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Full Description
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.
Contents
Brief Contents
The Nature of Conflict
Part I: The Theory and Context for Managing Conflict in the Workplace
Preventing Conflict
Approaches to Conflict
Working Toward Collaboration
Part II: Interpersonal Communication Skills for Resolving Conflict
The Three Channels of Communication
Listening to Resolve Conflict and Build Lasting Relationships
The Communication Continua
Part III: Preparing to Resolve Conflicts
Are You Capable?
Opening the Doors to Conflict Resolution
Part IV: Application and Practice
The Building Blocks of Collaboration
Integrative Negotiation: Negotiating as Partners
Overcoming Barriers to Integrative Negotiation
Mediating Conflicts Between Parties
Decision-Making Choices for the Manager
Handling Conflicts Requiring Direct Confrontation
Special Situations: "Opportunistic" Employees, Workplace Violence, Terminations, and Bullying
Achieving Effectiveness as a Conflict Manager
