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Managing Conflict and Workplace Relationships : Module 5,9780324152579

Managing Conflict and Workplace Relationships : Module 5

by
Edition:
1st
ISBN13:

9780324152579

ISBN10:
0324152574
Format:
Paperback
Pub. Date:
12/30/2003
Publisher(s):
Cengage Learning
List Price: $44.95
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Summary

Module 5: Managing Conflict and Workplace Relationships uses an approach that involves far more than dispute resolution or figuring outhow limited resources can be distributed equitably among people who think they all deserve more. This module shows us how to manage ourown emotions, as well as those of others. Creative conflict, along with harmony and synchronicity in the workplace are issues too manyof us have avoided because we simply didn't understand them or didn't know what to say. Managing Conflict and Workplace Relationshipshelps readers to understand conflict and clearly illustrates how to deal with it.

Table of Contents

Foreword vii
Introduction xii
The Nature of Conflict
1(26)
Communication And Conflict
2(1)
Defining Conflict
3(2)
Goals
5(4)
Content Goals
5(1)
Process Goals
5(1)
Relational Goals
6(1)
Identity Goals
6(1)
Value Goals
7(1)
Multiple Goals
8(1)
The Nature Of Conflict
9(3)
Behavioral Responses To Conflict In Organizations
12(2)
Employee Tactics For Dealing With Conflict
14(1)
Theoretical Approaches To Conflict
15(4)
Attribution Theory
15(1)
Field Theory
16(1)
Social Exchange Theory
17(1)
Equity Theory
17(1)
Psychodynamic Theory
18(1)
Transformational Theory
18(1)
Systems Theory
19(1)
Communication And Conflict
19(4)
Discussion Questions
23(4)
Analyzing Conflicts
27(35)
Levels Of Conflict
28(2)
Classes Of Conflict
30(1)
Factors Contributing To Conflict In The Workplace
31(14)
Physical Context: Structural Factors
32(4)
Psychological Context: Relationship Factors
36(4)
Individual Factors
40(5)
Messages And Feedback: When Communication Makes It Worse
45(1)
Level Of Conflict As A Factor In The System
46(6)
Intrapersonal Factors
46(1)
Interpersonal Factors
47(1)
Intergroup Factors
48(2)
Intragroup Factors
50(2)
Identifying Factors In Employee Conflicts
52(3)
Analyzing Your Own Conflicts
55(3)
Discussion Questions
58(4)
Working Through Conflict
62(27)
Three Alternatives
62(2)
Raising An Issue
64(1)
Collaborative Communication And Dialogue
65(1)
Protecting Relationships During Conflicts
65(1)
Using Dialogue To Achieve Communication Objectives
66(1)
The Collaborative Mindset
66(3)
Develop An Attitude Of Curiosity
66(1)
Separating People From Their Positions
67(1)
Focusing On Interests
68(1)
Effective Listening And Feedback
69(4)
Asking Questions
70(1)
Reflective Listening
70(1)
Dealing With Emotions
71(2)
Nonverbal Immediacy Cues
73(1)
Positive Language
73(2)
Reframing
73(1)
Relational Statements
74(1)
Specific Behavioral Statements
74(1)
Negotiation
75(4)
Competitive Approaches
76(1)
Collaborative Approaches
76(1)
``Dirty Tricks''
77(1)
Evaluating Solutions
78(1)
Mediation
79(3)
Managers As Mediators
80(1)
Professional Mediation
81(1)
Facilitation
82(2)
Other Methods Of Intervention
84(1)
Arbitration
84(1)
Adjudication
85(1)
Conclusion
85(1)
Discussion Questions
86(3)
Appendix A: Cases 89(20)
Appendix B: Select Bibliography 109(2)
Index 111


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