Center for Conflict Management


Center for Conflict Management — Master of Science in Conflict Management Joint Training Series

Conflict Management for Health Care

Kennesaw State University
KSU Continuing Education Center
3333 Busbee Drive, Kennesaw, GA 30144
November 21, 2011
9:00 AM - 4:30 PM


Patients, medical staff, other providers, administration and board members all experience and suffer from the consequences of conflict present in the environment of care.  Loss of efficiency and the diversion of effort and resources away from patient care are the most obvious of costs.  Morale, turnover, patient safety and frequency of litigation are all impacted by the approach that leadership and staff take to resolving conflict that arises in the healthcare environment.  An effective program for managing and resolving all types of disputes can lead to a better outcome for patients and providers alike. 

This program covers what healthcare attorneys and providers need to know about the collaborative approach to solving problems and preventing and resolving conflict.  Whether medical staff issues, employment issues, board and administration disagreement or patient questions about the outcome of care, all should share a common language and have an alternative to an adversarial approach available to them.  It includes an explanation of the various causes, costs and cures for conflict in healthcare, and explores the application of a resolution process across the healthcare enterprise.  The adoption of a formal collaborative system for dispute resolution can help a provider address many issues that impact the delivery and cost of care.


Carol B. Berz, LCSW, JD, Ph.D.

Carol Berz is the CEO of Private Dispute Resolution Services, LLC, a mediation services and training organization headquartered in Chattanooga, Tennessee, and serves as a Chattanooga City Councilwoman representing District 6.   A civil and family mediator, Dr. Berz is a Tennessee Supreme Court Rule 31 Listed Neutral and Trainer in General Civil and Family Mediation and the special circumstance of Domestic Violence. In addition, Dr. Berz serves as a mediator for the United States Postal Service REDRESS program and does extensive teaching in the areas of mediation, mediation advocacy, mediation ethics and employment and labor/management matters relative to the costs of corporate conflict.
Formerly the Director of Forensic Services for Joseph W. Johnson Mental Health Center, and subsequently its Executive Director, Dr. Berz also has served as a visiting professor at the University of Tennessee, Chattanooga, teaching social policy, law and ethics. She is a Board Certified Diplomat in Clinical Social Work, with extensive post-doctoral training in mediation, law and conflict management system design.   Dr. Berz is past president of the Mediation Association of Tennessee and spent eleven years as a commissioner with the Chattanooga Human Rights/Human Relations Commission. 

Dr. Berz is a member of the Association for Conflict Resolution, the National Association of Social Workers, and the American Bar Association-ADR Section.  Dr. Berz completed undergraduate work at Emory University and the University of Tennessee, Chattanooga.  She has a master’s degree in social policy from the University of Tennessee, Knoxville; a law degree from the Nashville School of Law; and a doctorate in social policy from the University of Tennessee in cooperation with Bryn Mawr College, Philadelphia, Pennsylvania.

Dale C. Hetzler, MSCM, JD

Dale Hetzler is SVP and CLO at Erlanger Health System, a Level One Trauma Center and academic medical center affiliated with the University of Tennessee College of Medicine in Chattanooga, TN.   Prior to Erlanger, Mr. Hetzler served eight years as general counsel to Children’s Healthcare of Atlanta.  Previously, he was vice president for law, government and public affairs for Solvay Pharmaceuticals, Marietta, GA.  His first in-house position was as director, legal services and corporate counsel for Boots Pharmaceuticals, Inc. in Lincolnshire, Illinois.  He began his legal career in private practice in Fort Worth, Texas.
Mr. Hetzler served as adjunct professor at Emory School of Law from 2004 – 2008 and at the Kennesaw State University graduate school in 2007.  He has affiliations with numerous legal, healthcare and conflict management organizations.  He is past chair of the Georgia State Bar Dispute Resolution Section, co-chair of the Tennessee Hospital Association Alliance of Tennessee Hospital Attorneys in-house committee, and serves on the Georgia Supreme Court Commission on Dispute Resolution. 

A graduate of Texas Christian University, Fort Worth, TX, Mr. Hetzler earned his JD from Baylor University School of Law, Waco, Texas, and his Master of Science in Conflict Management from Kennesaw State University, Kennesaw, Georgia.  He has been licensed as an attorney in TX, MO, IL, GA and TN, is a registered neutral in Georgia and a Rule 31 trained neutral in Tennessee.



  • State Bar of Georgia-  6 general CLE hours
  • State Bar of Tennessee - 6 general CLE hours
  • Georgia Office of Dispute Resolution – 6 CEU hours
  • Tennessee Supreme Court Rule 31 neutrals – 6 CEU hours

The registration deadline is October 24, 2011.

The registration fee is $200.

If you have special needs, please contact us by October 28, 2011.

To cancel your registration, contact Stella Williamson by email at