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 revisedand updated
Resolving Conflicts at Work is a guide for preventing andresolving conflicts, miscommunications, and misunderstandings atwork, including dozens of techniques for revealing how theinevitable disputes and divisions in the workplace are actuallyopportunities for greater creativity, productivity, enhancedmorale, and personal growth. In the third edition of this text, allchapters are completely infused with additional content, updatedexamples, and new case studies. Like its predecessors, itidentifies core strategies for preventing and resolving bothintermittent and chronic conflicts in the workplace. Inaddition, the book
* Includes a new foreword by Warren Bennis, which represents hismost recent thinking about judgment calls and candid communicationsin the workplace
* Presents new chapters on leadership and transformationalconflict coaching, and organizational systems design
This definitive and comprehensive work provides a handy guidefor managers, employees, union representatives, human resourceexperts, and consultants seeking to maintain stable and productiveworkplaces.

Foreword Conflict: An Opportunity for Leadership By Warren Bennis vii
Acknowledgments xiii
Introduction Ten Strategies for Everyone on the Job xv
Strategy 1 Understand the Culture and Dynamics of Conflict 1
Strategy 2 Listen Empathetically and Responsively 29
Strategy 3 Search Beneath the Surface for Hidden Meanings 63
Strategy 4 Acknowledge and Reframe Emotions 93
Strategy 5 Separate What Matters from What Gets in the Way 131
Strategy 6 Solve Problems Paradoxically and Creatively 169
Strategy 7 Learn from Difficult Behaviors 203
Strategy 8 Lead and Coach for Transformation 241
Strategy 9 Explore Resistance and Negotiate Collaboratively 273
Strategy 10 Mediate and Design Systems for Prevention 301
The Authors 333
Index 335