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Conflict Management for Managers Resolving Workplace Client and Policy Disputes 2nd Edition by Susan S Raines ISBN 1538119935 978-1538119938

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Product details:

ISBN 10: 1538119935 

ISBN 13: 978-1538119938

Author: Susan S. Raines 

Conflict Management for Managers: Resolving Workplace, Client, and Policy Disputes provides current and future organizational leaders with the knowledge and skills necessary to prevent and manage every common source of conflict faced at work. Great managers and leaders understand they must communicate effectively, lead diverse teams, provide effective feedback, meet customer expectations, attend to organizational culture, and proactively manage relationships with vendors and regulators. This text provides skill-building exercises to help you lead effective meetings, build strong teams, conduct performance appraisals that motivate team members, coach employees and other managers through difficult times, and craft a positive brand image for both your organization and your own career.

The text is divided into three sections: Conflict Management & Collaboration basics, including assessments designed to rate your current skills and set goals for growth; Strategies for preventing conflicts inside your work teams and organizations, including tips for giving feedback, motivating team members, and creating positive organizational cultures; and Processes and skills for enhancing relationships with external stakeholders such as customers, vendors, and regulators. Thoroughly updated, this new edition incorporates a greater number of skill-building exercises, discussion questions, and goal-setting suggestions to allow for the active transition of these skills from the printed page into your daily work life.

Table of contents:

Section I: Basic Conflict Management Knowledge & Skills

Chapter 1: Manager Know Thyself: The skills and behaviors of great conflict managersChapter 2: Practical Conflict Theory: Conflict’s origins, escalation and de-escalationChapter 3: The Power of NegotiationChapter 4: Mediation, Arbitration and other processes within the Alternative Dispute ResolutionContinuumChapter 5: Embracing Diversity, Inclusion & Intercultural Communication Skills for the 21stCentury OrganizationSection II: The Prevention and Resolution of Internal Organizational ConflictsChapter 6: Building & Sustaining a Conflict Competent Organizational CultureChapter 7: Reducing Employee Conflict: Performance Reviews, Turnover, Motivation and Working with UnionsChapter 8: Leadership: Creating Collaborative Teams and OrganizationsChapter 9: Designing Conflict Prevention and Early Resolution SystemsChapter 10: Ombudsman at Work: Coaching, Training; and Shaping OrganizationsSection III: The Prevention and Resolution of External Organizational ConflictsChapter 11: Principles and Systems for Superior Customer Service and Customer RecaptureChapter 12: Conflict & Collaboration between Regulators and Regulated Entities: Environmental and Public Policy Conflict Resolution: Trends and Best PracticesChapter 13: Facilitation: Meeting Management & Large Group Decision-making processes

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Tags: Susan S Raines, Conflict, Management, Managers, Resolving, Workplace, Client, Policy, Disputes