Communication skills for surviving conflicts at work

Part 1 Putting Conflict into Perspective: The Fear and Loathing of Conflict; Getting a Handle on Conflict; Understanding What Causes Conflict; Determining When the Pain Pays Off ... Summary; Discussion Questions; Exercise - Case Study Revvisited. Part 2 Managing Your Immediate Responses to Conflict: Balancing Personal Ethics and Professional Obligations; Taking a Stand; Developing Communications skills to Handle Unexpected Conflicts; Coping with the Stress of Conflict; Summary; Discussion Questions; Exercises. Part 3 Dealing with Conflict in Work Teams: Recognising the Traits of Effective Work Teams; Understanding the Climate Surrounding Behaviour; Clarifying Goals and Identifying Hidden Agendas; Balancing Accomplishing the Task with Maintaining Unity; Managing Conflict as it Erupts in Groups; Summary; Discussion Questions; Exercises. Part 4 Managing Conflict when You Are ""in Charge"": What Is Power?; What Are the Sources of Power?; How do Tactics Combine Into Strategies?; How Do Effective Managers Use Power?; Summary; Discussion Questions; Exercises. Part 5 Negotiating Agreements: What Is Negotiation?; What Are the Obstacles to Effective Negotiations?; How Can You Plan for the Negotiation?; What Can You Expect During the Negotiation?; How Can You Balance Competition With Collaboration?; Summary; Discussion Questions. Part 6 Using Third Parties to Resolve Conflict: What Is Mediation?; What Is Arbitration?; What Is Litigation? ; Summary; Discussion Questions. Part 7 Managing Cultural Differences: What Is Culture?; What Differences Make a Difference?; How Can You Manage Cross-Cultural Differences?; How Can You Handle Differences Between Co-Cultures?; Summary; Discussion Questions; Exercises. Part 8 Finetuning Your Conflict Strategies: Understand the Nature of the Beast; Know Yourself; Consider the Context; Create Options for Acting; Understand the ""Other"" as Different, Not Deficient.

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Explaining communication skills that increase the likelihood of productive outcomes, this text shows how to make informed choices about what is under our control during conflict episodes - our own responses.