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Full Description
Written for non-experts in jargon-free language, this work shows how to create systems within organizations that preempt the monetary, strategic, and emotional costs associated with on-the-job conflict. Its clear and simple approach translates advanced concepts into practical how-tos and provides readers with four guiding principles they can follow to create conflict control systems of their own. Amply illustrated with real-world examples, it details the policies, procedures, and practices that make for successful control systems and tells precisely how to implement them.
Contents
Introduction.
The Hidden Culprit of High Costs: Weak Systems.
First Principle: Acknowledge Four Ways to Resolve Conflict.
Defining Four Options.
Weighing Costs and Risks of Each Method.
Choosing an Approach to Conflict Management.
The Preferred Path for Cost Control.
Second Principle: Create Options for Prevention and EarlyIntervention.
A Template for All Organizations.
Applying the Template: Real Stories.
Third Principle: Build Collaborative Strength Through SevenCheckpoints.
Seven Checkpoints.
Clarify Policy.
Define Roles and Responsibilities.
Revise Documents.
Establish Selection Criteria.
Provide Education and Training.
Strengthen Support Systems.
Evaluate the System.
Fourth Principle: Use the Mediation Model to Build Cosensus AmongDecision Makers and Users.
Assumptions About Change.
Phase One: Draft a Blueprint.
Phase Two: Implement the Plan.
Phase Three: Review the System Annually.
Conclusion.
Conclusion: A Vision for Your Organization.
Resource A: Glossary.
Resource B: Ombudsman Code of Ethics and Standard Practices.
Resource C: Skills Courses.
