Conflict Management for Managers: Resolving Workplace, Client, and Policy Disputes provides current and future organizational leaders with the knowledge and skills necessary to prevent and manage every common source of conflict faced at work. Great managers and leaders understand they must communicate effectively, lead diverse teams, provide effective feedback, meet customer expectations, attend to organizational culture, and proactively manage relationships with vendors and regulators. This text provides skill-building exercises to help you lead effective meetings, build strong teams, conduct performance appraisals that motivate team members, coach employees and other managers through difficult times, and craft a positive brand image for both your organization and your own career. The text is divided into three sections: Conflict Management & Collaboration basics, including assessments designed to rate your current skills and set goals for growth; Strategies for preventing conflicts inside your work teams and organizations, including tips for giving feedback, motivating team members, and creating positive organizational cultures; and Processes and skills for enhancing relationships with external stakeholders such as customers, vendors, and regulators. Thoroughly updated, this new edition incorporates a greater number of skill-building exercises, discussion questions, and goal-setting suggestions to allow for the active transition of these skills from the printed page into your daily work life.
Introduction to the 2nd Edition Section I: Basic Conflict Management Knowledge & Skills Chapter 1: Manager Know Thyself: The skills and behaviors of great conflict managers Chapter 2: Practical Conflict Theory: Conflict's origins, escalation and de-escalation Chapter 3: The Power of Negotiation Chapter 4: Mediation, Arbitration and other processes within the Alternative Dispute Resolution Continuum Chapter 5: Embracing Diversity, Inclusion & Intercultural Communication Skills for the 21st Century Organization Section II: The Prevention and Resolution of Internal Organizational Conflicts Chapter 6: Building & Sustaining a Conflict Competent Organizational Culture Chapter 7: Reducing Employee Conflict: Performance Reviews, Turnover, Motivation and Working with Unions Chapter 8: Leadership: Creating Collaborative Teams and Organizations Chapter 9: Designing Conflict Prevention and Early Resolution Systems Chapter 10: Ombudsman at Work: Coaching, Training; and Shaping Organizations Section III: The Prevention and Resolution of External Organizational Conflicts Chapter 11: Principles and Systems for Superior Customer Service and Customer Recapture Chapter 12: Conflict & Collaboration between Regulators and Regulated Entities: Environmental and Public Policy Conflict Resolution: Trends and Best Practices Chapter 13: Facilitation: Meeting Management & Large Group Decision-making processes Conclusion About the Author Glossary of Terms References
