ACResolution Magazine is published by the
Association for Conflict Resolution (ACR)
2014–2015 BOARD OF DIREC TORS
EXECUTIVE COMMI T TEE
President Nancy Flatters
President-Elect Donzell Robinson
Immediate Past President Cheryl L. Jamison
Vice President Tricia Jones
Secretary Sunny Gutierrez
Treasurer Christy Cumberlander Walker
Diversity & Equity Director Lou Gieszl
Sections Director Lisa Renee Pomerantz
Executive Director Justin R. Corbett
ACResolution Magazine (ISSN 1537-6648)
is published quarterly by the Association for
Conflict Resolution, 1959 South Power Road,
Suite 103-279, Mesa, AZ 85206.
Copyright ©2015 by the
Association for Conflict Resolution.
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the purpose of encouraging discussion. Unless
expressly noted, they do not reflect the formal
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for Conflict Resolution or its editorial staff.
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This issue of ACResolution Magazine looks at dispute
resolution in the commercial world, highlighting both
the diversity of available approaches and the surprising
commonalities among them.
We begin with an article by Colin
Rule that looks at handling customer
service disputes in an online world.
Then Becky Bartness writes about
useful strategies for addressing emotion, trust, difficult people, and other
issues encountered in commercial
mediation—strategies that are not
unique to the commercial setting.
Lisa Pomerantz and Michele Riley
discuss how to make arbitration in
commercial cases fairer and more
cost-effective through collaborative
work with the parties. Next, Warren
Baker, Richard Lutringer and Mat-
thew Caras illustrate how mediation
can help a family business deal with
difficult but necessary transitions in
leadership, governance and owner-
ship. Jody Miller makes the case for
using transformative mediation in
litigated commercial cases. Finally,
John Wofford shares his experience
in applying to a family business
dispute tools he had developed in
a complex, multi-party, multi-year
public construction case.
As these articles show, resourceful neutrals can help parties achieve
practical, equitable, cost-effective,
and sustainable solutions to a wide
range of commercial conflicts.
Whether you practice as an arbitrator or a mediator, in commercial,
family, community, or other settings,
we think you will find these articles
interesting and useful.
Bill Stempel and Cindy Alm
Co-Editors, ACResolution Magazine
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