1. Conflict and disputes -- 2. Choosing approppriate processes for resolving disputes -- 3. Dispute resolution institutions -- 4. Disputes: which dispute goes where? -- 5. Conciliation and mediation: An introduction -- 6. Preparation for conciliation -- 7. CCMA conciliation -- 8. Private conciliation or meditation -- 9. Arbitration: An introduction -- 10. Preparation for arbitration -- 11. The typical arbitration hearing -- 12. The arbitration award -- 13. CCMA arbitration -- 14. Private arbitration -- 15. Dispute resolution by councils -- 16. Dispute resolution in key private sector councils -- 17. Dispute resolution in public sector councils -- 18. Practice and procedure: conciliation and arbitration -- 19. Evidence.