Description
The classic text on resolving workplace conflicts, fully revised and updated
Resolving Conflicts at Work is a guide for preventing and resolving conflicts, miscommunications, and misunderstandings at work, including dozens of techniques for revealing how the inevitable disputes and divisions in the workplace are actually opportunities for greater creativity, productivity, enhanced morale, and personal growth. In the third edition of this text, all chapters are completely infused with additional content, updated examples, and new case studies. Like its predecessors, it identifies core strategies for preventing and resolving both intermittent and chronic conflicts in the workplace. In addition, the book
- Includes a new foreword by Warren Bennis, which represents his most recent thinking about judgment calls and candid communications in the workplace
- Presents new chapters on leadership and transformational conflict coaching, and organizational systems design
This definitive and comprehensive work provides a handy guide for managers, employees, union representatives, human resource experts, and consultants seeking to maintain stable and productive workplaces.
Table of Contents
Foreword Conflict: An Opportunity for Leadership By Warren Bennis vii
Acknowledgments xiii
Introduction Ten Strategies for Everyone on the Job xv
Strategy 1 Understand the Culture and Dynamics of Conflict 1
Strategy 2 Listen Empathetically and Responsively 29
Strategy 3 Search Beneath the Surface for Hidden Meanings 63
Strategy 4 Acknowledge and Reframe Emotions 93
Strategy 5 Separate What Matters from What Gets in the Way 131
Strategy 6 Solve Problems Paradoxically and Creatively 169
Strategy 7 Learn from Difficult Behaviors 203
Strategy 8 Lead and Coach for Transformation 241
Strategy 9 Explore Resistance and Negotiate Collaboratively 273
Strategy 10 Mediate and Design Systems for Prevention 301
The Authors 333
Index 335
