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Resolving Conflicts on the Job, Second Edition

Resolving Conflicts on the Job, Second Edition

by Jerry Wisinski, Bill Withers
Publisher: AMACOM
Release Date: August 2007
ISBN: 9780814474136
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Book Description

  • Giving and receiving criticism

  • Handling disputes at different levels of an organization

  • Resolving disagreements within a team

  • Managing different personality types

Table of Contents

  1. Copyright
    1. Dedication
  2. Preface to the Second Edition
  3. Acknowledgments
  4. Preface to the First Edition
  5. 1. A Brief Overview of Conflict
    1. The Positive View of Conflict
    2. Myths and Truths About Conflict
  6. 2. Why People Fight at Work
    1. Values
    2. Conflicting Goals and Objectives
    3. Limited Resources
    4. The Domino Effect
  7. 3. Five Ways to Engage Conflict
    1. Competition (Win/Lose)
    2. Accommodation (Lose/Win)
    3. Avoidance (Lose/Lose)
    4. Compromise (Win/Lose–Win/Lose)
    5. Collaboration (Win/Win)
  8. 4. Ways to Listen
    1. Five Levels of Active Listening and Responding Skills
      1. Level 1. Basic Acknowledgments
      2. Level 2. Silence
      3. Level 3. Questions
      4. Level 4. Paraphrasing
      5. Level 5. Reflective Listening
    2. Listening and Responding to the Excessive Talker
  9. 5. Ways to Give (and Receive) Feedback
    1. Seven Rules of Giving Feedback
      1. 1. Use Authority Lightly
      2. 2. Choose the Setting Well
      3. 3. Arrange the Feedback in Advance
      4. 4. No Surprises
      5. 5. Be Specific
      6. 6. Listen
      7. 7. Check In
    2. What if the Person Gets Mad Anyway?
    3. Preparing for Your Feedback Session
  10. 6. Conflict Styles
    1. Aggressive Behavior
    2. Nonassertive Behavior
      1. Unintentional Gunnysacking
    3. Passive-Aggressive Behavior
      1. Intentional Gunnysacking
    4. Assertive Behavior
    5. Handling Conflict
  11. 7. Staying Cool in a Conflict
    1. How to Stay Centered
    2. How Centering Helps You in a Conflict Situation
  12. 8. Ways to Engage Conflict on the Job—Up, Down, and Sideways
    1. Going Up
    2. Working More Effectively with Bosses
    3. Going Sideways
    4. Working More Effectively with Peers
    5. Going Down
    6. Working More Effectively with Employees
  13. 9. Ways to Work with Teams in Conflict
    1. Some Basics of Team Building and Conflict
    2. Decision Making: Voting vs. Consensus
    3. Membership
    4. Leadership
  14. 10. Can All This Conflict Be Good for Me?
  15. 11. Why Do I Care?
  16. Be Prepared
  17. Further Reading