Investigate Sexual Harassment".

  • Another source of ongoing articles about workplace dispute resolution is "Workplace News" published by the Association for Conflict Resolution, This publication is available to members of the workplace section of ACR.

Other Recommended ADR and Workplace Journals (from ACR): < Back to the top

Links to other Workplace Sites: < Back to the top

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