Managing Conflict

Title Page
Copyright
Contents
List of Figures
List of Tables
Acknowledgements
Introduction
PART ONE  Putting conflict into context
	01    What’s wrong with contemporary conflict management and what can organizations do about it?
		Putting conflict into context
		What is conflict?
		The two types of conflict
		Conclusion
		References
	02    The lifecycle of a conflict: How and why conflicts escalate
		Introduction
		The lifecycle of a conflict
		Conclusion
		Reference
	03    The causes and the sources of dysfunctional conflict
		Introduction
		The top 10 causes of dysfunctional conflict
		Note
		References
	04    Managing conflict: A legal perspective
		Introduction
		Mediation and employment law
		Mediation and the legal process – navigating through the quagmire
		Practical considerations
		Conclusion
		Notes
PART TWO  A practical guide to managing conflict
	05    Measuring the costs of conflict
		Introduction
		How to measure the cost and impact of conflict in your organization
		Undertaking your conflict analysis: a practical guide
		Notes
		References
	06    The psychology of conflict and conflict management
		Introduction
		Conflict and loss
		Introducing positive psychology
		How emotional intelligence is changing the way we handle conflict at work
		Conclusion
		References
	07    The resolution spectrum
		Introducing the resolution spectrum
		Mediation
		Conflict coaching
		Team conferencing
		Early neutral evaluation
		Conclusion
		Note
	08    Developing a resolution policy to replace your traditional grievance procedure
		The inception, design and implementation of a resolution policy
		The benefits of developing and embedding a resolution policy
		Conclusion
		Note
		The TCM model resolution policy template
	09    Mediation: An in-depth analysis
		Introducing mediation
		Introducing the FAIR Mediation Model™
		The mediation process
		The features, advantages and benefits of mediation
		Conclusion
		References
	10    How to develop an internal mediation scheme
		Introducing the internal mediation scheme
		The benefits of developing an internal mediation scheme
		Internal mediation scheme toolkit
		Note
		Reference
	11    Tackling bullying and harassment: From process to people
		Introduction
		What are bullying and harassment?
		How to tackle bullying and harassment in the workplace
		Conclusion
		Notes
		References
	12    Total conflict management: A whole-systems approach for preventing and resolving conflict
		Introduction
		What is TCM?
		Applying TCM in practice
		Notes
		References
	13    Managing workplace and employment disputes: An international perspective
		Introduction
		The United States
		Canada
		Europe
		Australasia
		Notes
		Reference
PART THREE  Resolution resources
	A quick conflict health check
	Working with feelings during conflict
	De-escalating strong emotions
	Ten-minute active listening technique
	Ten-factor Conflict Model™
	Managing conflict in teams
	Mediation: frequently asked questions
	Developing a conflict management strategy and embedding mediation
	How to set up a facilitated (roundtable) conversation
	A few facilitator dos and don’ts
	How to run a successful focus group
Conclusion
Glossary
Index
Backcover