RESOLVING CONFLICTS AT WORK 职场冲突八大化解策略

Here is a completely updated edition of the best-selling Resolving Conflicts at Work. This definitive and comprehensive work provides a handy guide for resolving conflicts, miscommunications, and misunderstandings at work and outlines the authors’ eight strategies that show how the inevitable disputes and divisions in the workplace actually provide an opportunity for greater creativity, productivity, enhanced morale, and personal growth. This new edition includes current case studies that put the focus on leadership, management, and how organizations can design systems to change a culture of avoidance into a culture of creative conflict. The result is a more practical book for today’s companies and the people who work in them.

Kenneth Cloke, J.D., L.L.M., Ph.D., is director of the Center for Dispute Resolution and is a mediator, arbitrator, consultant, and trainer to individuals, large organizations, and corporations.

Foreword: Conflict: A Leaders Challenge (Warren Bennis)
Preface
Introduction: Eight Strategies to Move from Impasse to Transformation
Strategy One: Change the Culture and Context of Conflict
Strategy Two: Listen Actively, Empathetically, and Responsively
Strategy Three: Acknowledge and Integrate Emotions to Solve Problems
Strategy Four: Search Beneath the Surface for Hidden Meaning
Strategy Five: Separate What Matters from What Gets in the Way
Strategy Six: Stop Rewarding and Learn from Difficult Behaviors
Strategy Seven: Solve Problems Creatively, Plan Strategically, and Negotiate Collaboratively
Strategy Eight: Explore Resistance, Mediate, and Design Systems for Prevention and Resolution
About the Authors
Index