1. Conflict and crisis negotiation : the negotiated resolution model / Gregory M. Vecchi 2. Negotiation : principles and theoretical underpinnings / Neil Gredecki 3. Crisis situations : communications, goals and techniques / Samuel L. Browning. [et al.] 4. Application of mental illness and cognitive impairment to the critical incident : considerations and implications / Carol A. Ireland 5. Application of personality disorder to the critical incident : considerations and implications / Carol A. Ireland 6. Ethical considerations in a conflict and crisis situation / Martin J. Fisher 7. Expertise of the negotiator in conflict and crisis communication / Martin J. Fisher 8. When the management of the critical incident goes wrong : pitfalls and suggested approaches / Debbie Marsh 9. Post critical incident : considerations / Abigail S. Tucker and Joanna Capelin 10. Held against their will : behaviour, considerations and implications for the captive / Carol A. Ireland and Gretory M. Vecchi.