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The Conflict Survival Kit Tools for Resolving Conflict at Work,9780131183032

The Conflict Survival Kit Tools for Resolving Conflict at Work

by ;
Edition:
1st
ISBN13:

9780131183032

ISBN10:
0131183036
Format:
Paperback
Pub. Date:
3/10/2006
Publisher(s):
Prentice Hall
List Price: $45.40

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This is the 1st edition with a publication date of 3/10/2006.
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  • Conflict Survival Kit : Tools for Resolving Conflict at Work
    Conflict Survival Kit : Tools for Resolving Conflict at Work




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


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