Description
CONSTRUCTIVE CONFLICT MANAGEMENT When conflicts at work occur, our traditional skills and positive instincts are deserted in favour of the easy fix, the tough move, or the clever device. But unresolved conflicts simmer on, until they explode again, and before long managers feel as though they are doing little else other than dealing with disputes, with people in different camps, cooperation replaced by combat and motivation going down by the minute.
This book will show you how to remain positive and constructive in dealing with people's problems and difficult situations, and be able to turn the nightmare of conflict into an opportunity for change.
Constructive Conflict Management fully demonstrates for the first time the best new tech- niques, such as mediation and seven-step problem solving, and takes the reader through many practical exercises and examples of hands-on skills. These include active listening. neutral questioning, option generation, mutual problem definition, conflict resolution and assertion.
These skills and techniques are woven into a fictitious organisation-Troubled Associates in which we see a variety of people dealing successfully with situations such as a personality clash, a dispute with your boss, problems in work teams, with angry customers, differences over staffing, and accusations of bigotry from one staff to another.
ISBN:9781857880144
