LEADER 05723nam 2200793 450 001 9910787119303321 005 20200520144314.0 010 $a0-7303-1950-4 010 $a0-7303-1946-6 035 $a(CKB)3710000000315306 035 $a(EBL)1890982 035 $a(SSID)ssj0001441806 035 $a(PQKBManifestationID)11804064 035 $a(PQKBTitleCode)TC0001441806 035 $a(PQKBWorkID)11412541 035 $a(PQKB)11274190 035 $a(JP-MeL)3000067947 035 $a(Au-PeEL)EBL1890982 035 $a(CaPaEBR)ebr10997817 035 $a(CaONFJC)MIL683327 035 $a(OCoLC)884884349 035 $a(CaSebORM)9780730319504 035 $a(MiAaPQ)EBC1890982 035 $a(EXLCZ)993710000000315306 100 $a20150106h20152015 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aWorkplace conflict resolution essentials /$fby Vivian Scott 205 $a1st edition 210 1$aMilton, Queensland :$cWiley Publishing Australia Pty Ltd,$d2015. 210 4$dİ2015 215 $a1 online resource (195 p.) 225 1 $aFor Dummies 300 $a"Making Everything Easier!"--Cover. 300 $aIncludes index. 311 $a1-322-52045-3 311 $a0-7303-1945-8 327 $aCover Page; Title Page; Copyright Page; Contents at a Glance; Table of Contents; Introduction; About This Book; Foolish Assumptions; Icons Used in This Book; Where to Go from Here; Chapter 1: Conflict Resolution at Work; Considering Common Contributors to Conflict; Acknowledging differing perspectives; Recognising emotions in others; Handling communication mishaps; Deciphering group dynamics; Assessing your own role; Mediating like a Pro; Following eight steps to a resolution; Facilitating a conversation between two people; Managing conflict with a team 327 $aTapping into Conflict Resolution ExpertiseChapter 2: Understanding What People Bring to Conflict; Rediscovering Communication; Changing the goal of communication; Choosing words carefully: The importance of language; Body language: Others' and your own; Discerning tone of voice; Figuring Out Why People Think the Way They Do; Values: Understanding what's important to people; Filters: Sifting through information; History: Operating from the past; Considering the Importance of Emotions; Listening to what emotions tell you; Dealing with emotional intensity and impact 327 $aAcknowledging and processing difficult emotions in your teamResponding to Conflict; Giving in; Avoiding the fight; Fighting it out; Compromising; Working together; Chapter 3: Determining How Groups Contribute to Conflict; Observing Your Organisation's Culture; Identifying the organisational focus; Considering hiring or promoting practices; Considering how your company adapts to change; Recognising Team Dynamics; Dealing with mismatched expectations; Acknowledging assigned and assumed roles; Redefining power; Groups Behaving Badly; Joining cliques; Finding allies 327 $aCreating inaccurate assumptionsPerpetuating gossip; Chapter 4: Practising Self-Awareness: Understanding How You Foster Conflict; Micromanaging; Stirring the Pot; Dividing rather than uniting; Appearing to take sides; Not Taking the Time to Gain Understanding; Overreacting; Misunderstanding the real issues; Looking the other way; Being dismissive; Talking about the Work Ineffectively; Not sharing your contributions; Underrepresenting your team; Creating Ill-Defined Expectations and Responsibilities; Hiring the Right Person for the Wrong Job; Living in Fix-It Mode; Talking instead of listening 327 $aBeing judge and juryRescuing instead of coaching; Denying Shortfalls; Letting egos get in the way; Lacking training or skills; Being uncomfortable with change; Chapter 5: Knowing When to Address Conflict; Assessing the Cost and Severity of the Conflict; Hard costs associated with unresolved conflict; Soft costs associated with unresolved conflict; Determining severity; Approaching Employees and Gathering Information; Knowing your intent; Sorting out the players; Considering the meeting place; Being consistent in your inquiries; Asking questions; Evaluating the Details of the Conflict 327 $aWhat you know 330 $aResolving conflict in the workplace? No problem! Working your way through a conflict in the office can present unexpected challenges, but there's no need to feel unprepared - Workplace Conflict Resolution Essentials For Dummies has you covered! In the book, you'll find practical, expert guidance on various approaches to negotiating and mediating a successful resolution for you and your team. You'll get coverage of negotiation techniques, mediation methods and solutions for managers and employees dealing with workplace conflict, and tons of tips on building and maintaining successful teams to w 410 0$a--For dummies. 606 $aConflict management 606 $aMediation and conciliation, Industrial 606 $aPersonnel management 606 $aCommunication in personnel management 606 $aWork environment 615 0$aConflict management. 615 0$aMediation and conciliation, Industrial. 615 0$aPersonnel management. 615 0$aCommunication in personnel management. 615 0$aWork environment. 676 $a658.4053 686 $aC912.15$2clc. 700 $aScott$b Vivian$01242782 701 $aScott$b Vivian$c(Mediator).$01242782 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910787119303321 996 $aWorkplace conflict resolution essentials$93790822 997 $aUNINA