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For you eLeadership members (See Join Our Email List) here is the 'expanded article' titled A Higher Road? about working with conflict in the Comm Center.  See below download of the attached article.  Sue has been a certified WA state Mediator for 15 years, sat on the Board of Directors of the Washington Mediation Association, taught at the UofWashington Mediators Conference and enjoys voluntering at the Pierce County Dispute Resolution Center and participated as a Board Member for three years. Enjoy this reading...feedback is appreciated!