Foreword: Conflict: An Opportunity for Leadership (Warren Bennis).
Acknowledgments.
Introduction. Ten Strategies for Everyone on the Job.
Strategy One. Understand the Culture and Dynamics of Conflict.
Strategy Two. Listen Empathetically and Responsively.
Strategy Three. Search Beneath the Surface for Hidden Meaning.
Strategy Four. Acknowledge and Reframe Emotions.
Strategy Five. Separate What Matters from What Gets in the Way.
Strategy Six. Solve Problems Paradoxically and Creatively.
Strategy Seven. Learn from Difficult Behaviors.
Strategy Eight. Lead and Coach for Transformation.
Strategy Nine. Explore Resistance and Negotiate Collaboratively.
Strategy Ten. Mediate and Design Systems for Prevention.
The Authors.
Index.

The Authors

Kenneth Cloke, J.D., L.L.M., Ph.D., is director of the Center for Dispute Resolution and founding president of Mediators Beyond Borders. He is a mediator, arbitrator, consultant, and trainer to individuals, large organizations, and corporations. Cloke is the author of Mediating Dangerously.

Joan Goldsmith, Doctor of Humane Letters, is an internationally recognized lead educator, organizational consultant, mediator, and trainer. Kenneth Cloke and Joan Goldsmith are the authors of Resolving Personal and Organizational Conflicts, The Art of Waking People Up, and The End of Management.

The classic text on resolving workplace conflicts, fully revised and updated
Resolving Conflicts at Work is a guide for preventing and resolving conflicts, miscommunications, and misunderstandings at work, including dozens of techniques for revealing how the inevitable disputes and divisions in the workplace are actually opportunities for greater creativity, productivity, enhanced morale, and personal growth. In the third edition of this text, all chapters are completely infused with additional content, updated examples, and new case studies. Like its predecessors, it identifies core strategies for preventing and resolving both intermittent and chronic conflicts in the workplace. In addition, the book
* Includes a new foreword by Warren Bennis, which represents his most recent thinking about judgment calls and candid communications in the workplace
* Presents new chapters on leadership and transformational conflict coaching, and organizational systems design
This definitive and comprehensive work provides a handy guide for managers, employees, union representatives, human resource experts, and consultants seeking to maintain stable and productive workplaces.