Mediation for Managers: Resolving Conflict and Rebuilding Relationships at Work

In recent years mediation has become an increasingly popular approach and powerful technique and has been used successfully in such areas as commercial disputes and customer complaints-handling.

Here, for the first time, is an accessible and practical book on mediation at work and in the workplace itself. Packed with real-life examples and cases, it focuses on mediation's positive way of looking at conflict, how it injects a new dimension into people's "conflict zone", and outlines the qual...