Learn how conflict is created, how to respond to it, and how to manage it more effectively so that your team can get back to doing what it does best: producing top results for your organization.
From mild disagreements to major personnel blowouts, conflict in the workplace is unavoidable. Conflict 101 employs research, humor, and relatable anecdotes to help readers more deeply understand:
what it takes to build trust,
harness negative emotions,
encourage apologies and forgiveness,
use a solution-seeking approach,
and say what needs to be said in the workplace to move past conflicts.
Whether it's a fight over resources, a disagreement about how to get things done, or an argument stemming from perceived differences in identities or values, the manager's role is to navigate relationships, build compromises, and encourage better collaboration.
In doing so, you'll not only become a stronger manager--you'll build a much stronger team.
Sprache
Verlagsort
Verlagsgruppe
Maße
Höhe: 229 mm
Breite: 152 mm
Dicke: 16 mm
Gewicht
ISBN-13
978-0-8144-1711-9 (9780814417119)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Klassifikation
Susan H. Shearouse (Vienna, Virginia) has served as Executive Director of the National Conference on Peacemaking and Conflict Resolution and on the Advisory Board of the Institute for Conflict Analysis and Resolution at George Mason University. Her clients have included Lockheed Martin, Philip Morris, the IRS, the US Environmental Protection Agency, the US Army Corps of Engineers, and many others.
Contents ACKNOWLEDGMENTS PART I INTRODUCTION CHAPTER 1 THE JOY OF CONFLICT Conflict Defined Conflict in the Workplace Drawing from My Own Experience How We Think About Conflict Overview of the Book CHAPTER 2 WHAT GETS IN OUR WAY? Fear as a Stumbling Block Blame as a Stumbling Block Assumptions as Stumbling Blocks Habits as Stumbling Blocks PART II UNDERSTANDING THE DYNAMICS OF CONFLICT CHAPTER 3 WHAT WE NEED: THE SATISFACTION TRIANGLE Substance Satisfaction Process Satisfaction Emotional Satisfation CHAPTER 4 WHERE WE ARE: LEVELS OF CONFLICT The Five Levels of Conflict Strategies for Each Conflict Level CHAPTER 5 HOW WE RESPOND: APPROACHES TO CONFLICT Avoiding Accommodating Directing Compromising Collaborating CHAPTER 6 WHO WE ARE: CULTURAL CONSIDERATIONS Culture Defined Five Dimensions of Cultural Difference Power and Culture CHAPTER 7 WHAT WE ARE ARGUING ABOUT MATTERS: SOURCES OF CONFLICT Information Interests Structural Conflicts Values Relationships PART III KEYS TO RESOLVING CONFLICT CHAPTER 8 BUILDING TRUST Components of Trust How to Wreck Trust How to Build Trust How to Rebuild Trust CHAPTER 9 APOLOGY AND FORGIVENESS Apology Offered Forgiveness Granted CHAPTER 10 RETHINKING ANGER The Physiology of Emotions How to Manage Your Own Anger How to Respond to Someone Else's Anger Anger and Violence in the Workplace CHAPTER 11 A SENSE OF HUMOR Keeping Things in Perspective As Simple as a Smile Cautions on the Use of Humor CHAPTER 12 TIME Patience Is a Virtue Time to Process Feedback Time as a Face-Saving Tool Time to Check It Out The Right Time PART IV PUTTING IT ALL TOGETHER CHAPTER 13 REACHING AGREEMENT: A SOLUTION-SEEKING MODEL A Four-Step Process Prepare Discover Consider Commit CHAPTER 14 LISTENING IS THE PLACE TO START What Keeps Us from Listening? The Three C's: Calm. Courage. Curiosity What Are You Listening For? The Listener's Tools CHAPTER 15 SAYING WHAT NEEDS TO BE SAID Know Yourself First Frame the Situation Accurately Speak to Be Heard More Powerful Persuasion What to Avoid When You Are Talking CHAPTER 16 THE CHALLENGE OF ELECTRONIC TEXT COMMUNICATION The Good, the Bad, and the Ugly When Not to Use Electronic Communication How to Write an E-Mail A Word About Social Networking BIBLIOGRAPHY INDEX
