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Some organizations answer that question by emphasizing that managers and supervisors are to intervene directly in disputes within their areas of responsibility. W hile each approach has its advantages, I am impressed with the potential of a designated insider to round out an organization's dispute resolution initiatives. I am not suggesting that managers or colleagues should not play a role in resolving conflict within their lines of responsibility. Nor do I suggest that external agencies should not play a role in resolving disputes within organizations. However, there may be situations when intervention by someone who is outside a department or work group, but inside the organization, may be more effective.