Resolving Conflicts at Work: A Complete Guide for Everyone on the Job - Softcover

Cloke, Kenneth; Goldsmith, Joan

Softcover

ISBN 10: 0787954810 ISBN 13: 9780787954819

Publisher: Jossey-Bass, 2001

Synopsis

Create a new sense of yourself in your organization, a new direction in your life, and a new understanding of your adversaries with this highly practical guide for resolving conflicts, miscommunications, and misunderstandings at work. Two veteran professionals show you how conflicts-and the process of resolving them-can offer extraordinary opportunities for personal growth, deeper and more satisfying relationships, and enhanced morale.

About this title

Review

Conflicts exist in every workplace, and if left unchecked they can reduce productivity, decimate morale, fracture relationships, and even spark litigation. According to conflict resolution specialists Kenneth Cloke and Joan Goldsmith, however, such undesirable results could be eliminated through management behaviors that forestall any related misunderstandings. In Resolving Conflicts at Work, they draw upon real-world examples (both good and bad) to explain "how and why we all get stuck in conflict." They then outline "8 Paths from Impasse to Transformation"--which include understanding a conflict's real meaning, listening actively to those involved, separating what matters from what doesn't, and handling resultant problems creatively--to resolve those that do arise. The chapter on listening, for example, offers concrete advice such as "demonstrate that you have heard the other person's deeper needs and feelings" by making reference to them in your conversation; it also suggests replacing phrases that threaten, judge, blame, and accuse with those that clarify perspective ("When did this happen?"), acknowledge differing viewpoints ("I can see you really feel angry about that"), and invite elaboration ("Why is that important to you?"). The plan requires effort and commitment, but should prove beneficial to managers who are serious about improving their work environments. --Howard Rothman

From the Back Cover

This essential guide offers numerous suggestions for transforming conflict into opportunities for positive change and improving workplace relationships. Based on decades of experience resolving highly complex organizational disputes, the authors provide practical methods you can use every day, in any work setting, to improve communication and reduce conflict. Whether you need to know how to approach your boss on a sensitive matter, mitigate a personality clash between team members, raise uncomfortable issues, or proactively head off anger, you will find clear and effective tools in this valuable book.

Resolving Conflicts at Work maps out eight paths to hone your conflict resolution skills and generate positive, productive change. The authors offer detailed directions on how to understand the culture of conflict, search beneath the surface for hidden meaning, separate what really matters from what's in the way, solve problems creatively, negotiate collaboratively. . . and much more.

This book leads you step by step to a deeper understanding of the issues that drive conflicts. You will discover that by listening respectfully to your adversaries you can jointly fix the problem, create dialogue over issues that divide you, work through your differences, and improve your relationships. With this guide, you can develop a dynamic, do-it-yourself approach to resolving every workplace conflict you face.

Learn How to Turn Workplace Conflicts into Creative Insights, Productive Relationships, and Powerful Paths to Change

Create a new sense of yourself in your organization, a new direction in your life, and a new understanding of your adversaries with this highly practical guide for resolving conflicts, miscommunications, and misunderstandings at work. Two veteran professionals show you how conflicts-and the process of resolving them-can offer extraordinary opportunities for personal growth, deeper and more satisfying relationships, and enhanced morale.

"A seminal and path-breaking book on the age-old question: How do you restore civility in a world roiling in conflict?"-Warren Bennis, coauthor of Co-Leaders and Organizing Genius, Distinguished Professor of Business Administration, USC Marshall School of Business

"A gold mine of wisdom about how to resolve our conflicts at work and to transform our organizations and our lives in the process. I learned a lot from reading this book and recommend it highly."-William Ury, author of Getting Past No and coauthor of Getting to Yes

"The brilliance of this book is that its lessons apply in any workplace setting. With its rich collection of practical advice and deep insight into conflict, it's a must read for those who want to create healthier and more effective organizations."
-Blenda J. Wilson, president and CEO, The Nellie Mae Foundation

"Learning how to resolve conflict is key to business success. This book is a valuable guide to solving problems at all levels of organizations. . . . Practical and inspiring."-Jerry Cooper, Executive Vice President, Showtime Networks, Inc.

"Conflict drains everyone involved, which is why every worker, no matter what the context, can benefit from the rich insights and practical tools provided in this book. It is a treasure of information and strategies that can be put to use every day, anywhere, any time."-William J. Cirone, Santa Barbara County Superintendent of Schools

Edition details

• Publisher: Jossey-Bass
• Publication date: 2001
• Language: English
• ISBN 10: 0787954810
• ISBN 13: 9780787954819
• Binding: Paperback
• Number of pages: 256