Cover image for How to Resolve Conflict—Management Development

How to Resolve Conflict—Management Development

Author Matthew Bennet , Phoebe A. Sheftel
Release Date: 2001/04/01
ISBN: 750104
Topic:
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Book Description

Conflict within an organization can quickly destroy the productivity of both individuals and work teams. This Infoline will show you how to apply the sound principles of conflict resolution to most situations. The issue details two schools of thought on conflict management--the settlement-driven approach and the relationship focused approach-- and allows you to follow a step-by-step approach to implement the best method that will resolve your workplace disagreements.

Table of Contents

  1. Copyright
  2. Workplace Conflict
    1. Conflict Management Theory
    2. Models for Resolution
      1. Settlement-Driven Approach
      2. Relationship-Driven Approach
    3. Using a Conflict Manager
      1. Neutrality
      2. Awareness of Bias
      3. Ability to Listen
      4. Understanding
      5. Using Internal or External Resources
        1. The Internal Conflict Manager
        2. The External Conflict Manager
      6. Managing Conflict
    4. Reactive Conflict Management
      1. Step 1: Identify Stakeholders
      2. Step 2: Prepare an Assessment
      3. Step 3: Create a Forum
      4. Step 4: Prepare an Agenda
      5. Step 5: Conduct the Meeting
        1. Adopt Ground Rules
        2. Identify the Conflicts
        3. Record Issues
        4. Prioritize Issues
        5. Share Information
        6. Brainstorm Solutions
        7. Refine Options
        8. Define Points of Agreement
        9. Perform a Reality Check
        10. Confirm Agreement
      6. Circular Nature of the Process
    5. Proactive Conflict Management
      1. Styles of Approach
      2. Conflict Triggers
    6. Conflict Management Training
      1. Listening
      2. Summarizing
      3. Ask questions
      4. Involve all parties in the discussion
      5. Deal with emotions
      6. Recognize biases
      7. Read body language
      8. Expand the “pie”
      9. Getting Good Out of Conflict
  3. References & Resources
    1. Articles
    2. Books
    3. Organizations
    4. Info-lines
  4. Job Aid
    1. Conflict Assessment Tool
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