The Confilict Survival Kit: Tools for Resolving Conflict at Work » (1st Edition)

Provides a firm grounding in basic interpersonal communication and management skills—such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making—and contains unique chapters on practice and application. Tools for the Conflict Survival Kit provide strategies that can be used immediately in workplace situations. Case studies and role plays give readers practice communicating, negotiating, and problem-solving and an opportunity to refine and develop this important craft. Gives readers a thorough grounding in basic interpersonal communication and management skills such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making. Addresses specific conflict resolution situations, including negotiation, mediation, group decision making, assertive confrontation etc. Includes resolution frameworks and models for these situations using a step-by-step process. Introduces readers to important techniques such as interest-based collaborative approaches, empathetic communication and listening, the supportive confrontation model, participative management practices and alternative dispute resolution. Provide a collection of specific skills, advice, activities, challenges and techniques which readers can apply immediately to workplace situations. Designed for those who need instant skill building and practical methods for handling organizational and personal conflicts.

1. The Nature of Conflict

PART I: THE THEORY AND CONTEXT FOR MANAGING CONFLICT IN THE WORKPLACE

2. Preventing Conflict

3. Approaches to Conflict

4. Working Towards Collaboration

PART II: INTERPERSONAL COMMUNICATION SKILLS FOR RESOLVING CONFLICT

5. The Three Channels of Communication

6. Listening to Resolve Conflict and Build Lasting Relationships

7. The Communication Continua

PART III: PREPARING TO RESOLVE CONFLICTS

8. Are you Capable?

9. Opening the Doors to Conflict Resolution

PART IV: APPLICATION AND PRACTICE

10. The Building Blocks of Collaboration

11. Integrative Negotiation: Negotiating as Partners

12. Overcoming Barriers to Integrative Negotiation

13. Mediating Conflicts Between Parties

14. Decision Making Choices for the Manager

15. Handling Conflicts Requiring Direct Confrontation

16. Special Situations: “Opportunistic” Employees, Workplace Violence, and Terminations

CONCLUSION

17. Achieving Effectiveness as a Conflict Manager