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Conflict Management for Managers

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Table of Contents

Figures and Tables ix Acknowledgments xi Introduction xiii PART ONE Conflict Management Knowledge and Skills 1 ONE Manager Know Thyself 5 TWO Theory to Practice 33 THREE The Power of Negotiation 69 FOUR The Alternative Dispute Resolution Process Continuum 97 PART TWO Preventing and Resolving Internal Conflict 131 F I V E Causes and Cures for Employee Turnover 133 S I X Building Successful Teams and Organizations 165 SEVEN Conflict Management in Unionized Environments 199 EIGHT Designing Disputing Systems for Organizations 227 PART THREE Preventing and Resolving External Conflicts 267 NINE Prevention and Resolution of Conflicts with Clients, Customers, and Vendors 269 TEN Case Studies of Organizational Success Through Exemplary Customer Conflict Management 293 PART FOUR Collaboration and Conflict Management Between Regulators and the Regulated 315 ELEVEN Public Policy Decision Making and Collaboration 317 TWELVE Designing and Facilitating Effective Large-Group Processes 353 Conclusion 391 Glossary 401 References 423 About the Author 445 Index 447

About the Author

Susan S. Raines, Ph.D. is an associate professor at Kennesaw State University and editor-in-chief of Conflict Resolution Quarterly

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