Conflict Management for Managers : Resolving Workplace, Client, and Policy Disputes

by Raines, Susan S.

• ISBN13: 9780470931110
• ISBN10: 0470931116
• Edition: 1st
• Format: Paperback
• Copyright: 2013-01-09
• Publisher: Jossey-Bass

Summary

Conflict Management for Managers takes a theory-to-practice approach, focusing on commons types of conflicts managers face. Because of the hands-on nature of conflict management skills, it provides opportunities for interaction and skill practice. The text is divided into four sections. The first section is an overview of the ways in which conflict management techniques and concepts can and should be applied to improve management and performance. Next, the book deals specifically with internal business disputes. The third section of the book focuses on the management of external disputes with customers and within the supply-chain. The last part of the book addresses disputes between regulators and the regulated.

Table of Contents

Figures and Tables

Acknowledgments

Introduction

Part One Conflict Management Knowledge and Skills

One Manager Know Thyself

Two Theory to Practice: The Root Causes and Cures of Conflict

Three The Power of Negotiation: Essential Concepts and Skills

Four The Alternative Dispute Resolution Process Continuum

Part Two Preventing and Resolving Internal Conflict

Five Causes and Cures for Employee Turnover

Six Building Successful Teams and Organizations

Seven Conflict Management in Unionized Environments

Eight Designing Disputing Systems for Organizations

Part Three  Preventing and Resolving External Conflicts

Nine Prevention and Resolution of Conflicts with Clients, Customers, and Vendors

Ten Case Studies of Organizational Success Through Exemplary Customer Conflict Management

Part Four Collaboration and Conflict Management Between Regulators and the Regulated

Eleven Public Policy Decision Making and Collaboration

Twelve Designing and Facilitating Effective Large-Group Processes

Conclusion

Glossary

References

About the Author

Index