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
|Item type||Home library||Call number||URL||Status||Notes||Date due||Barcode||Item reserves|
|EBook||International||ProQuest eBook (Browse shelf)||Link to resource||eBook||Available as an ebook here|
|Book||New Zealand||208 CON (Browse shelf)||Not for loan||CA004619|
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.