"I became acquainted with Ms. Medea's work on organizational and interpersonal conflict over 15 years ago. However, taking on responsibility for management of $7 million in business and over 100 staff put the need for effective strategies and meaningful solutions into a whole new light for me.

     "I have put these strategies to work, in whole and in parts, in a number of business situations. A lot has been at stake -- key program performance, keeping external stakeholders happy, avoiding employment-related liabilities -- and each time, the results have been dramatic. I find that, in most business situations with serious conflict, the usual approaches can bring some short-term resolution and improve things for awhile. However, fundamental lasting change requires transformation -- of partnerships, of managers, of relationships. That is where Ms. Medea's work comes in.  

     "For example, I have responsibility for a small satellite office 200 miles away. The manager is also offsite at a third location. The staff at the satellite office had developed entrenched and somewhat dysfunctional patterns. Recently, the situation escalated into an all-out conflict, where allegations were being made in every direction. After my own review, it became apparent that everyone involved needed to change. However, no progress would be made unless the manager could transform the way she approached everyone and everything in the satellite office.

    "Using the principle 'pulling people out of quicksand', we got started. I asked the manager to read the first few chapters of Conflict Unraveled and on her own, she began to see some new possibilities in the situation. This moved forward in fits and starts, and required insistence on my part that she not allow old ways of behaving to continue.

     "With coaching, the new manager found herself in a quickly improving situation: she was able to 'hold the line' in new ways (firm but fair); two staff whose disruptive behavior was no longer getting the desired responses left, and fundamental problems with the management of the satellite office were addressed. The office has made steady progress toward increasing functionality. Productivity is improving and customer complaints are down significantly.

     "I recommend Conflict Unraveled to anyone who is serious about making lasting changes in their organizational relationships."
      -- Maureen McDonnell