Resolving Conflicts at Work

Eight Strategies for Everyone on the Job

Kenneth Cloke, Joan Goldsmith

• Publisher: Jossey-Bass
• Year: 2011
• ISBN:
  9781118046883
• Edition: 1
• Topic: Développement personnel
• Subtopic: Résolution des conflits

Here is a completely updated edition of the best-selling Resolving Conflicts at Work. This definitive and comprehensive work provides a handy guide for resolving conflicts, miscommunications, and misunderstandings at work and outlines the authors' eight strategies that show how the inevitable disputes and divisions in the workplace actually provide an opportunity for greater creativity, productivity, enhanced morale, and personal growth. This new edition includes current case studies that put the focus on leadership, management, and how organizations can design systems to change a culture of avoidance into a culture of creative conflict. The result is a more practical book for today's companies and the people who work in them.

Index

A

Acceptance: of difficult behaviors, refusing; of emotions; increased; need for; of other people and perspectives; of paradox, contradictions, and other puzzles; of problems; of underlying issues

Accommodation: differentiating between, and other responses; natural tendency toward; only choosing, effect of; organizational cultures rewarding; questioning; reasons for; rewards for

Accomplishments, publicizing

Accumulated emotions, sudden release of, effect of

Accusations: closely listening to; as confessions

Accusing, sample phrases of

Acknowledging, as a listening technique

Acknowledgment: of contributions; of differences; of efforts; of emotions and feelings; importance of; of legitimacy and cooperation; of miscommunication, resisting; of needs and interests; of opponents; of opposing points of view; of own role in conflict; of a problem; responding with; of successes

Acting, being and, commitment to change way of

Action: based on emotional response; committed; internal consequences of taking, experiencing; quality of, perceiving intention through; translating intentions into; triggering

Action plans, creating

Actions: for approaching and engaging conflict; as choices; shifting focus to; taking responsibility for

Active, empathetic, and responsive listening: aspects of; benefit of; genuine; modeling; as probes; result of; starting with; techniques of. See also specific techniques

Active, empathetic, and responsive speaking

Acton, Lord

Adversarial attitude

Adversarial relationship structure

Adversarial style

Advice, seeking

Advisory committees/boards, forming

Advocates

Affect, reflecting back

Agendas, meeting: keeping to; revealing, in advance; setting

Agendas, private: hidden, looking for; holding to; imposing, avoiding; letting go of

Aggression: differentiating between, and other responses; and honesty; hypnotic power of; logic giving permission for; natural tendency toward; no alternative other than; only choosing, effect of; passivity as; perceived, responses based on; reasons for; returning; rewarding

Aggressive negotiation

Aggressive negotiators

Agreeing

Agreements: clarifying and emphasizing; earlier, recognizing and complimenting on; formal, using consensus to compel, problem of; honoring; in mediation, effectiveness of; negotiating, for future forgiveness; perceiving unpleasant outcome from, exploring; reaching; taking longer to reach; time to reach

Allies, seeing opponents as

Allusion

Alternative behavior, indicating understanding of, in apologies

Alternative responses

American Management Association survey

Amplified messages

Amygdala, the

Anger: accepting underlying issues without; arrogance of, overcoming; behaviors triggering; chain reaction of, lack of skills to manage; costs of; covert, subconscious ways of releasing; as a diversionary tactic; exploring; feedback without; from feeling unlovable; giving up, beginning with; hanging onto; letting go of, reasons for; managing, methods for; mask of; organizational, subconscious beliefs and assumptions about; passion experienced as; problem with; reasons for; source of, difficulty recognizing; and stereotyping; sustained, example of; toward ourselves understanding; as vulnerability

Annihilation, justification for, creating

Anonymous feedback

Apathy, as caring

Apologizing: alternative ways of examples of; resisting; and starting over

Approval, need for

Arbitration

Arrogance of anger, overcoming

Articulate speech, power of

Association for Conflict Resolution

Assuming, sample phrases of

Assumptions: apologizing for; avoiding; clarifying; about communication; about decision making process; about emotions; false and one-sided; hidden; hindering communication; about negotiating; about organizational anger problem-solving; about solutions, putting aside; underlying

Attachment, power of

Attacks, as smoke screens. See also Aggression; Counterattack

Attitudes: changed, recognizing; importance of; requisite, for resolving conflict; reversing, toward success and failure; and self-fulfilling prophecies; separations transforming; shift in; toward problem solving. See also specific attitudes

Audiotaping meetings/interactions

Audits: conflict; culture

Authentic voice: finding; responding with; in search of

Authenticity

Avoidance: continual, of underlying issues, effect of; costs of; creating a culture of; as a defense against change; differentiating between, and other responses; of emotions; entire ecosystems based on; label giving permission for; myths and assumptions encouraging; natural tendency toward; only choosing, effect of; reasons for; reducing level of, actions for; rewarding

Awareness: attitude of, practicing; of emotional experiences and elements; and emotional intelligence; increased; of interconnection; lack of; in leaders; of paradoxes; of process; using emotions to expand

B

Backfire

Bakhtin, M.

Balance: attitude of, practicing; continuing to struggle for; in feedback; regaining

Barriers: addressing; identifying

BATNA (best alternative to a negotiated agreement)

Behavioral improvement, logic letting us off the hook from

Behavioral patterns: altering, that hinder resolution; from childhood

Behaviors: change in, requests for; separating personalities from; shifting focus to; specifying, in apologies; as triggers. See also Difficult behaviors

Being: and acting, commitment to change way of; modes of, shift in

Benefit of the doubt, giving others the

Bennis, W.

Biederman, P. W.

Binding arbitration

Biological context

Blaming: alternative to; and anger; creating culture of; and honesty; of leaders; of management; in meetings; as a power play; reciprocal; resistance resulting from; as a response to aggression; sample phrases of; shifting focus from

Blind obedience

Blind spots, awareness of

Blindness, internal and external

Body language

Bolman, L. G.

Bottom-line positions

Bottom-up communication

Boundaries: respecting; violating

Brainstorming, use of: to address difficult behaviors; benefit of; in consensus decision making; in creative problem solving; to improve meetings; in learning collaboration...

Table of contents

• Title Page
• Copyright Page
• Foreword
• Dedication
• Preface
• Epigraph
• Introduction
• Strategy One - Change the Culture and Context of Conflict
• Strategy Two - Listen Actively, Empathetically, and Responsively
• Strategy Three - Acknowledge and Integrate Emotions to Solve Problems
• Strategy Four - Search Beneath the Surface for Hidden Meaning
• Strategy Five - Separate What Matters from What Gets in the Way
• Strategy Six - Stop Rewarding and Learn from Difficult Behaviors
• Strategy Seven - Solve Problems Creatively, Plan Strategically, and Negotiate Collaboratively
• Strategy Eight - Explore Resistance, Mediate, and Design Systems for Prevention ...
• About the Authors
• Index
• This page constitutes a continuation of the copyright page.