Clive Johnson, Jackie Keddy

Managing Conflict at Work (eBook, ePUB)

Understanding and Resolving Conflict for Productive Working Relationships

• Format: ePub

Produktbeschreibung

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.

Produktdetails

• Verlag: Kogan Page eBook
• Seitenzahl: 272
• Erscheinungstermin: 3. September 2010
• Englisch
• ISBN-13: 9780749459536
• Artikelnr.: 38228644

Autorenporträt

Clive Johnson is a highly experienced negotiator, facilitator and coach. His extensive experience includes in-house mediation and acting as course director of various conflict training programmes. A prolific writer and speaker, Clive is a partner with conflict specialists, The Janus Partnership (www.thejanuspartnership.com) and is co-founder of the International Conflict Management Forum (www.conflictmanagementforum.org).

Jackie Keddy is a highly experienced mediator, coach and conflict consultant. As a former facilitator of some of the London Metropolitan Police Service's most high profile and complex disputes, a grievance appeals investigator and a founding member of the Met's Leadership Academy, Jackie brought her many years' of experience as a police officer and DCI into a new life in managing people. With Clive, Jackie is a partner of The Janus Partnership (www.thejanuspartnership.com) and co-founded the International Conflict Management Forum (www.conflictmanagementforum.org). She regularly writes and features in various magazines and journals, and as a multiple award-winner for her work with the Met, is much in demand as a conference speaker.

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