Resolving Conflicts at Work : Ten Strategies for Everyone on the Job

by Cloke, Kenneth; Goldsmith, Joan

• ISBN13: 9780470922248
• ISBN10: 0470922249
• Edition: 3rd
• Format: Paperback
• Copyright: 2011-05-24
• Publisher: Jossey-Bass

Summary

The classic text on resolving workplace conflicts, fully revised and updated Resolving Conflicts at Work is a guide for preventing and resolving conflicts, miscommunications, and misunderstandings at work, including dozens of techniques for revealing how the inevitable disputes and divisions in the workplace are actually opportunities for greater creativity, productivity, enhanced morale, and personal growth. In the third edition of this text, all chapters are completely infused with additional content, updated examples, and new case studies. Like its predecessors, it identifies core strategies for preventing and resolving both intermittent and chronic conflicts in the workplace. In addition, the book Includes a new foreword by Warren Bennis, which represents his most recent thinking about judgment calls and candid communications in the workplace Presents new chapters on leadership and transformational conflict coaching, and organizational systems design Features downloadable teaching materials available for faculty using the book This definitive and comprehensive work provides a handy guide for managers, employees, union representatives, human resource experts, and consultants seeking to maintain stable and productive workplaces.

Author Biography

Kenneth Cloke, J.D., L.L.M. Ph.D., is director of the Center for Dispute Resolution and founding president of Mediators Beyond Borders. He is a mediator, arbitrator, consultant, and trainer to individuals, large organizations, and corporations. Cloke is the author of Mediating Dangerously. Joan Goldsmith, Doctor of Humane Letters, is an internationally recognized lead educator, organizational consultant, mediator, and trainer. Kenneth Cloke and Joan Goldsmith are the author of Resolving Personal and Organizational Conflicts, The Art of Waking People Up, and The End of Management.

Table of Contents

Foreword: Conflict: An Opportunity for Leadership	p. vii
Acknowledgments	p. xiii
Introduction: Ten Strategies for Everyone on the Job	p. xv
Understand the Culture and Dynamics of Conflict	p. 1
Listen Empathetically and Responsively	p. 29
Search Beneath the Surface for Hidden Meanings	p. 63
Acknowledge and Reframe Emotions	p. 93
Separate What Matters from What Gets in the Way	p. 131
Solve Problems Paradoxically and Creatively	p. 169
Learn from Difficult Behaviors	p. 203
Lead and Coach for Transformation	p. 241
Explore Resistance and Negotiate Collaboratively	p. 273
Mediate and Design Systems for Prevention	p. 301
The Authors	p. 333
Index	p. 335
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