A comprehensive, inclusive, and practical guide to preventing and managing every common source of conflict and dispute at work, whether involving leaders, managers, employees, customers, vendors, or regulators.
A comprehensive, inclusive, and practical guide to preventing and managing every common source of conflict and dispute at work, whether involving leaders, managers, employees, customers, vendors, or regulators.
Susan S. Raines, PhD,is a diplomat for the U.S. Department of State. She served as a Professor and Associate Director in the graduate program in International Conflict Management and Peacebuilding at Kennesaw State University for more than two decades providing consultation and services to corporate and governmental leaders focused on leadership coaching, strategic decision-making, culture change initiatives, training, team norm-building, change management, crisis negotiation, and scandal prevention and response. She has mediated more than 18,000 cases inside and outside of court systems, trained mediators worldwide, and coached executive leadership teams for Fortune 500 and international organizations. In addition to this text, she had authored more than 55 peer reviewed articles, served as the Editor-in-Chief for Conflict Resolution Quarterly f or twelve years, and co-authored Expert Mediators (with Jean Poitras). She has three wonderful adult children who served as a lab for her work, sometimes willingly.
Inhaltsangabe
List of Figures and Tables Introduction to the Third Edition Section I. Basic Conflict Management Knowledge and Skills 1 Manager Know Thyself: The Skills and Behaviors of Great Conflict Managers 2 Theory to Practice: The Root Causes and Cures of Conflict 3 The Power of Negotiation: Essential Concepts and Skills 4 The Alternative Dispute Resolution (ADR) Continuum 5 Managing across Cultures and Generations: Deeper Understanding Brings Maximal Performance Section II. The Prevention and Resolution of Internal Organizational Conflicts 6 Building Healthy Organizational Cultures: The Foundation of Success 7 Interpersonal Dispute Resolution at Work: Processes to Maximize Engagement, Decrease Attrition, and Increase Team Harmony 8 Leadership Amidst Chaotic Change: New Tools for a Transformed World 9 Dispute Systems Design for Organizational Justice & Proaction 10 The Ombudsman & Manager as Change Agents: Tools for Transformation Section III. The Prevention and Resolution of External Organizational Conflicts 11 Principles and Systems for Superior Customer Service and Customer Recapture 12 Public Policy Decision Making and Collaboration with Regulators 13 Improving Meetings and Large Group Decision-Making Processes Glossary of Key Terms References Index About the Author
List of Figures and Tables Introduction to the Third Edition Section I. Basic Conflict Management Knowledge and Skills 1 Manager Know Thyself: The Skills and Behaviors of Great Conflict Managers 2 Theory to Practice: The Root Causes and Cures of Conflict 3 The Power of Negotiation: Essential Concepts and Skills 4 The Alternative Dispute Resolution (ADR) Continuum 5 Managing across Cultures and Generations: Deeper Understanding Brings Maximal Performance Section II. The Prevention and Resolution of Internal Organizational Conflicts 6 Building Healthy Organizational Cultures: The Foundation of Success 7 Interpersonal Dispute Resolution at Work: Processes to Maximize Engagement, Decrease Attrition, and Increase Team Harmony 8 Leadership Amidst Chaotic Change: New Tools for a Transformed World 9 Dispute Systems Design for Organizational Justice & Proaction 10 The Ombudsman & Manager as Change Agents: Tools for Transformation Section III. The Prevention and Resolution of External Organizational Conflicts 11 Principles and Systems for Superior Customer Service and Customer Recapture 12 Public Policy Decision Making and Collaboration with Regulators 13 Improving Meetings and Large Group Decision-Making Processes Glossary of Key Terms References Index About the Author
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