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Workplace conflict resolution essentials
Author
Title
Workplace conflict resolution essentials / by Vivian Scott.
ISBN
9780730319467
0730319466
9780730319504
0730319504
9780730319450
Publication
Milton, Queensland : Wiley Publishing Australia Pty Ltd, 2015.
Copyright Notice Date
©2015
Physical Description
1 online resource (195 pages).
Local Notes
Access is available to the Yale community.
Notes
"Making Everything Easier!"--Cover.
Includes index.
Access and use
Access restricted by licensing agreement.
Summary
This book will provide practical, expert guidance on various approaches to negotiating and mediating a successful resolution for you and your team. You'll get coverage of negotiation techniques, mediation methods and solutions for managers and employees dealing with workplace conflict, and tips on building and maintaining successful teams to work through existing conflicts and help avoid future disturbances. Rather than resorting to arguments, surrendering, running away or filing a complaint, this resource shows you how to address uncomfortable conflict in the workplace head-on, giving you the tools and advice you need to restore peace, prevent conflicts from ever starting in the first place, and maintain better productivity while boosting morale. -- Edited summary from book.
Variant and related titles
O'Reilly Safari. OCLC KB.
Other formats
Print version: Scott, Vivian. Workplace conflict resolution essentials. Milton, Queensland : Wiley Publishing Australia Pty Ltd, ©2015 --For dummies.
Format
Books / Online
Language
English
Added to Catalog
January 14, 2020
Series
For Dummies
Contents
Cover Page
Title Page
Copyright Page
Contents at a Glance
Table of Contents
Introduction
About This Book
Foolish Assumptions
Icons Used in This Book
Where to Go from Here
Chapter 1: Conflict Resolution at Work
Considering Common Contributors to Conflict
Acknowledging differing perspectives
Recognising emotions in others
Handling communication mishaps
Deciphering group dynamics
Assessing your own role
Mediating like a Pro
Following eight steps to a resolution
Facilitating a conversation between two people
Managing conflict with a team.
Tapping into Conflict Resolution Expertise
Chapter 2: Understanding What People Bring to Conflict
Rediscovering Communication
Changing the goal of communication
Choosing words carefully: The importance of language
Body language: Others' and your own
Discerning tone of voice
Figuring Out Why People Think the Way They Do
Values: Understanding what's important to people
Filters: Sifting through information
History: Operating from the past
Considering the Importance of Emotions
Listening to what emotions tell you
Dealing with emotional intensity and impact.
Acknowledging and processing difficult emotions in your team
Responding to Conflict
Giving in
Avoiding the fight
Fighting it out
Compromising
Working together
Chapter 3: Determining How Groups Contribute to Conflict
Observing Your Organisation's Culture
Identifying the organisational focus
Considering hiring or promoting practices
Considering how your company adapts to change
Recognising Team Dynamics
Dealing with mismatched expectations
Acknowledging assigned and assumed roles
Redefining power
Groups Behaving Badly
Joining cliques.
Finding allies
Creating inaccurate assumptions
Perpetuating gossip
Chapter 4: Practising Self-Awareness: Understanding How You Foster Conflict
Micromanaging
Stirring the Pot
Dividing rather than uniting
Appearing to take sides
Not Taking the Time to Gain Understanding
Overreacting
Misunderstanding the real issues
Looking the other way
Being dismissive
Talking about the Work Ineffectively
Not sharing your contributions
Underrepresenting your team
Creating Ill-Defined Expectations and Responsibilities
Hiring the Right Person for the Wrong Job.
Living in Fix-It Mode
Talking instead of listening
Being judge and jury
Rescuing instead of coaching
Denying Shortfalls
Letting egos get in the way
Lacking training or skills
Being uncomfortable with change
Chapter 5: Knowing When to Address Conflict
Assessing the Cost and Severity of the Conflict
Hard costs associated with unresolved conflict
Soft costs associated with unresolved conflict
Determining severity
Approaching Employees and Gathering Information
Knowing your intent
Sorting out the players
Considering the meeting place.
Subjects
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