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9780566080739

How to Resolve Conflict in the Workplace

by
  • ISBN13:

    9780566080739

  • ISBN10:

    0566080737

  • Format: Hardcover
  • Copyright: 2000-07-01
  • Publisher: Gower Pub Co
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List Price: $49.95

Author Biography

Hoda Lacey is a training consultant and stress management practitioner. She manages Conflict Resolution (UK)

Table of Contents

List of figures and tables
vii
Preface ix
Acknowledgements xv
Abbreviations xvii
PART I THE NATURE OF CONFLICT 1(34)
Learning and unlearning
3(8)
The anatomy of a conflict
11(12)
Conflict in the workplace
23(12)
PART II THE SKILLS OF CONFLICT RESOLUTION 35(116)
Developing a win/win approach
37(16)
Learning to respond
53(12)
Creating empathy
65(18)
Using assertiveness
83(18)
Handling power constructively
101(16)
Dealing with emotions
117(18)
Overcoming reluctance
135(16)
PART III THE TOOLS OF CONFLICT RESOLUTION 151(30)
Mapping
153(16)
Mediation
169(12)
Appendix I: References and bibliography 181(4)
Appendix II: Sources and resources 185(4)
Index 189

Supplemental Materials

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