Designing Systems for Resolving Disputes in Organizations

Dispute systems design attempts to reduce the costs of conflict and realize its benefits by changing the way people handle their disputes. A dispute systems designer may suggest new dispute resolution procedures; organize procedures in a low-to-high cost sequence; work with the parties to help them acquire the motivation, negotiation skills, and resources to use new procedures; and even recommend changes in the broader organization that will facilitate the success of a dispute resolution system. This article draws on our experiences and those of other dispute systems designers, as well as current research on negotiations and dispute resolution, in discussing how principles of dispute systems design apply to intra- and interorganizational conflict.