Conflict Survival Kit

Brief Contents

The Nature of Conflict

Part I: The Theory and Context for Managing Conflict in the Workplace

Preventing Conflict
Approaches to Conflict
Working Toward Collaboration

Part II: Interpersonal Communication Skills for Resolving Conflict

The Three Channels of Communication
Listening to Resolve Conflict and Build Lasting Relationships
The Communication Continua

Part III: Preparing to Resolve Conflicts

Are You Capable?
Opening the Doors to Conflict Resolution

Part IV: Application and Practice

The Building Blocks of Collaboration
Integrative Negotiation: Negotiating as Partners
Overcoming Barriers to Integrative Negotiation
Mediating Conflicts Between Parties
Decision-Making Choices for the Manager
Handling Conflicts Requiring Direct Confrontation
Special Situations: "Opportunistic" Employees, Workplace Violence, Terminations, and Bullying
Achieving Effectiveness as a Conflict Manager