Resolving Conflicts on the Job, Second Edition

Author Jerry Wisinski , Bill Withers

Release Date: 2007/08/01

ISBN: 9780814474136

Topic:

• Business

17
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Table of Contents

1. Copyright
   1. Dedication
2. Preface to the Second Edition
3. Acknowledgments
4. Preface to the First Edition
5. 1. A Brief Overview of Conflict
   1. The Positive View of Conflict
   2. Myths and Truths About Conflict
6. 2. Why People Fight at Work
   1. Values
   2. Conflicting Goals and Objectives
   3. Limited Resources
   4. The Domino Effect
7. 3. Five Ways to Engage Conflict
   1. Competition (Win/Lose)
   2. Accommodation (Lose/Win)
   3. Avoidance (Lose/Lose)
   4. Compromise (Win/Lose–Win/Lose)
   5. Collaboration (Win/Win)
8. 4. Ways to Listen
   1. Five Levels of Active Listening and Responding Skills
      1. Level 1. Basic Acknowledgments
      2. Level 2. Silence
      3. Level 3. Questions
      4. Level 4. Paraphrasing
      5. Level 5. Reflective Listening
   2. Listening and Responding to the Excessive Talker
9. 5. Ways to Give (and Receive) Feedback
   1. Seven Rules of Giving Feedback
      1. 1. Use Authority Lightly
      2. 2. Choose the Setting Well
      3. 3. Arrange the Feedback in Advance
      4. 4. No Surprises
      5. 5. Be Specific
      6. 6. Listen
      7. 7. Check In
   2. What if the Person Gets Mad Anyway?
   3. Preparing for Your Feedback Session
10. 6. Conflict Styles
    1. Aggressive Behavior
    2. Nonassertive Behavior
       1. Unintentional Gunnysacking
    3. Passive-Aggressive Behavior
       1. Intentional Gunnysacking
    4. Assertive Behavior
    5. Handling Conflict
11. 7. Staying Cool in a Conflict
    1. How to Stay Centered
    2. How Centering Helps You in a Conflict Situation
12. 8. Ways to Engage Conflict on the Job—Up, Down, and Sideways
    1. Going Up
    2. Working More Effectively with Bosses
    3. Going Sideways
    4. Working More Effectively with Peers
    5. Going Down
    6. Working More Effectively with Employees
13. 9. Ways to Work with Teams in Conflict
    1. Some Basics of Team Building and Conflict
    2. Decision Making: Voting vs. Consensus
    3. Membership
    4. Leadership
14. 10. Can All This Conflict Be Good for Me?
15. 11. Why Do I Care?
16. Be Prepared
17. Further Reading