Managing Conflict

David Liddle is the CEO of the TCM Group and president of the People and Culture Association. David is a recognized leader in the areas of conflict resolution, cultural change, and transformational leadership. For over twenty years, David Liddle and his team have been delivering award winning conflict resolution, leadership development, and cultural change programmes for organizations across the globe. Based in London, UK, in 2021 he was named as one of the Most Influential HR Thinkers by HR Magazine and has been featured on the Thinkers50 Radar for 2022.

Chapter - 00: Introduction;


Section - ONE: Putting conflict into context;


Chapter - 01: What’s wrong with contemporary conflict management and what to do about it;
Chapter - 02: The lifecycle of a conflict – How and why conflicts escalate;
Chapter - 03: The causes and the sources of conflict at work;
Chapter - 04: Managing conflict – An employment law perspective;


Section - TWO: A practical guide to managing conflict;


Chapter - 05: Measuring the costs of conflict and the impact of a toxic culture;
Chapter - 06: The psychology of conflict and conflict management;
Chapter - 07: Routes to resolution – Introducing the resolution spectrum;
Chapter - 08: Developing a resolution framework to resolve conflicts and concerns at work;
Chapter - 09: How to resolve a toxic workplace culture;
Chapter - 10: Mediation – An in-depth analysis of its many benefits and applications;
Chapter - 11: How to develop an internal mediation scheme;
Chapter - 12: Total conflict management – A whole-system approach for managing conflict;


Section - THREE: Resolution resources;


Chapter - 13: A quick conflict health check;
Chapter - 14: Glossary;

"This updated edition expertly outlines a pragmatic and well thought-through framework for making a positive change to people's experience of work. An essential read for anyone who believes organizations don't have to choose between performance and fairness, justice and learning."

"This edition uses additional case studies and templates to show how well the transformative Resolution Framework works. The book is an invaluable source for any human resources or employee relations professional."

"The 2nd edition is much more relevant to the world we live in now and is reflective of the changes that have impacted our lives in recent times. Recent world events such as the COVID-19 pandemic are acknowledged in the book as huge factors which have shaken our world. The book explores the notion that emotional intelligence and creating space for people to have adult to adult conversations is really the cornerstone of effective conflict management, and in my view, couldn't be truer. The book truly acknowledges the human element, the person behind the issues and the conflict. Practical, insightful, concise and intelligently written."

"An essential read for leaders, HR professionals and unions, this book revolves around the powerful principle of dialogue, guiding readers on a journey towards healthier, more productive workplaces. Its engaging, well-structured content captivates from the outset, leaving readers unable to put it down."

"In this transformative book, conflict becomes a catalyst for growth. Offering an updated, holistic framework for proactive conflict resolution, it's a crucial guide for both novices and experts. Perfect for modern workplaces, it empowers readers to cultivate a positive conflict culture in their organizations, providing practical tools for the future of conflict management at work. A must-read for the forward-thinking Human Resources professional."

"If you are in the HR profession this is a must read. The tools are all here, backed by fascinating case studies from businesses which he has worked over the past 20 years. This book needs to be in the hands of every HR professional."

"I hope that employers will pick up a copy of this timely new edition and reflect on the benefits of implementing a restorative and humanistic 'Resolution Framework' in their workplace."

"This Edition uses additional case studies and templates to show how well the transformative Resolution Framework works. The book is an invaluable source for any human resources or employee relations professional."

"A gentle guide to a difficult topic; thought- provoking and clear."

"Active listening skills and recognising the consequences of conflict has never felt more important. David Liddle has ably convince the reader, of the need for Leaders to use mediation along with the emotional and financial benefits of doing so."

"Especially useful are the Resolution Reflections. Don't skip them. Answer the short pertinent questions. You will learn a lot. All mediators not just workplace specialists will benefit for reading this insightful and lively text."

"An antidote to the prevailing approach, Managing Conflict offers step-by-step guidance to developing a more holistic, mediation-centric approach called the Resolution Framework. HR professionals, business leaders, lawyers, and labour representative would benefit from the book's analysis of workplace conflict and how to constructively manage conflict so that healthy, functional relationships are not only maintained but can flourish in workplaces."

"I have to agree that we could "do workplace conflict better". Listening, talking and collaboration through informal and formal mediation instead of relying on the misery of our disciplinary and grievance processes will surely serve everyone better. Get the book!"

"The book is written in a fascinating way. This book describes innovative strategic approaches to developing a culture of sustainable conflict management that can promote positive engagement of all parties, save costs, reduce stress, and increase well-being."

"This book is a must read for all HR Professionals - it is a comprehensive, easy to read textbook and made even better by being very interactive with the reflection boxes throughout each chapter. The book offers a real in-depth understanding of how conflict can arise, the cost to a business (both monetary and psychologically) and resolution options fully explained."

"A highly informative and inspiring book, which shows how conflict can in fact be seen as something positive! This book should be read by anyone who has to deal with conflict management - HR and management alike."

"Such expertise and experience, all openly shared and backed with good research and sound results; this edition is practical and for any CPO/HRD"