The Exchange

A Bold and Proven Approach to Resolving Workplace Conflict

By: Steven Dinkin, Barbara Filner, Lisa Maxwell

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Paperback | 4 April 2011 | Edition Number 1

At a Glance

Paperback
140 Pages

Dimensions(cm)
23.39 x 15.6 x 0.76

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Studies indicate that on average, managers and supervisors spend a little more than forty percent of their time resolving workplace conflicts. All this time adds up to a lot of headaches, a hit to morale, and a significant loss in productivity. The Exchange: A Bold and Proven Approach to Resolving Workplace Conflict is for every director, manager, and supervisor who is tired of using trial and error to put out fires. Supplying readers with proven tools for resolving emotionally charged disputes, this go-to-guide details a four-stage process derived from the conflict resolution model used for more than 25 years at the National Conflict Resolution Center. Designed specifically for the workplace, this highly structured process facilitates the discussion of intense emotional issues so you can learn to preempt and de-escalate disputes before they become volatile. Whether your company is restructuring, downsizing, or merging--or simply needs helpful techniques for use in meetings with angry, disruptive, and disputing employees--The Exchange is for you! Praise for: ! the authors deliver an extraordinary method for resolving disputes quickly and simply and for the greatest benefit of the organization. --Marshall Goldsmith, New York Times Best-Selling Author It could be the difference between having a so-so organization and a great one. --Ken Blanchard, co-author of The One Minute Manager(R) and Lead with LUV ...we finally have a professional, well-organized program to refer to when conflicts arise in our hospitals and clinics. --Evan Burkett, Chief Human Resource Officer, Sanford Health ...a way to facilitate mutual understanding and common goals in order to move to a better place. --Bill Geppert, Senior Vice President, Cox Communications, Inc.

Industry Reviews

Workplace conflict is a great time, energy, and productivity sapper. With The Exchange, the authors deliver an extraordinary method for resolving disputes quickly and simply and for the greatest benefit of the organization. --Marshall Goldsmith, New York Times Best-Selling Author of MOJO and What Got You Here Won't Get You There If you don't learn how to resolve conflict in your workplace, your organization can never thrive. What Dinkin, Filner, and Maxwell have to teach us is worth studying and implementing. It could be the difference between having a so-so organization and a great one. --Ken Blanchard, co-author of The One Minute Manager(R) and Lead with LUV Transforming society to be more collaborative, more inclusive and more solutions focused requires a methodology that works. That methodology is The Exchange. --Michael M. Crow, President, Arizona State University The Exchange was a highly professional, interactive, engaging and effective training that provided us all with many new techniques in problem-solving and conflict resolution. The healthcare industry has needed a program like The Exchange for many years, and I am relieved to know that we finally have a professional, well organized program to refer to when conflicts arise in our hospitals and clinics. --Evan Burkett, Chief Human Resource Officer, Sanford Health, the largest rural healthcare system in the United States Conflict is inherent for any group of people striving to create a result with limited resources. The Exchange helps people with a way to facilitate mutual understanding and common goals in order to move to a better place.a --Bill Geppert, Senior Vice President, Cox Communications, Inc.a

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You Can Find This Book In

Non-Fiction Sociology & Anthropology Sociology Sociology & Family & Relationships Law Laws of Specific Jurisdictions Legal System in General Civil Procedure, Litigation & Dispute Resolution Arbitration Business & Management Management & Management Techniques Management of Specific Areas

Personnel & Human Resources Management Sales & Marketing Engineering & Technology Industrial Chemistry & Manufacturing Technologies Other Manufacturing Technologies Office & Workplace Production of Quality Control Management

The Authors	p. xi
Acknowledgments	p. xiii
A Different Approach to Resolving Workplace Disputes	p. 1
Who This Book Is For	p. 2
What This Book Offers	p. 2
The Exchange in Brief	p. 3
Hold Private Meetings	p. 4
Develop an Issue List	p. 4
Conduct a Joint Meeting	p. 4
Facilitate Problem Solving	p. 4
Why This Book Is Different	p. 5
Workplace Challenges	p. 5
How The Exchange Works: A Case Study	p. 7
Resolving a Dispute at Smart Alarms	p. 7
Background	p. 7
Analyze the Situation	p. 9
Hold Private Meetings	p. 9
Develop an Issue List	p. 16
Conduct the Joint Meeting	p. 17
Next Steps	p. 23
Some Final Thoughts	p. 24
Getting Ready	p. 25
Assess the Situation	p. 26
Clarify Your Interests, Roles, and Responsibilities	p. 28
Schedule Private Meetings with the Key People Involved in the Conflict	p. 29
Holding Private Meetings	p. 35
Establish Rapport and Confidentiality	p. 37
Hear the Employee's Perspective	p. 38
Identify the Employees Interests	p. 40
Discuss the Next Steps	p. 42
Developing an Issue List	p. 47
Issues	p. 48
Impact	p. 49
Icebreaker	p. 50
An Effective Issue List	p. 52
Stage III: Conducting the Joint Meeting	p. 55
Problem Solving: Building a Solution Together	p. 69
Culture, Diversity, and Other Things That Matter	p. 79
Tips for Bridging Cultural Gaps	p. 83
Making the Most of The Exchange in Your Organization	p. 89
Using The Exchange for a Group Conflict	p. 89
Hold Private Meetings	p. 91
Develop an Issue List	p. 92
Conduct the Joint Meeting	p. 93
Building a Solution Together	p. 94
Adapting The Exchange for Disruptive People	p. 94
Using The Exchange When You Are Seen as Part of the Problem	p. 98
Using The Exchange in Collaborative Decision Making	p. 100
Using The Exchange with the People and Organizations You Serve	p. 103
Health Care	p. 107
Government Agencies	p. 108
Service Companies	p. 110
Nonprofit Organizations	p. 111
About The Exchange and Its Creators	p. 113
Frequently Asked Questions about The Exchange	p. 114
About the National Conflict Resolution Center	p. 117
Index	p. 119
Table of Contents provided by Ingram. All Rights Reserved.

The Exchange

A Bold and Proven Approach to Resolving Workplace Conflict

At a Glance

Paperback

Industry Reviews

Shipping

How to return your order

Defective items

You Can Find This Book In

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