Conflict Resolution at Work For Dummies

Introduction 1

Part I: Understanding Conflict in the Workplace 7

Chapter 1: An Overview of Conflict Resolution at Work 9

Chapter 2: Understanding What People Bring to Conflict 21

Chapter 3: Determining How Groups Contribute to Conflict 41

Chapter 4: Practicing Self-Awareness: Understanding How Managers Foster Conflict 59

Chapter 5: Knowing When to Address Conflict 77

Part II: Resolving a Conflict between Two or More of Your Employees 91

Chapter 6: Developing a Plan and Preparing for a Meeting 93

Chapter 7: Starting a Mediation Meeting and Creating a Working Agenda 105

Chapter 8: Negotiating Possible Solutions to a Conflict 123

Chapter 9: Offering Proposals and Crafting Agreements 143

Chapter 10: Adapting a Confl ict Meeting for the Entire Team 161

Chapter 11: Monitoring Agreements and Progress 179

Part III: Using Additional Resources to Resolve the Conflict 195

Chapter 12: Keeping a Team Focused During a Conflict 197

Chapter 13: Determining How Your Company Can Help 209

Chapter 14: Getting Outside Experts to Facilitate Resolutions 223

Part IV: Smoothly Handling Conflict When You're One of the People Involved 239

Chapter 15: Identifying What Both Sides Want 241

Chapter 16: Asking for a Meeting to Talk about the Conflict 255

Chapter 17: Sitting Down to Talk Through the Issues 267

Chapter 18: Tailoring Your Approach to the Organizational Chart 287

Part V: The Part of Tens 303

Chapter 19: Ten Things You Can Control When You're in an Unresolved Conflict 305

Chapter 20: Ten Reasons Managers Give for Not Addressing Conflict 311

Chapter 21: Ten Pearls of Wisdom from Professional Mediators 315

Index 319