Clive Johnson, Jackie Keddy
Managing Conflict at Work: Understanding and Resolving Conflict for Productive Working Relationships
Sprecher: Farrell, Cynthia
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Clive Johnson, Jackie Keddy
Managing Conflict at Work: Understanding and Resolving Conflict for Productive Working Relationships
Sprecher: Farrell, Cynthia
- MP3-CD
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Produktdetails
- Verlag: Brilliance Audio
- Gesamtlaufzeit: 600 Min.
- Erscheinungstermin: 11. Juni 2019
- Sprache: Englisch
- ISBN-13: 9781721387915
- Artikelnr.: 54920832
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.
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
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
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