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The U.S. Air Force has joined a growing list of organizations that have taken thirdparty
resolution one step further through an alternative dispute resolution (ADR)
process (for employees only, also called internal dispute resolution or employee dispute
resolution). ADR includes third-party dispute resolution in an orderly sequence. ADR
typically begins with a meeting between the employee and employer to clarify and
negotiate their differences. If this fails, a mediator is brought in to help the parties
reach a mutually agreeable solution. If mediation fails, the parties submit their case to
an arbitrator, whose decision may be either binding or voluntarily accepted by the
employer. Although most ADR systems rely on professional arbitrators, some firms,
such as Eastman Kodak and some U.S. Air Force bases, prefer peer arbitration, which
includes a panel of co-workers and managers who are not involved in the dispute. 72
Whether resolving conflict through third-party dispute resolution or direct dialogue,
we need to recognize that many solutions come from the sources of conflict that were
identified earlier in this chapter. This may seem obvious, but in the heat of conflict,
people often focus on each other rather than the underlying causes. Recognizing conflict
sources is the role of effective leadership, which is discussed in the next chapter.
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