Conflict Resolution: Concepts and Practice (The Technical Manager's Survival Guides)

Conflict Resolution: Concepts and Practice (The Technical Manager's Survival Guides)

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Table of Contents

By Marcus Goncalves

"In the workplace, clear concise communication is always a necessary factor to embrace. We as individuals need to remain responsible enough to actively resolve our internal conflicts and be able to articulate our basic needs in a respectful manner to all others. This book is a necessary and useful tool for finding your way in conflict management.  I was really impressed with Chapters 8 (Conflict Resolution Best Practices) and 9 (Test Yourself: Are You a Good Conflict Mediator) as they focus on providing resolutions to,individuals during difficult instances. Always remain professional with clear, focused, and direct resolutions when dealing with conflicts in the workplace and beyond."
--Mona C. Fuller, Project Coordinator, Harvard School of Public Health, Department of Biostatistics.

"Almost all project managers will encounter conflict within their teams or at the workplace. Conflict is natural in all organizations due to different values that each person or entity holds, how you resolve the conflict is a critical factor in determining whether your project and work environment will continue to be healthy or not. This book by a prominent practitioner accepts this reality and presents a sound methodology to resolve conflicts. Here you will learn how to do it right the very first time, as a result the conflicting parties will have deeper understanding and respect for each other, rather than the more common harmful and destructive outcomes of conflicts."
--Dr. Vijay Kanabar, Associate Professor of Administrative Sciences and Computer Science, Director of Project Management Programs, Boston University.

“The workplace today requires professionals that are highly prepared and have excellent interpersonal skills that executives sometimes lack but are too embarrassed to admit. If there is conflict in your team or in your company, is that in itself a sign of failure, of absence of cohesion or of confusion about the company’s mission? This book, by a renowned professional, will help you to understand conflicts and their causes, identify human needs, mediate conflicts, acquire conflict negotiations skills, and deal with conflict prevention and resolution with a strategic approach. You will be referring to this book again and again at work and very likely in your personal life as well. If you have been asking yourself these questions, and want to be prepared for small and pervasive conflicts alike, this is the book. I don’t know how I survived so far without the knowledge that I have now acquired.”
--Marcia Farias, Master of Law, Legal Counselor, Government Accounting Office, Brasilia, Brazil.

  • Publisher: ASME
  • Publish Date: 2008
  • Pages: 132
  • Language: English
  • ISBN: 9780791802748

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Table of Contents

Dedication Acknowledgment Preface Chapter 1 Understanding Conflicts Overview. Why Think About Conflict? Understanding Conflict Resolution. But What is a Conflict? Needs, Interests or Concerns. When Does a Conflict Occur? Analyzing Conflicts. We are Motivated People. Chapter 2 Why We Avoid Conflicts? Overview. What Bridges a Conflict is a New Conflict. All Things are Impermanent: Bridges Don’t Last. Understanding the Genesis of a Conflict. Where does the Fear of Conflicts Come From? How Social Reward Affects Conflict Avoidance? The Cost of Conflicts. Coca-Cola Enterprise. PECO Energy. Schering-Plough. Chapter 3 The Root Cause of Conflicts Overview. Know What Matters. Root Causes of Conflicts. Conflict Transformation. A Matter of Communication: Avoiding Predicaments. Bridging the Gap From the Top Dow or From the Bottom Up? Chapter 4 The Path Through and Out of a Conflict Overview. Is Conflict a Perception? Is Conflict an Action? Conflict Resolution Styles. The Competing Style. The Accommodating Style. The Avoiding Style. The Compromising Style. The Collaborating Style. Effective Leadership Does Not Avoid Conflicts. A Matter of Communication: Avoiding Predicaments. Moving Forward: Overcoming Conflicts. Managing Your Own Emotions. Chapter 5 The Role of Perceptions and the Six Stages of Conflict Resolution Overview. The Scale of Human Needs. The Role of Perceptions. The Life-cycle of a Conflict. How Does Conflict Resolution Work? The Beginning: Stage One. Early Escalation: Stage Two. Reaching a Deadlock: Stage Three. Looking for a Way out: Stage Four. Resolving the Conflict: Stage Five. Working Together: Stage Six. Heuristic Approach to Conflict Resolution. Chapter 6 Conflict Mediation Overview. Mediation at Work. Pre-Mediation Phase. Mediation Phase. Follow-up Phase. Conflict Resolution Process through Self-Mediation . Mediating Conflicts. Mediating Emotions. Chapter 7 Negotiating Conflicts Overview. Having Conflict Negotiation Skills. Establish a Conducive Environment for Conflict Negotiation. Attitudes for Conflict Resolution Mediators. Chapter 8 Conflict Resolution Best Practices Overview. Best Practices for Mediating Conflicts. Business Needs Must be Isolated. Strategic Orientation. Aim for Integrity. Get Strategic Information Flowing During Conflict Resolution, Messages Must be Clear and Powerful. The Power of Listening. Communication Structure and Process. Evaluating Your Systems. Planning as a Tool for Conflict Resolution. Chapter 9 Test Yourself: Are You a Good Conflict Mediator? Evaluate Yourself. Evaluation Criteria. Questions to Reflect. References and Recommended Reading.
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