conflict

Turning customer revenge into reconciliation

PULLMAN, Wash. – Canceled flights, lost luggage, a product confirmed to be “in stock” that turns out to be on back order after you’ve driven 20 minutes to get it – most everyone has at some time experienced anger and frustration over similar service failures. These feelings can, in turn, lead customers to take their […]

Lecturer at WSU to talk about terrorism

SPOKANE — Recruits and the al-Qaida Network is the lecture topic hosted by Washington State University’s Institute for the Study of Intercommunal Conflict (ISIC). Elena Mastors, a terrorism specialist from the U.S. Naval War College will speak about conflict and terrorism and the important role of individuals in extremist groups. The lecture is slated for […]

Solving employee differences for 10 years

This year marks the 10th anniversary of WSU’s Conflict Resolution Program (CRP), a groundbreaking service in Washington higher education and still one of only two in the state. In 1994, university administrators met with two local ministers who expressed concern for the well being of university personnel. A task force subsequently created by Sam Smith, […]