Table of Contents
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 Conflict 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
