Resolving Conflicts at Work is a guide for preventing and resolving conflicts, miscommunications, and misunderstandings at work, including dozens of techniques for revealing how the inevitable disputes and divisions in the workplace are actually opportunities for greater creativity, productivity, enhanced morale, and personal growth. In the third edition of this text, all chapters are completely infused with additional content, updated examples, and new case studies. Like its predecessors, it identifies core strategies for preventing and resolving both intermittent and chronic conflicts in the workplace. In addition, the book

This definitive and comprehensive work provides a handy guide for managers, employees, union representatives, human resource experts, and consultants seeking to maintain stable and productive workplaces.

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 ofMediating 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 ofResolving Personal and Organizational Conflicts, The Art of Waking People Up, andThe End of Management.

Foreword Conflict: An Opportunity for Leadership ByWarren 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