Cargando…
Workplace conflict resolution essentials /
This book will provide 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 tips...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Milton, Queensland :
Wiley Publishing Australia Pty Ltd,
2015.
|
| Colección: | --For dummies.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Cover Page
- Title Page
- Copyright Page
- Contents at a Glance
- 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
- Knowing your intent
- Sorting out the players
- Considering the meeting place.