Revised edition of the author's Conflict management for managers, c2013. Includes bibliographical references and index.
Contents:
Basic conflict management knowledge & skills. Manager know thyself : the skills and behaviors of great conflict managers ; Theory to practice : the root causes and cures for conflict ; The power of negotiation : essential concepts and skills ; The alternative dispute resolution process continuum ; Embracing diversity, inclusion, and intercultural communication skills for the 21st century organization -- The prevention and resolution of internal organizational conflicts. Organizational culture : the cornerstone of success ; Reducing employee conflict : performance reviews, turnover, motivation and working with unions ; Leadership : creating collaborative teams and organizations ; Organizational dispute system design ; The Ombudsman at work : coaching, facilitating, training, and shaping organizations -- The prevention and resolution of external organizational conflicts. Principles and systems for superior customer service and customer recapture ; Public policy decision making and collaboration ; Facilitating meetings and large group decision-making processes.
This resource is supported by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act as administered by State Library of Iowa.