We all know conflict is unavoidable, especially in the workplace. 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, it's a manager's role to navigate relationships, and build compromises and collaborations.
"Conflict 101" gives readers the tools they need to ensure not only that employees get back on track, but that disagreements breed positive results. Readers will learn how to: build trust; harness negative emotions; encourage apologies and forgiveness; use a solution seeking approach; and, say what needs to be said. Incorporating anecdotes taken from the author's twenty years of experience as a conflict resolution professional, the book helps readers more deeply understand how conflict is created, how to respond to it, and how to manage it more effectively.
Part 1 Introduction
Chapter 1 The joy of conflict
Chapter 2 What gets in our way?
Part 2 Understanding the Dynamics of Conflict
Chapter 3 What we need: The satisfaction triangle
Chapter 4 Where we are: Levels of conflict
Chapter 5 How we respond: Approaches to conflict
Chapter 6 Who we are: Cultural considerations
Chapter 7 What we are arguing about matters: Sources of conflict
Part 3 Keys to resolving conflict
Chapter 8 Building trust
Chapter 9 Apology and forgiveness
Chapter 10 Rethinking anger
Chapter 11 A sense of humor
Chapter 12 Time
Part 4 Putting it all together
Chapter 13 Reaching agreement: A solution-Seeking model
Chapter 14 Listening is the place to start
Chapter 15 Saying what needs to be said
Chapter 16 The challenge of electronic text communication