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…mehr
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.Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
Jackie Keddy: A highly experienced mediator and grievance investigator, Keddy now practices as a consultant, and trainer. Her work as a conflict specialist draws on nearly 30 years' service with London's Metropolitan Police Service, in which she managed several specialist Crime Directorates and achieved the rank of Detective Chief Inspector. A winner of numerous awards and a popular conference speaker, Jackie is passionate about improving relationships in the workplace and providing practical tools for managers. Clive Johnson: Following a lengthy career in management consultancy, Clive now practices as a coach, consultant, and trainer. With Jackie Keddy, he is co-founder of the International Conflict Management Forum (www.conflictmanagementforum.org) and The Janus Partnership (www.thejanuspartnership.com), a consultancy and training organization exclusively dedicated to workplace conflict management. He regularly speaks and writes on conflict topics.
Inhaltsangabe
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 resolution: litigation; The hope and the challenge of mediation 8 The practice of dispute resolution: critical encounters Introducing the conflict-busting 'micro-tool'; First principles of mediation; Common encounters; Interventions relevant for the stage mediation has reached; Two ears - one mouth 9 Strategic planning and conflict management A strategy for managing conflict; The meaning of 'strategy'; Key considerations for conflict management strategy; Planning implementation 10 Implementing a conflict management strategy The practicality of implementing a conflict management strategy; Addressing the training and development needs of conflict managers; Training and development for everyone; Supervision for in-house mediators; Resourcing the conflict management function 11 Monitoring and evaluation Monitoring; Evaluating conflict management strategy; Collective learning; The strategic context of conflict management Appendix 1: Conflict management micro-tools Appendix 2: Templates Appendix 3: Online resources References Index
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 resolution: litigation; The hope and the challenge of mediation 8 The practice of dispute resolution: critical encounters Introducing the conflict-busting 'micro-tool'; First principles of mediation; Common encounters; Interventions relevant for the stage mediation has reached; Two ears - one mouth 9 Strategic planning and conflict management A strategy for managing conflict; The meaning of 'strategy'; Key considerations for conflict management strategy; Planning implementation 10 Implementing a conflict management strategy The practicality of implementing a conflict management strategy; Addressing the training and development needs of conflict managers; Training and development for everyone; Supervision for in-house mediators; Resourcing the conflict management function 11 Monitoring and evaluation Monitoring; Evaluating conflict management strategy; Collective learning; The strategic context of conflict management Appendix 1: Conflict management micro-tools Appendix 2: Templates Appendix 3: Online resources References Index
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