Managing Conflict at Work: Understanding and Resolving Conflict for Productive Working Relationships

Managing conflict at work provides guidance on preventing, containing and resolving conflict. it examines conflict in the context of workforce motivation, leadership and corporate responsibility and includes advice on mediation, stakeholder analysis and reflective questioning.

Now, more than ever, organizations need to understand the implications of conflict as well as having the practical skills to resolve issues effectively and cost-efficiently.

This book shows how to minimize the time spent on conflict resolution, how to avoid unnecessary escalation within and outside organizations, and how to stem the knock-on effects of ineffective conflict management on customers, staff and other stakeholders. As such, it’s not just about formal dispute resolution, but also about the vital role which managers, coaches and others play in managing and curtailing unhealthy conflict, especially in its early stages.

The importance for establishing, implementing and monitoring a conflict management strategy is described, accompanied by a host of checklists, templates and guidance on how to approach these critical but often overlooked tasks.

The authors look beyond individual cases to issues such as workplace motivation and corporate responsibility; examining the reasons for conflict and its implications. The book provides simple guidance on the key issues facing many organizations including:

– understanding conflict and its impact on the individual, team and organization
– methods for recognizing and preventing conflict
– identifying and appropriately channeling constructive conflict
– managing and resolving escalated disputes
– implementing a conflict management strategy.

Further free resources to accompany the book, including podcasts by the authors, can be accessed at a dedicated website.

“This book `gets it’ – it articulates basic truths and insights into human nature and behaviour which those involved in workplace disputes have observed all too often. My only worry is that the authors will put employment lawyers out of business!”

Gary Freer, Partner in Employment Law, McGrigors LLP

“This useful book draws together the most current thinking in communication and provides straightforward models for those dealing with complex and difficult negotiations.”

Ricard Mullender, Communications Trainer and Former Hostage Negotiator with the Metropolitan Police

“The authors make the claim that they intend to cover a lot of ground – and they do. Managing Conflict at Work is a must read that should be included as essential reading for students and practitioners of HRM; mediators, conflict coaches and above all leaders at all levels who are ultimately the ‘custodians’ of organizational cultures in which the human spirit either thrives or dies.”

Margaret A Chapman, Chartered and Registered Psychologist, Coach, Supervisor, Accredited Mediator (ADR) and Author of ‘The Emotional Intelligence (EQ) Pocketbook’

Clive Johnson is a highly experienced negotiator, facilitator and coach. He now practises through his own company, Proactive Style, www.proactivestyle.com

Jackie Keddy is a highly experienced conflict resolution practitioner. Jackie practices through her own company, Keddy Consultants, www.KeddyConsultants.com