Resolving conflicts at work : ten strategies for everyone on the job / Kenneth Cloke and Joan Goldsmith
Imprint
San Francisco : Jossey-Bass, 2011
Edition
3rd ed
Descript
xxxii, 368 p. : ill. ; 23 cm
CONTENT
Understanding the culture and dynamics of conflict -- Listen empathetically and responsively -- Search beneath the surface for hidden meanings -- Acknowledge and reframe emotions -- Separate what matters from what gets in the way -- Solve problems paradoxically and creatively -- Learn from difficult behaviors -- Lead and coach for transformation -- Explore resistance and negotiate collaboratively -- Mediate and design systems for prevention