Workplace Conflict Resolution Essentials For Dummies, Australian and New Zeal E-Book

Vivian Scott

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch
• Veröffentlichungsjahr: 2014

Seitenzahl: 287

Beschreibung

Resolving conflict in the workplace? No problem! Working your way through a conflict in the office can present unexpected challenges, but there's no need to feel unprepared -- Workplace Conflict Resolution Essentials For Dummies has you covered! In the book, you'll find practical, expert guidance on various approaches to negotiating and mediating a successful resolution for you and your team. You'll get coverage of negotiation techniques, mediation methods and solutions for managers and employees dealing with workplace conflict, and tons of tips on building and maintaining successful teams to work through existing conflicts and help avoid future disturbances. Encouraging colleagues to work together toward a common goal is an essential skill that all successful business professionals must possess. Rather than resorting to arguments, surrendering, running away or filing a complaint, this resource shows you how to address uncomfortable conflict in the workplace head-on, giving you the tools and advice you need to restore peace, prevent conflicts from ever starting in the first place, and maintain better productivity while boosting morale. * Offers clear instruction for addressing conflicts, resolving disputes and restoring peace and productivity to the workplace * Helps you find a solution and explore positive means for resolving conflicts * Illustrates how working through problems within your team makes the workplace the positive environment it should be * Provides guidance on developing the key negotiation and mediation skills you need to create a harmonious workplace Whether you're new to managing professionals, working your way up the corporate ladder or just want to brush up on your knowledge base, Workplace Conflict Resolution Essentials For Dummies has everything you need to ensure your workplace environment is positive and productive!

Leseprobe

Workplace Conflict Resolution Essentials For Dummies®

Published byWiley Publishing Australia Pty Ltd42 McDougall StreetMilton, Qld 4064www.dummies.com

Copyright © 2015 Wiley Publishing Australia Pty Ltd

Authorised adaptation of Conflict Resolution at Work For Dummies © 2010 John Wiley & Sons, Ltd. (9780470536438).

The moral rights of the author have been asserted.

National Library of AustraliaCataloguing-in-Publication data:

Author:Scott, Vivian, author.Title:Workplace Conflict Resolution Essentials For Dummies / Vivian Scott.ISBN:9780730319450 (pbk.)9780730319504 (ebook)Series:For Dummies.Notes:Includes index.Subjects:Conflict management.Mediation and conciliation — industrial.Personnel management.Communication in personnel management.Work environment.Dewey Number:658.4053

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Contents at a Glance

Introduction

Chapter 1: Conflict Resolution at Work

Chapter 2: Understanding What People Bring to Conflict

Chapter 3: Determining How Groups Contribute to Conflict

Chapter 4: Practising Self-Awareness: Understanding How You Foster Conflict

Chapter 5: Knowing When to Address Conflict

Chapter 6: Developing a Plan and Preparing for a Meeting

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

Chapter 8: Negotiating Possible Solutions to a Conflict

Chapter 9: Offering Proposals and Crafting Agreements

Chapter 10: Adapting a Conflict Meeting for the Entire Team

Chapter 11: Determining How Your Company Can Help

Chapter 12: Ten Pearls of Wisdom from Professional Mediators

Index

Workplace Conflict Resolution Essentials For Dummies

Table of Contents

Introduction

About This Book

Foolish Assumptions

Icons Used in This Book

Where to Go from Here

Chapter 1: Conflict Resolution at Work

Considering Common Contributors to Conflict

Acknowledging differing perspectives

Recognising emotions in others

Handling communication mishaps

Deciphering group dynamics

Assessing your own role

Mediating like a Pro

Following eight steps to a resolution

Facilitating a conversation between two people

Managing conflict with a team

Tapping into Conflict Resolution Expertise

Chapter 2: Understanding What People Bring to Conflict

Rediscovering Communication

Changing the goal of communication

Choosing words carefully: The importance of language

Body language: Others’ and your own

Discerning tone of voice

Figuring Out Why People Think the Way They Do

Values: Understanding what’s important to people

Filters: Sifting through information

History: Operating from the past

Considering the Importance of Emotions

Listening to what emotions tell you

Dealing with emotional intensity and impact

Acknowledging and processing difficult emotions in your team

Responding to Conflict

Giving in

Avoiding the fight

Fighting it out

Compromising

Working together

Chapter 3: Determining How Groups Contribute to Conflict

Observing Your Organisation’s Culture

Identifying the organisational focus

Considering hiring or promoting practices

Considering how your company adapts to change

Recognising Team Dynamics

Dealing with mismatched expectations

Acknowledging assigned and assumed roles

Redefining power

Groups Behaving Badly

Joining cliques

Finding allies

Creating inaccurate assumptions

Perpetuating gossip

Chapter 4: Practising Self-Awareness: Understanding How You Foster Conflict

Micromanaging

Stirring the Pot

Dividing rather than uniting

Appearing to take sides

Not Taking the Time to Gain Understanding

Overreacting

Misunderstanding the real issues

Looking the other way

Being dismissive

Talking about the Work Ineffectively

Not sharing your contributions

Underrepresenting your team

Creating Ill-Defined Expectations and Responsibilities

Hiring the Right Person for the Wrong Job

Living in Fix-It Mode

Talking instead of listening

Being judge and jury

Rescuing instead of coaching

Denying Shortfalls

Letting egos get in the way

Lacking training or skills

Being uncomfortable with change

Chapter 5: Knowing When to Address Conflict

Assessing the Cost and Severity of the Conflict

Hard costs associated with unresolved conflict

Soft costs associated with unresolved conflict

Determining severity

Approaching Employees and Gathering Information