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Conflict 101 : a manager's guide to resolving problems so everyone can get back to work by Susan H. Shearouse

By: Shearouse, Susan H.
Publisher: New York, USA Amacom 2011Description: viii, 264 p. 23 cm.ISBN: 9780814417119.Subject(s): INTERPERSONAL COMMUNICATION | Interpersonal skills | COMMUNICATIONSOnline resources: Download as an eBook
Contents:
INTRODUCTION : The joy of conflict ; What gets in our way? ; UNDERSTANDING THE DYNAMICS OF CONFLICT : What we need: the satisfaction triangle ; Where we are: levels of conflict ; How we respond: approaches to conflict ; Who we are: cultural considerations ; What we are arguing about matters: sources of conflict ; KEYS TO RESOLVING CONFLICT : Building trust ; Apology and forgiveness ; Rethinking anger ; A sense of humor ; Time ; PUTTING IT ALL TOGETHER : Reaching agreement: a solution-seeking model ; Listening is the place to start ; Saying what needs to be said ; The challenge of electronic text communication
Summary: Outlines the author's approach to managing conflict in the workplace. Focuses on why conflict occurs and provides a series of strategies for effective conflict resolution.
Item type Home library Call number URL Status Notes Date due Barcode Item reserves
EBook EBook International
ProQuest eBook (Browse shelf) Link to resource eBook Available as an ebook here
Book Book New Zealand
208 CON (Browse shelf) Not for loan CA004619
Total reserves: 0

INTRODUCTION : The joy of conflict ; What gets in our way? ; UNDERSTANDING THE DYNAMICS OF CONFLICT : What we need: the satisfaction triangle ; Where we are: levels of conflict ; How we respond: approaches to conflict ; Who we are: cultural considerations ; What we are arguing about matters: sources of conflict ; KEYS TO RESOLVING CONFLICT : Building trust ; Apology and forgiveness ; Rethinking anger ; A sense of humor ; Time ; PUTTING IT ALL TOGETHER : Reaching agreement: a solution-seeking model ; Listening is the place to start ; Saying what needs to be said ; The challenge of electronic text communication

Outlines the author's approach to managing conflict in the workplace. Focuses on why conflict occurs and provides a series of strategies for effective conflict resolution.

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