Read more
Informationen zum Autor Clive Johnson is a highly experienced negotiator, facilitator and coach. He now practises through his own company, Proactive Style, www.proactivestyle.com Jackie Keddy is a highly experienced conflict resolution practitioner. Jackie practices through her own company, Keddy Consultants, www.KeddyConsultants.com Klappentext Managing Conflict at Work provides practical guidance on how to prevent, contain and resolve conflict in the workplace. It demonstrates how effective conflict management can have a powerful impact on the way organisations channel their energies; encouraging positive mindsets and building stronger and happier workforces. Putting the cost of rising conflict in context with recessionary times, it looks beyond individual cases to issues such as workforce motivation and corporate responsibility. The authors provide a wide range of practical techniques, tools and templates to support individuals who need to facilitate the resolution of employee disputes. Aimed not just at mediators and conflict practitioners, but at staff managers and anyone who needs to deal with people disputes; the book emphasises simple and practical ways for dealing with conflict situations - both when potential disputes are first emerging, and once a conflict has escalated into a formal complaint. Also including international case studies, extensive appendix of templates, tools and forms, including stakeholder analysis, mediation in-take forms and reflective questioning prompts, Managing Conflict at Work provides practical support to ensure that your company prevents disputes and stays within the law. The book is accompanied by an extensive range of ready-to-use templates and case studies and is supported by a dedicated website, providing information and downloads referred to in the book, as well as videos and podcasts. Zusammenfassung Managing Conflict at Work provides guidance on preventing! containing and resolving conflict. It examines conflict in the context of workforce motivation! leadership and corporate responsibility and includes advice on mediation! stakeholder analysis and reflective questioning. Inhaltsverzeichnis Acknowledgements 1 The nature of conflict The true cost of not managing conflict; What this book is about and how it's organized; What causes conflict?; Common triggers for conflict in the workplace; How conflicts often develop; Call in the lawyers; Should we be worried? 2 Deciphering conflict management What is conflict management?; What conflict management isn't; An anatomy of conflict management; Relationships between disputing parties and their perspectives; Models for approaching conflict management; Introducing 'RESOLVE' 3 Options for resolving conflict Taking stock of options; Horses for courses?; Why conflict management should be a concern for all managers; Approaches to mediation 4 RESOLVE - The Janus perspective Introduction; The Janus perspective; RESOLVES deciphered; RESOLVE revisited 5 Preventing conflict The mediator within every manager; Communication styles and manager choices; The power of language and its impacts; A manager's contribution to conflict; Recognizing and channeling constructive conflict; Prevention 6 Managing conflict from the front line A manager's role in dispute resolution; Managing developing disputes; Essential dispute resolution skills for resolving disputes; Listening between the words; When and what to escalate - and to whom; The seven rules of communication 7 Escalated dispute resolution A full-blown dispute; Stakeholder analysis; Engaging in inner circle; Criteria for closing out mediation; Mediation strategy and planning; Preparing for mediation; Perceptions, reality and lies; Emotional and psychological change; Recognizing when an alternative intervention is appropriate; Self-care for in-house mediator and coaches; When mediation ends without a resol...
