What is included with this book?
Acknowledgments | p. vii |
Introduction | p. 1 |
The Joy of Conflict | p. 3 |
Conflict Defined | p. 4 |
Conflict in the Workplace | p. 6 |
Drawing from My Own Experience | p. 9 |
How We Think About Conflict | p. 10 |
Overview of the Book | p. 17 |
What Gets in Our Way? | p. 20 |
Fear as a Stumbling Block | p. 21 |
Blame as a Stumbling Block | p. 24 |
Assumptions as Stumbling Blocks | p. 27 |
Habits as Stumbling Blocks | p. 34 |
Understanding the Dynamics of Conflict | p. 37 |
What We Need: The Satisfaction Triangle | p. 39 |
Substance Satisfaction | p. 41 |
Process Satisfaction | p. 42 |
Emotional Satisfaction | p. 46 |
Where We are: Levels of Conflict | p. 48 |
The Five Levels of Conflict | p. 49 |
Strategies for Each Conflict Level | p. 55 |
How We Respond: Approaches to Conflict | p. 59 |
Avoiding | p. 62 |
Accommodating | p. 65 |
Directing | p. 71 |
Compromising | p. 74 |
Collaborating | p. 76 |
Who We Are: Cultural Considerations | p. 81 |
Culture Defined | p. 83 |
Five Dimensions of Cultural Difference | p. 87 |
Power and Culture | p. 97 |
What We Are Arguing about Matters: Sources of Conflict | p. 99 |
Information | p. 100 |
Interests | p. 101 |
Structural Conflicts | p. 103 |
Values | p. 106 |
Relationships | p. 110 |
Keys to Resolving Conflict | p. 121 |
Building Trust | p. 123 |
Components of Trust | p. 124 |
How to Wreck Trust | p. 127 |
How to Build Trust | p. 128 |
How to Rebuild Trust | p. 134 |
Apology and Forgiveness | p. 137 |
Apology Offered | p. 138 |
Forgiveness Granted | p. 143 |
Rethinking Anger | p. 151 |
The Physiology of Emotions | p. 153 |
How to Manage Your Own Anger | p. 162 |
How to Respond to Someone Else's Anger | p. 166 |
Anger and Violence in the Workplace | p. 169 |
A Sense of Humor | p. 172 |
Keeping Things in Perspective | p. 172 |
As Simple as a Smile | p. 176 |
Cautions on the Use of Humor | p. 179 |
Time | p. 181 |
Patience Is a Virtue | p. 181 |
Time to Process Feedback | p. 186 |
Time as a Face-Saving Tool | p. 188 |
Time to Check It Out | p. 189 |
The Right Time | p. 190 |
Putting It All Together | p. 193 |
Reaching Agreement: A Solution-Seeking Model | p. 195 |
A Four-Step Process | p. 196 |
Prepare | p. 198 |
Discover | p. 207 |
Consider | p. 210 |
Commit | p. 213 |
Listening is the Place to Start | p. 215 |
What Keeps Us from Listening? | p. 216 |
The Three C's: Calm. Courage. Curiosity. | p. 218 |
What Are You Listening For? | p. 221 |
The Listener's Tools | p. 222 |
Saying What Needs to be Said | p. 234 |
Know Yourself First | p. 234 |
Frame the Situation Accurately | p. 236 |
Speak to Be Heard | p. 239 |
More Powerful Persuasion | p. 243 |
What to Avoid When You Are Talking | p. 245 |
The Challenge of Electronic Text Communication | p. 249 |
The Good, the Bad, and the Ugly | p. 250 |
When Not to Use Electronic Communication | p. 254 |
How to Write an E-Mail | p. 255 |
A Word About Social Networking (Facebook and Twitter) | p. 256 |
Bibliography | p. 257 |
Index | p. 261 |
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