How To Manage Conflict in the Organization, Second Edition

Table of contents

1. Cover Page
2. Title Page
3. Copyright Page
4. Contents
5. About This Course
6. How to Take This Course
7. Pre-Test
8. 1 Conflict in Organizations
   1. Introduction
   2. Definition of Conflict
   3. A Note on Conflict Theory and Research
   4. Conflict Resolution Approaches
      1. Avoiding
      2. Accommodating
      3. Compromising
      4. Forcing
      5. Collaborating
   5. Varying Situations, Varying Approaches to Conflict Resolution
   6. Conflict Resolution in a Changing Workforce
      1. Changes in the Workforce
      2. Conflict Resolution and the Law
      3. Consulting HR or Requesting Formalized Alternatives
   7. Types of Alternative Dispute Resolution
      1. Conciliation
      2. Dispute Panel
      3. Early Neutral Evaluation
      4. Peer Review
      5. Facilitation
      6. Mediation
      7. Arbitration
      8. Mediated Arbitration
      9. Ombudsperson Evaluation
      10. Minitrials
   8. Principled Negotiation
      1. Separating People from Issues
      2. Focusing on Interests, Not Positions
      3. Inventing Options for Mutual Gain
      4. Using Objective Standards of Fairness
      5. Having Alternatives to a Collaborative Agreement
      6. Degree to Which Each Party Is Knowledgeable
      7. Willingness to Communicate
   9. Recap
   10. Review Questions
9. 2 Recognizing Types of Conflict
   1. Introduction
   2. The Manager’s Job
   3. Categorizing Conflict
   4. Where the Manager Sits
      1. The Authority of the Manager
      2. Need for Creativity
      3. Observations and Guidelines for Using Authority and Creativity
   5. Structural Conflict
   6. The Root Causes of Structural Conflict
   7. Interpersonal Conflict
   8. Constructive Versus Destructive Conflict and Conflict Resolution
   9. Recap
   10. Review Questions
10. 3 Resolution of Structural Conflict
    1. Introduction
    2. Konrad Zed Peripherals Incorporated: A Case Study
    3. Organizational Structure
    4. Structural Resolution Approaches
       1. Using Authority
       2. Expanding Resources
       3. Reducing Interaction
       4. Clarifying Job Responsibilities
       5. Reducing Interdependence
       6. Creating Integrators
       7. Using Principled Negotiation
    5. Recap
    6. Review Questions
11. 4 Resolution of Interpersonal Conflict
    1. Introduction
    2. Lake City Manufacturing: A Case Study
    3. Interpersonal Conflict Resolution Approaches
       1. Coaching
       2. Modifying Behavior
       3. Playing the Role of Mediator and the Art of Image Exchanging
       4. Diffusing Emotions
       5. Improving Communication
    4. Conflict Resolution in the Age of Electronic Communication
       1. When Conflict Resolution by Walking Is Preferable to Electronic Communication
       2. When Electronic Communication Is More Appropriate Than Conflict Resolution by Walking
       3. Creating Superordinate Goals
       4. Using Principled Negotiation
    5. Recap
    6. Review Questions
12. 5 Negotiation: The Open Approach to Conflict Resolution
    1. Introduction
    2. Negotiation
    3. Conflict Resolution Approaches
    4. The Connection Between Negotiation and Conflict Resolution Approaches
    5. The Masoon Company: A Case Study
    6. Principled Negotiation
       1. People
       2. Interests
       3. Options
       4. Criteria
    7. Recap
    8. Review Questions
13. 6 Politics: The Secret Approach to Conflict Resolution
    1. Introduction
    2. Conflict Resolution Approaches Well Suited for Organizational Politics
    3. The Goals of Political Behavior
    4. Organizational Politics: Little Has Changed
       1. Dale Carnegie
       2. The GMJ Surveys
       3. Robert Baron and Jerald Greenberg
    5. The Connected Administrative Assistant: A Case Study
    6. But Is It Good for the Organization?
    7. How to Get Ahead in Organizations by Really Trying
       1. Norman Martin and John Sims
    8. Recap
    9. Review Questions
14. Post-Test
15. Bibliography
16. Appendix: Conflict Resolution Tool Box
17. Index
18. Footnote
    1. fn_01