Conflict Survival Kit Tools for Resolving Conflict at Work

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  • Edition: 2nd
  • Format: Paperback
  • Copyright: 2012-01-06
  • Publisher: Pearson

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Taking a front-line view, The Conflict Survival Kit: Tools for Resolving Conflict at Workfocuses on topics supervisors, team leads and managers need to know to address conflict in organizations. Each chapter succinctly explains conflict theories, frameworks and models, while focusing on important interpersonal and management skills. This classroom text and on-the-job guide presents strategies that can be used immediately in the workplace and provides hands-on practice throughout. Fully updated in this edition, it includes a new section on cultural communication differences, more on mediation, strategies for staying calm during confrontation and a section on managing bullying in the workplace.

Table of Contents

1.      The Nature of Conflict


Part I: The Theory and Context for Managing Conflict in the Workplace


2.      Preventing Conflict

3.      Approaches to Conflict

4.      Working Toward Collaboration


Part II: Interpersonal Communication Skills for Resolving Conflict


5.      The Three Channels of Communication

6.      Listening to Resolve Conflict and Build Lasting Relationships

7.      The Communication Continua


Part III: Preparing to Resolve Conflicts


8.      Are You Capable?

9.      Opening the Doors to Conflict Resolution


Part IV: Application and Practice


10.  The Building Blocks of Collaboration

11.  Integrative Negotiation: Negotiating as Partners

12.  Overcoming Barriers to Integrative Negotiation

13.  Mediating Conflicts Between Parties

14.  Decision-Making Choices for the Manager

15.  Handling Conflicts Requiring Direct Confrontation

16.  Special Situations: "Opportunistic" Employees, Workplace Violence, Terminations, and Bullying

17.  Achieving Effectiveness as a Conflict Manager

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