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Conflict Resolution at Work for Dummies


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Table of Contents

Introduction 1 Part I: Understanding Conflict in the Workplace 7 Chapter 1: An Overview of Conflict Resolution at Work 9 Chapter 2: Understanding What People Bring to Conflict 21 Chapter 3: Determining How Groups Contribute to Conflict 41 Chapter 4: Practicing Self-Awareness: Understanding How Managers Foster Conflict 59 Chapter 5: Knowing When to Address Conflict 77 Part II: Resolving a Conflict between Two or More of Your Employees 91 Chapter 6: Developing a Plan and Preparing for a Meeting 93 Chapter 7: Starting a Mediation Meeting and Creating a Working Agenda 105 Chapter 8: Negotiating Possible Solutions to a Conflict 123 Chapter 9: Offering Proposals and Crafting Agreements 143 Chapter 10: Adapting a Confl ict Meeting for the Entire Team 161 Chapter 11: Monitoring Agreements and Progress 179 Part III: Using Additional Resources to Resolve the Conflict 195 Chapter 12: Keeping a Team Focused During a Conflict 197 Chapter 13: Determining How Your Company Can Help 209 Chapter 14: Getting Outside Experts to Facilitate Resolutions 223 Part IV: Smoothly Handling Conflict When You?re One of the People Involved 239 Chapter 15: Identifying What Both Sides Want 241 Chapter 16: Asking for a Meeting to Talk about the Conflict 255 Chapter 17: Sitting Down to Talk Through the Issues 267 Chapter 18: Tailoring Your Approach to the Organizational Chart 287 Part V: The Part of Tens 303 Chapter 19: Ten Things You Can Control When You?re in an Unresolved Conflict 305 Chapter 20: Ten Reasons Managers Give for Not Addressing Conflict 311 Chapter 21: Ten Pearls of Wisdom from Professional Mediators 315 Index 319

About the Author

Vivian Scott is a Certified Mediator in private practice and a retired Microsoft marketing manager. She is a member of the Washington Mediation Association and volunteers as a mediator at the Dispute Resolution Center of Snohomish & Island Counties.

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