Conflict 101

A Manager's Guide to Resolving Problems So Everyone Can Get Back to Work

 Conflict 101

Author: Susan H. Shearouse
Pub Date: May 2011
Print Edition: $17.95
Print ISBN: 9780814417119
Page Count: 272
Format: Paper or Softback
e-Book ISBN: 9780814417126

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Table of Contents

Contents

ACKNOWLEDGMENTS

PART I

INTRODUCTION

CHAPTER 1 THE JOY OF CONFLICT

Conflict Defined

Conflict in the Workplace

Drawing from My Own Experience

How We Think About Conflict

Overview of the Book

CHAPTER 2 WHAT GETS IN OUR WAY?

Fear as a Stumbling Block

Blame as a Stumbling Block

Assumptions as Stumbling Blocks

Habits as Stumbling Blocks

PART II

UNDERSTANDING THE

DYNAMICS OF CONFLICT

CHAPTER 3 WHAT WE NEED:

THE SATISFACTION TRIANGLE

Substance Satisfaction

Process Satisfaction

Emotional Satisfation

CHAPTER 4 WHERE WE ARE:

LEVELS OF CONFLICT

The Five Levels of Conflict

Strategies for Each Conflict Level

CHAPTER 5 HOW WE RESPOND:

APPROACHES TO CONFLICT

Avoiding

Accommodating

Directing

Compromising

Collaborating

CHAPTER 6 WHO WE ARE:

CULTURAL CONSIDERATIONS

Culture Defined

Five Dimensions of Cultural Difference

Power and Culture

CHAPTER 7 WHAT WE ARE ARGUING

ABOUT MATTERS: SOURCES OF CONFLICT

Information

Interests

Structural Conflicts

Values

Relationships

PART III

KEYS TO RESOLVING CONFLICT

CHAPTER 8 BUILDING TRUST

Components of Trust

How to Wreck Trust

How to Build Trust

How to Rebuild Trust

CHAPTER 9 APOLOGY AND FORGIVENESS

Apology Offered

Forgiveness Granted

CHAPTER 10 RETHINKING ANGER

The Physiology of Emotions

How to Manage Your Own Anger

How to Respond to Someone Else’s Anger

Anger and Violence in the Workplace

CHAPTER 11 A SENSE OF HUMOR

Keeping Things in Perspective

As Simple as a Smile

Cautions on the Use of Humor

CHAPTER 12 TIME

Patience Is a Virtue

Time to Process Feedback

Time as a Face-Saving Tool

Time to Check It Out

The Right Time

PART IV

PUTTING IT ALL TOGETHER

CHAPTER 13 REACHING AGREEMENT:

A SOLUTION-SEEKING MODEL

A Four-Step Process

Prepare

Discover

Consider

Commit

CHAPTER 14 LISTENING IS THE PLACE TO START

What Keeps Us from Listening?

The Three C’s: Calm. Courage. Curiosity

What Are You Listening For?

The Listener’s Tools

CHAPTER 15 SAYING WHAT NEEDS TO BE SAID

Know Yourself First

Frame the Situation Accurately

Speak to Be Heard

More Powerful Persuasion

What to Avoid When You Are Talking

CHAPTER 16 THE CHALLENGE OF ELECTRONIC

TEXT COMMUNICATION

The Good, the Bad, and the Ugly

When Not to Use Electronic Communication

How to Write an E-Mail

A Word About Social Networking

BIBLIOGRAPHY

INDEX

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