Conflict 101

Book description

When conflict brews at the office, it’s a manager’s job to cool things down. 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 • 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.

Table of contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Contents
  5. Acknowledgments
  6. Part I Introduction
    1. Chapter 1 The Joy of Conflict
      1. Conflict Defined
      2. Conflict in the Workplace
      3. Drawing from My Own Experience
      4. How We Think About Conflict
      5. Overview of the Book
    2. Chapter 2 What Gets in Our Way?
      1. Fear as a Stumbling Block
      2. Blame as a Stumbling Block
      3. Assumptions as Stumbling Blocks
      4. Habits as Stumbling Blocks
  7. Part II Understanding The Dynamics of Conflict
    1. Chapter 3 What We need: The Satisfaction Triangle
      1. Substance Satisfaction
      2. Process Satisfaction
      3. Emotional Satisfaction
    2. Chapter 4 Where We are: Levels of Conflict
      1. The Five Levels of Conflict
      2. Strategies for Each Conflict Level
    3. Chapter 5 How We Respond: Approaches to Conflict
      1. Avoiding
      2. Accommodating
      3. Directing
      4. Compromising
      5. Collaborating
    4. Chapter 6 Who We are: Cultural Considerations
      1. Culture Defined
      2. Five Dimensions of Cultural Difference
      3. Power and Culture
    5. Chapter 7 What We are Arguing about Matters: Sources of Conflict
      1. Information
      2. Interests
      3. Structural Conflicts
      4. Values
      5. Relationships
  8. Part III Keys to Resolving Conflict
    1. Chapter 8 Building Trust
      1. Components of Trust
      2. How to Wreck Trust
      3. How to Build Trust
      4. How to Rebuild Trust
    2. Chapter 9 Apology and Forgiveness
      1. Apology Offered
      2. Forgiveness Granted
    3. Chapter 10 Rethinking Anger
      1. The Physiology of Emotions
      2. How to Manage Your Own Anger
      3. How to Respond to Someone Else’s Anger
      4. Anger and Violence in the Workplace
    4. Chapter 11 A Sense of Humor
      1. Keeping Things in Perspective
      2. As Simple as a Smile
      3. Cautions on the Use of Humor
    5. Chapter 12 Time
      1. Patience Is a Virtue
      2. Time to Process Feedback
      3. Time as a Face-Saving Tool
      4. Time to Check It Out
      5. The Right Time
  9. Part IV Putting It all Together
    1. Chapter 13 Reaching Agreement: A Solution-Seeking Model
      1. A Four-Step Process
      2. Prepare
      3. Discover
      4. Consider
      5. Commit
    2. Chapter 14 Listening is the Place to Start
      1. What Keeps Us from Listening?
      2. The Three C’s: Calm. Courage. Curiosity.
      3. What Are You Listening For?
      4. The Listener’s Tools
    3. Chapter 15 Saying What Needs to be Said
      1. Know Yourself First
      2. Frame the Situation Accurately
      3. Speak to Be Heard
      4. More Powerful Persuasion
      5. What to Avoid When You Are Talking
    4. Chapter 16 The Challenge of Electronic Text Communication
      1. The Good, the Bad, and the Ugly
      2. When Not to Use Electronic Communication
      3. How to Write an E-Mail
      4. A Word About Social Networking (Facebook and Twitter)
  10. Bibliography
  11. Index

Product information

  • Title: Conflict 101
  • Author(s): Susan H. SHEAROUSE
  • Release date: May 2011
  • Publisher(s): AMACOM
  • ISBN: 9780814417126