Dr. Raines’ chapter on Intercultural Communication really changed my perspective on managing conflict in a highly diverse workplace. The chaptertaught me to look at decisions being made in the organization more objectively. Once you understand how certain countries discuss and perceive information, you can truly see their perspective more clearly and become more productive.

Ashley Harris, Culture Change Agent, Volkswagen

There is always that small chance when writing a follow up to a wildly successful book that it won’t live up to the reception the first edition received. In this case, Raines took a well calculated risk and managed to far exceed the highest of expectations. This second edition stands on its own as a major contribution to the field. Raines continues to provide one of the clearest and practical presentations of conflict management methods, models, tools, frameworks and practical intervention advice. All three sections have been reworked to include new timely material as well as more information on areas of practical applications that will resonate with managers, practitioners, professors and trainers.

Brian Polkinghorn, Distinguished Professor, Bosserman Center for Conflict Resolution, Department of Conflict Analysis and Dispute Resolution, Salisbury University