Conflict Resolution at Work For Dummies

ISBN-13: 9780470536438 / Angielski / Miękka / 2010 / 368 str.

Vivian Scott

Opis

A practical workplace guide to handling conflict effectively Managing employees and encouraging them to work together toward a common goal is an essential skill that all leaders should possess. Conflict Resolution at Work For Dummies provides the tools and advice you need to restore peace, train your colleagues to get along better with others, prevent conflicts from ever starting, and maintain better productivity while boosting morale.

• One of the only trade publications that takes the manager's perspective on how to address conflicts, resolve disputes, and restore peace and productivity to the workplace
• Examines more positive means for resolving conflicts (other than arguing, surrendering, running away, filing a lawsuit, etc.)
• Helps managers and employees sort through problems and make the workplace a more rewarding place

No manager should be without Conflict Resolution at Work For Dummies

Spis treści

Introduction 1

Part I: Understanding Conflict in the Workplace 7

Chapter 1: An Overview of Conflict Resolution at Work 9

Chapter 2: Understanding What People Bring to Conflict 21

Chapter 3: Determining How Groups Contribute to Conflict 41

Chapter 4: Practicing Self–Awareness: Understanding How Managers Foster Conflict 59

Chapter 5: Knowing When to Address Conflict 77

Part II: Resolving a Conflict between Two or More of Your Employees 91

Chapter 6: Developing a Plan and Preparing for a Meeting 93

Chapter 7: Starting a Mediation Meeting and Creating a Working Agenda 105

Chapter 8: Negotiating Possible Solutions to a Conflict 123

Chapter 9: Offering Proposals and Crafting Agreements 143

Chapter 10: Adapting a Confl ict Meeting for the Entire Team 161

Chapter 11: Monitoring Agreements and Progress 179

Part III: Using Additional Resources to Resolve the Conflict 195

Chapter 12: Keeping a Team Focused During a Conflict 197

Chapter 13: Determining How Your Company Can Help 209

Chapter 14: Getting Outside Experts to Facilitate Resolutions 223

Part IV: Smoothly Handling Conflict When You re One of the People Involved 239

Chapter 15: Identifying What Both Sides Want 241

Chapter 16: Asking for a Meeting to Talk about the Conflict 255

Chapter 17: Sitting Down to Talk Through the Issues 267

Chapter 18: Tailoring Your Approach to the Organizational Chart 287

Part V: The Part of Tens 303

Chapter 19: Ten Things You Can Control When You re in an Unresolved Conflict 305

Chapter 20: Ten Reasons Managers Give for Not Addressing Conflict 311

Chapter 21: Ten Pearls of Wisdom from Professional Mediators 315

Index 319

O autorze

Vivian Scott is a Certified Mediator in private practice and a retired Microsoft marketing manager. She is a member of the Washington Mediation Association and volunteers as a mediator at the Dispute Resolution Center of Snohomish & Island Counties.

Blurb

The easy way to maintain healthy and productive working relationships

Need to restore peace among the masses? Whether you work for a fledgling startup or a Fortune 500 company, Conflict Resolution at Work For Dummies gives you everything you need to repair conflict in the workplace using a proven mediation method and philosophy that′s easy to understand and ready for you to apply right away.

• Tap into conflict resolution expertise get an overview of conflict resolution at work and gain expert insight into how you can manage it like a pro

• Rediscover communication find out how body language, tone of voice, emotions, and filters impact the ability to communicate

• Practice good self–awareness understand how ignoring a problem, misinterpreting employees′ needs, and creating muddy expectations contribute to conflict

• Know how to address conflict learn how to choose the optimal time and place to discuss problems and address employees

• Resolve a conflict between two or more employees get easy–to–follow guidance on how to prepare for a mediated conversation, brainstorm options, negotiate solutions, develop proposals, and monitor progress

• Help yourself during conflict learn strategies to move through your own conflicts, avoid common conflict causes, and create win/win solutions

Open the book and find:

• The right way to manage conflict within a team

• Advice on when to tackle issues and when to hold back

• Practical guidance on developing solutions and agreements

• Ways to address just about any issue you′ll face

• Tips on keeping your team focused and productive during conflicts

• When to use internal resources like Human Resources and when to turn to outside experts