The classic text on resolving workplace conflicts, fully revised
and updated

Resolving Conflicts at Work is a guide for preventing and
resolving conflicts, miscommunications, and misunderstandings at
work, including dozens of techniques for revealing how the
inevitable disputes and divisions in the workplace are actually
opportunities for greater creativity, productivity, enhanced
morale, and personal growth. In the third edition of this text, all
chapters are completely infused with additional content, updated
examples, and new case studies. Like its predecessors, it
identifies core strategies for preventing and resolving both
intermittent and chronic conflicts in the workplace. In
addition, the book

* Includes a new foreword by Warren Bennis, which represents his
most recent thinking about judgment calls and candid communications
in the workplace

* Presents new chapters on leadership and transformational
conflict coaching, and organizational systems design

This definitive and comprehensive work provides a handy guide
for managers, employees, union representatives, human resource
experts, and consultants seeking to maintain stable and productive
workplaces.

The Authors

Kenneth Cloke, J.D., L.L.M., Ph.D., is director of the Center for Dispute Resolution and founding president of Mediators Beyond Borders. He is a mediator, arbitrator, consultant, and trainer to individuals, large organizations, and corporations. Cloke is the author of Mediating Dangerously.

Joan Goldsmith, Doctor of Humane Letters, is an internationally recognized lead educator, organizational consultant, mediator, and trainer. Kenneth Cloke and Joan Goldsmith are the authors of Resolving Personal and Organizational Conflicts, The Art of Waking People Up, and The End of Management.

Zusammenfassung
The classic text on resolving workplace conflicts, fully revised and updated

Resolving Conflicts at Work is a guide for preventing and resolving conflicts, miscommunications, and misunderstandings at work, including dozens of techniques for revealing how the inevitable disputes and divisions in the workplace are actually opportunities for greater creativity, productivity, enhanced morale, and personal growth. In the third edition of this text, all chapters are completely infused with additional content, updated examples, and new case studies. Like its predecessors, it identifies core strategies for preventing and resolving both intermittent and chronic conflicts in the workplace. In addition, the book

• Includes a new foreword by Warren Bennis, which represents his most recent thinking about judgment calls and candid communications in the workplace
• Presents new chapters on leadership and transformational conflict coaching, and organizational systems design

This definitive and comprehensive work provides a handy guide for managers, employees, union representatives, human resource experts, and consultants seeking to maintain stable and productive workplaces.

Foreword Conflict: An Opportunity for Leadership By Warren Bennis vii

Acknowledgments xiii

Introduction Ten Strategies for Everyone on the Job xv

Strategy 1 Understand the Culture and Dynamics of Conflict 1

Strategy 2 Listen Empathetically and Responsively 29

Strategy 3 Search Beneath the Surface for Hidden Meanings 63

Strategy 4 Acknowledge and Reframe Emotions 93

Strategy 5 Separate What Matters from What Gets in the Way 131

Strategy 6 Solve Problems Paradoxically and Creatively 169

Strategy 7 Learn from Difficult Behaviors 203

Strategy 8 Lead and Coach for Transformation 241

Strategy 9 Explore Resistance and Negotiate Collaboratively 273

Strategy 10 Mediate and Design Systems for Prevention 301

The Authors 333

Index 335