Dealing with an angry public : the mutual gains approach to resolving disputes / Lawrence Susskind, Patrick Field.

Includes bibliographical references (p. 258-268) and index.

Ch. I. Introduction -- Ch. II. Why Is the Public Angry? -- Ch. III. The Mutual-Gains Approach. The Mutual-Gains Approach: Six Principles. The Old Plastics Factory -- Ch. IV. Accidents Will Happen. Three Mile Island: To Tell or Not to Tell. Telling the Truth: The Mutual-Gains Approach. The Exxon Valdez: When Paying Out Doesn't Pay Off. Doing It Differently: The Mutual-Gains Approach -- Ch. V. Risky Business. The Breast Implant Controversy. Knowing Your Product and Presenting It Truthfully: The Mutual-Gains Approach -- Ch. VI. When Values Collide. Hydro-Quebec and the Cree: Clashing Cultures. Talking With, Not At, the Other: The Mutual-Gains Approach. Animal Rights. Listening Whether You Agree or Not: The Mutual-Gains Approach -- Ch. VII. The Media. The Mutual-Gains Approach to Dealing with the Media -- Ch. VIII. Principled Leadership.