Resolving conflicts at work : eight strategies for everyone on the job - Cloke, Ken, 1941-; Goldsmith, Joan. (San Francisco, CA : Jossey-Bass, 2005)
Understand the culture and context of conflict -- Listen actively, empathetically, and responsively -- Acknowledge and integrate emotions to solve problems -- Search beneath the surface for hidden meaning -- Separate what matters from what's in the way -- Stop rewarding and learn from difficult behaviors -- Solve problems creatively, plan strategically, and, negotiate collaboratively -- explore resistance, mediate, and design systems for prevention and resolution.
Includes index.
Keywords: Conflict management; Interpersonal relations; Personnel management -- Psychological aspects; Psychology, Industrial