The Conflict Survival Kit Tools for Resolving Conflict at Work

by Goodwin, Cliff B.; Griffith, Daniel B.

• ISBN13: 9780131183032
• ISBN10: 0131183036
• Edition: 1st
• Format: Paperback
• Copyright: 2006-03-10
• Publisher: Prentice Hall

Summary

Provides a firm grounding in basic interpersonal communication and management skills-such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making-and contains unique chapters on practice and application.Tools for the Conflict Survival Kitprovide strategies that can be used immediately in workplace situations. Case studies and role plays give readers practice communicating, negotiating, and problem-solving and an opportunity to refine and develop this important craft.Gives readers a thorough grounding in basic interpersonal communication and management skills such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making. Addresses specific conflict resolution situations, including negotiation, mediation, group decision making, assertive confrontation etc. Includes resolution frameworks and models for these situations using a step-by-step process. Introduces readers to important techniques such as interest-based collaborative approaches, empathetic communication and listening, the supportive confrontation model, participative management practices and alternative dispute resolution. Provide a collection of specific skills, advice, activities, challenges and techniques which readers can apply immediately to workplace situations. Designed for those who need instant skill building and practical methods for handling organizational and personal conflicts.

Table of Contents

Preface	xiii
About the Authors	xv
Role Profiles for Cases	xvii
Introduction	1	(1)
The Nature of Conflict	2	(11)
Performance Competencies	2	(7)
How Does Conflict Affect Us?	3	(2)
Is Conflict Bad?	5	(1)
A Deeper Look at Conflict	6	(1)
Two Approaches to Addressing Conflict	7	(1)
The Good News about Managing Conflict	8	(1)
Performance Checklist	9	(1)
Multiple Choice	9	(1)
Discussion Questions	10	(1)
Case: Confrontation vs. Cooperation	11	(1)
To Learn More	11	(1)
Notes	12	(1)
PART I: The Theory and Context for Managing Conflict in the Workplace	13	(48)
Preventing Conflict	14	(15)
Performance Competencies	14	(10)
Creating and Maintaining an Environment of Minimal Conflict	14	(4)
Paying Attention to Evolving Conflicts	18	(1)
Look for Triggers . . .	18	(2)
Tools to Add to Your Conflict Survival Kit	20	(1)
. . . Then, Respond Appropriately	20	(3)
Tools to Add to Your Conflict Survival Kit	23	(1)
Performance Checklist	24	(1)
Multiple Choice	24	(1)
Discussion Questions	25	(1)
Case: Triggers	26	(1)
To Learn More	27	(1)
Notes	28	(1)
Approaches to Conflict	29	(12)
Performance Competencies	29	(9)
Power-Based Approaches	30	(1)
Rights-Based Approaches	31	(1)
Interest-Based Approaches	32	(1)
The Approach Parties Use Will Fluctuate	33	(1)
Distributive vs. Integrative Approaches to Addressing Conflict	33	(4)
Choosing the Approach That Works	37	(1)
Tools to Add to Your Conflict Survival Kit	37	(1)
Performance Checklist	38	(1)
Multiple Choice	38	(1)
Discussion Questions	39	(1)
Case: Power, Rights, and Interests	39	(1)
To Learn More	40	(1)
Working Toward Collaboration	41	(20)
Performance Competencies	41	(14)
The Thomas-Kilmann Model in Practice	42	(1)
Avoiding	43	(2)
Accommodating	45	(2)
Competing	47	(2)
Compromising	49	(1)
Collaborating	50	(4)
Tools to Add to Your Conflict Survival Kit	54	(1)
When You Are a Mediator	54	(1)
When You Are Negotiating a Conflict for Yourself	55	(1)
Performance Checklist	55	(1)
Multiple Choice	56	(1)
Discussion Questions	57	(1)
Case: Choosing Your Approach to Resolving Conflict	57	(1)
To Learn More	58	(3)
PART II: Interpersonal Communication Skills for Resolving Conflict	61	(52)
The Three Channels of Communication	62	(17)
Performance Competencies	62	(13)
Channel I: The Nonverbal/Behavioral	63	(5)
Tools to Add to Your Conflict Survival Kit	68	(1)
When You Are a Mediator	68	(1)
When You Are Negotiating a Conflict for Yourself	68	(1)
Channel II: The Verbal	68	(4)
Tools to Add to Your Conflict Survival Kit	72	(1)
When You Are a Mediator	72	(1)
When You Are Negotiating a Conflict for Yourself	72	(1)
Channel III: The Para-Verbal	72	(2)
Tuning in on the Three Channels of Communication When Resolving Conflict	74	(1)
Tools to Add to Your Conflict Survival Kit	74	(1)
When You Are a Mediator	74	(1)
When You Are Negotiating a Conflict for Yourself	74	(1)
Performance Checklist	75	(1)
Multiple Choice	75	(1)
Discussion Questions	76	(1)
Case: ``Reading'' Others	76	(1)
To Learn More	77	(1)
Notes	78	(1)
Listening to Resolve Conflict and Build Lasting Relationships	79	(20)
Performance Competencies	79	(16)
Four Levels of Communication	80	(1)
Level I Communication: Not Hearing and Not Listening	81	(3)
Level II Communication: Hearing Content	84	(5)
Tools to Add to Your Conflict Survival Kit	89	(1)
When You Are a Mediator	89	(1)
When You Are Negotiating a Conflict for Yourself	89	(1)
Level III Communication: Hearing Feelings	89	(4)
Tools to Add to Your Conflict Survival Kit	93	(1)
When You Are a Mediator	93	(1)
When You Are Negotiating a Conflict for Yourself	94	(1)
Level IV Communication: Therapy	95	(1)
Performance Checklist	95	(1)
Multiple Choice	96	(1)
Discussion Questions	97	(1)
Case: Listening at Different Levels	97	(1)
To Learn More	98	(1)
Note	98	(1)
The Communication Continua	99	(14)
Performance Competencies	99	(9)
Responding Interpersonally	99	(1)
The First Continuum: Solution Giving→Problem Inquiry	100	(2)
Tool to Add to Your Conflict Survival Kit	102	(1)
The Second Continuum: Superiority→Equality	102	(1)
The Third Continuum: Ignore Feelings→Empathy (Acknowledge Feelings)	103	(1)
The Fourth Continuum: Absolute→Conditional	104	(1)
The Fifth Continuum: Evaluative→Descriptive	105	(1)
Tips to Remember about the Five Continua of Responses	106	(1)
Tool to Add to Your Conflict Survival Kit: The Five Continua of Responses	107	(1)
When You Are a Mediator	107	(1)
When You Are Negotiating a Conflict for Yourself	107	(1)
Performance Checklist	108	(1)
Multiple Choice	109	(1)
Discussion Questions	109	(1)
Case: The Right Response	110	(1)
To Learn More	111	(1)
Note	111	(2)
PART III: Preparing to Resolve Conflicts	113	(36)
Are You Capable?	114	(19)
Performance Competencies	114	(16)
Assessing Your Capability	114	(3)
The Conflict Capability Questionnaire in Action	117	(4)
Improving Your Capability	121	(4)
Ego Maturity	125	(4)
Tools to Add to Your Conflict Survival Kit	129	(1)
When You Are a Mediator	129	(1)
When You Are Negotiating a Conflict for Yourself	129	(1)
Performance Checklist	130	(1)
Multiple Choice	130	(1)
Discussion Questions	131	(1)
Case: Assessing Conflict Capability	132	(1)
To Learn More	132	(1)
Notes	132	(1)
Opening the Doors to Conflict Resolution	133	(16)
Performance Competencies	133	(11)
Conflict Resolution through Supportive Confrontation	133	(11)
Tools to Add to Your Conflict Survival Kit	144	(1)
Performance Checklist	144	(1)
Multiple Choice	145	(1)
Discussion Questions	146	(1)
Case: Engaging in Supportive Confrontation	146	(1)
To Learn More	147	(1)
Note	147	(2)
PART IV: Application and Practice	149	(154)
The Building Blocks of Collaboration	150	(18)
Performance Competencies	150	(13)
Analyzing the Situation Requiring Collaboration	151	(1)
Inviting the Other Party to Collaborate	152	(1)
Tools to Add to Your Conflict Survival Kit	153	(1)
Listening and Understanding	154	(2)
Tools to Add to Your Conflict Survival Kit	156	(1)
Defining the Problem	157	(2)
Brainstorming and Exploring Possible Solutions	159	(1)
Committing to a Solution	160	(2)
Implementing and Monitoring the Agreement	162	(1)
Fostering the Relationship	163	(1)
Performance Checklist	163	(1)
Multiple Choice	164	(1)
Discussion Questions	165	(1)
Case: Encouraging Collaboration	165	(2)
To Learn More	167	(1)
Integrative Negotiation: Negotiating as Partners	168	(27)
Performance Competencies	168	(22)
The Limits of Traditional Negotiations	169	(1)
The Promise of Integrative Negotiation	169	(1)
Tools to Add to Your Conflict Survival Kit	170	(1)
Alternatives	170	(2)
Interests	172	(4)
Options	176	(4)
Legitimacy	180	(3)
Communication and Relationship	183	(4)
Commitment	187	(3)
Performance Checklist	190	(1)
Multiple Choice	190	(1)
Discussion Questions	191	(1)
Case: Negotiations for Life	192	(1)
To Learn More	193	(1)
Notes	193	(2)
Overcoming Barriers to Integrative Negotiation	195	(23)
Performance Competencies	195	(17)
When the Parties Are at Impasse	196	(5)
When the Other Party Won't Play	201	(5)
When the Other Party Won't Play by the Same Rules	206	(6)
Performance Checklist	212	(1)
Multiple Choice	213	(1)
Discussion Questions	214	(1)
Case: Overcoming Barriers	214	(2)
To Learn More	216	(1)
Notes	216	(2)
Mediating Conflicts Between Parties	218	(22)
Performance Competencies	218	(18)
When/When Not to Mediate	219	(1)
Setting the Stage for Mediation	219	(2)
The Mediation Environment	221	(1)
Beginning the Mediation and Ground Rules	222	(3)
The Mediation Process	225	(8)
A Word about Caucusing	233	(1)
Tools to Add to Your Conflict Survival Kit	234	(2)
Performance Checklist	236	(1)
Multiple Choice	236	(1)
Discussion Questions	237	(1)
Case: Mediating a Dispute	237	(2)
To Learn More	239	(1)
Note	239	(1)
Decision-Making Choices for the Manager	240	(20)
Performance Competencies	240	(15)
The Role of Participative Management in Addressing Conflict	240	(1)
Joint Decision Making	241	(2)
Achieving Consensus	243	(7)
Consultative Decision Making	250	(1)
The Level of Participation and Input in Consultative Decisions Will Vary	251	(2)
Directive Decision Making	253	(2)
Performance Checklist	255	(1)
Multiple Choice	256	(1)
Discussion Questions	257	(1)
Case: Deciding What to Do	257	(2)
To Learn More	259	(1)
Notes	259	(1)
Handling Conflicts Requiring Direct Confrontation	260	(23)
Performance Competencies	260	(18)
Sending the Appropriate Message	260	(2)
The Basic Assertive Confrontation Model	262	(1)
Softening the Message Further	263	(3)
Putting It All Together	266	(1)
Addressing Performance and Conduct Issues	266	(3)
Standard Discipline Procedures	269	(2)
Conducting Investigations of Misconduct	271	(2)
The Assertive Confrontation Message and Performance Evaluation	273	(2)
Responding to Defensive and Angry Reactions	275	(2)
Tools to Add to Your Conflict Survival Kit	277	(1)
Performance Checklist	278	(1)
Multiple Choice	279	(1)
Discussion Questions	280	(1)
Case: Confronting an Employee with a Conduct Issue	280	(1)
To Learn More	281	(1)
Notes	282	(1)
Special Situations: ``Opportunistic'' Employees, Workplace Violence, and Terminations	283	(20)
Performance Competencies	283	(14)
Who or What Is an ``Opportunistic'' Employee?	284	(1)
How Do I Manage the Opportunistic Employee?	284	(3)
Responding to Aggressive and Potentially Violent Behaviors	287	(7)
Ending the Relationship	294	(3)
Tools to Add to Your Conflict Survival Kit	297	(1)
Performance Checklist	297	(1)
Multiple Choice	298	(1)
Discussion Questions	299	(1)
Case: Dealing with an Opportunistic Employee	299	(1)
To Learn More	300	(3)
CONCLUSION	303	(18)
Achieving Effectiveness as a Conflict Manager	304	(17)
Performance Competencies	304	(13)
Practice Doesn't Necessarily Make Perfect	305	(1)
Using the Experiential Learning Cycle for Guided Reflection	305	(4)
Behaviors, Traits, and Characteristics of an Effective Conflict Manager	309	(5)
Tools to Add to Your Conflict Survival Kit	314	(3)
Performance Checklist	317	(1)
Multiple Choice	317	(1)
Discussion Questions	318	(1)
Case: Reflecting on Experiences with Managing Conflict	318	(1)
To Learn More	319	(2)
Index	321