Conflict is inevitable, in everyday life and—especially in today’s increasingly non-hierarchical organizations—in the workplace. So what has always been a key leadership skill—conflict resolution—has become even more critical. But too often, leaders receive little formal training in conflict resolution, and they struggle just to manage the simplest interpersonal conflicts. By using the lessons of this book, readers will be able to apply a thorough, proven method—summarized in ten steps—for resolving conflicts. Following these steps, leaders can analyze a conflict and move toward its resolution with more assurance of a positive outcome for everyone involved.
This book includes two interactive worksheets you can download: “Conflict-Resolution Worksheet” and “A Ten-Step Conflict-Analysis and Strategy Process.” You can fill out and save the worksheets in order to share them electronically with colleagues, an executive coach, and others to seek feedback and advice as you develop and exercise your conflict-resolution skills.
|Typical Questions about Conflict||7|
|Conflict in Context||19|
|Approaches to Conflict||29|
|Conflict Analysis and Strategy||41|
|An Illustrated Walk-through of a Conflict Situation||49|