Managing Conflict

Description

Title Page Copyright Contents List of Figures List of Tables Acknowledgements Introduction PART ONE  Putting conflict into context 01    What’s wrong with contemporary conflict management and what can organizations do about it? Putting conflict into context What is conflict? The two types of conflict Conclusion References 02    The lifecycle of a conflict: How and why conflicts escalate Introduction The lifecycle of a conflict Conclusion Reference 03    The causes and the sources of dysfunctional conflict Introduction The top 10 causes of dysfunctional conflict Note References 04    Managing conflict: A legal perspective Introduction Mediation and employment law Mediation and the legal process – navigating through the quagmire Practical considerations Conclusion Notes PART TWO  A practical guide to managing conflict 05    Measuring the costs of conflict Introduction How to measure the cost and impact of conflict in your organization Undertaking your conflict analysis: a practical guide Notes References 06    The psychology of conflict and conflict management Introduction Conflict and loss Introducing positive psychology How emotional intelligence is changing the way we handle conflict at work Conclusion References 07    The resolution spectrum Introducing the resolution spectrum Mediation Conflict coaching Team conferencing Early neutral evaluation Conclusion Note 08    Developing a resolution policy to replace your traditional grievance procedure The inception, design and implementation of a resolution policy The benefits of developing and embedding a resolution policy Conclusion Note The TCM model resolution policy template 09    Mediation: An in-depth analysis Introducing mediation Introducing the FAIR Mediation Model™ The mediation process The features, advantages and benefits of mediation Conclusion References 10    How to develop an internal mediation scheme Introducing the internal mediation scheme The benefits of developing an internal mediation scheme Internal mediation scheme toolkit Note Reference 11    Tackling bullying and harassment: From process to people Introduction What are bullying and harassment? How to tackle bullying and harassment in the workplace Conclusion Notes References 12    Total conflict management: A whole-systems approach for preventing and resolving conflict Introduction What is TCM? Applying TCM in practice Notes References 13    Managing workplace and employment disputes: An international perspective Introduction The United States Canada Europe Australasia Notes Reference PART THREE  Resolution resources A quick conflict health check Working with feelings during conflict De-escalating strong emotions Ten-minute active listening technique Ten-factor Conflict Model™ Managing conflict in teams Mediation: frequently asked questions Developing a conflict management strategy and embedding mediation How to set up a facilitated (roundtable) conversation A few facilitator dos and don’ts How to run a successful focus group Conclusion Glossary Index Backcover