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The classic text on resolving workplace conflicts, fully revisedand updated
Resolving Conflicts at Work is a guide for preventing andresolving conflicts, miscommunications, and misunderstandings atwork, including dozens of techniques for revealing how theinevitable disputes and divisions in the workplace are actuallyopportunities for greater creativity, productivity, enhancedmorale, and personal growth. In the third edition of this text, allchapters are completely infused with additional content, updatedexamples, and new case studies. Like its predecessors, itidentifies core strategies for preventing and resolving bothintermittent and chronic conflicts in the workplace. Inaddition, the book
This definitive and comprehensive work provides a handy guidefor managers, employees, union representatives, human resourceexperts, and consultants seeking to maintain stable and productiveworkplaces.
Foreword: Conflict: An Opportunity for Leadership (Warren Bennis).
Introduction. Ten Strategies for Everyone on the Job.
Strategy One. Understand the Culture and Dynamics ofConflict.
Strategy Two. Listen Empathetically and Responsively.
Strategy Three. Search Beneath the Surface for HiddenMeaning.
Strategy Four. Acknowledge and Reframe Emotions.
Strategy Five. Separate What Matters from What Gets in theWay.
Strategy Six. Solve Problems Paradoxically and Creatively.
Strategy Seven. Learn from Difficult Behaviors.
Strategy Eight. Lead and Coach for Transformation.
Strategy Nine. Explore Resistance and NegotiateCollaboratively.
Strategy Ten. Mediate and Design Systems for Prevention.