Conflict 101: A Manager's Guide to Resolving Problems So Everyone Can Get Back to Work [Paperback]

Susan H. Shearouse (Author)

Book Description

Publication Date: May 11, 2011

We all know conflict is unavoidable...especially in the workplace. Whether it's a fight over resources, a disagreement about how to get things done, or an argument stemming from perceived differences in identities or values, it's a manager's role to navigate relationships, and build compromises and collaborations. Conflict 101 gives readers the tools they need to ensure not only that employees get backon track, but that disagreements breed positive results. Readers will learn how to: Build trust Harness negative emotions Encourage apologies and forgiveness Use a solution-seeking approach Say what needs to be said Incorporating anecdotes taken farom the author's twenty years of experience as a conflict resolution professional, the book helps readers more deeply understand how conflict is created, how to respond to it, and how to manage it more effectively.

Editorial Reviews

Book Description

We all know conflict is unavoidable…especially in the workplace. Whether it’s a fight over resources, a disagreement about how to get things done, or an argument stemming from perceived differences in identities or values, it’s a manager’s role to navigate relationships, and build compromises and collaborations.

Conflict 101 gives readers the tools they need to ensure not only that employees get back on track, but that disagreements breed positive results. Readers will learn how to:

• Build trust

• Harness negative emotions

• Encourage apologies and forgiveness

• Use a solution-seeking approach

• Say what needs to be said

Incorporating anecdotes taken from the author’s twenty years of experience as a conflict resolution professional, the book helps readers more deeply understand how conflict is created, how to respond to it, and how to manage it more effectively.

From the Back Cover

Whenever human beings interact, it’s inevitable that conflict—when what one person wants, needs, or expects interferes with what others want, need, or expect—will bubble up to the surface…and no more so than at the office. Whatever the cause, it’s your job as a manager to ensure that these ripples of discord don’t lead to a lack of productivity, increased employee turnover and absenteeism, and other natural consequences of workplace friction.

Conflict 101 gives you the tools you need to navigate relationships, build compromises and collaborations, and not only get your people back on track, but channel the energy of disagreements into positive results. You’ll discover practical, immediately usable ways to:

• build trust among coworkers

• harness negative emotions

• encourage apologies and forgiveness, and

• use a solution-seeking approach to resolving employee differences

• say what needs to be said in any situation involving interpersonal tension.

Whether it’s a disagreement about processes, factionalism over where money and staff will come from, or the byproduct of complicated relationships or differences stemming from iden­ti­ties or values, it’s imperative that you stem the tide of conflict and keep your people focused.

Advance Praise for Conflict 101

“Susan Shearouse's magnificent Conflict 101 provides the essential tools for improving our working relationships. Her humor and wisdom make this book a powerful guide. A joy to read!” — Robert Maurer, Ph.D., Faculty, UCLA and University of Washington Schools of Medicine; author of One Small Step Can Change Your Life

“Workplace conflict is pervasive and effective skills to intervene are too often limited. This is an especially valuable resource for employees and supervisors facing the challenges of managing conflict. It is engagingly written, grounded with real experiences in the field.” — Sandra I. Cheldelin, Vernon M. and Minnie I. Lynch Professor, Institute for Conflict Analysis and Resolution, George Mason University

SUSAN H. SHEAROUSE has a Masters Degree in Conflict Resolution and served as Executive Director of the National Conference on Peacemaking and Conflict Resolution. Her clients have included Lockheed Martin, Philip Morris, the IRS, the US Environmental Protection Agency, the US Army Corps of Engineers, and many others.

See all Editorial Reviews

Product Details

• Paperback: 272 pages
• Publisher: AMACOM (May 11, 2011)
• Language: English
• ISBN-10: 0814417116
• ISBN-13: 978-0814417119
• Product Dimensions: 6.1 x 0.8 x 9 inches
• Shipping Weight: 1 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #187,032 in Books (See Top 100 in Books)

More About the Author

Susan Shearouse has over twenty years experience helping people resolve their differences, improve their organizations, and lead more effectively. Her expertise is in improving working relationships, creating a safe place for thorny conversations, managing strong emotions, and providing collaborative problem-solving processes.

Susan often explains that she earned a life degree in conflict - on the job, at home and in her community. When she decided there must be a better way, she entered a Master's degree program in conflict resolution at George Mason University.

After finishing that program in 1988, Susan applied her academic knowledge to real world challenges inside government agencies and major corporations as well as small businesses and nonprofit organizations.

Read more about my background and experience at www.frameworksforagreement.com

Read about my interview with Anita Bruzzese at USA Today, in her column:
http://www.usatoday.com/money/jobcenter/workplace/bruzzese/2011-06-15-get-along-with-co-workers_N.htm

Most Helpful Customer Reviews

3 of 3 people found the following review helpful

5.0 out of 5 stars Insightful methods for dealing with conflict May 6, 2011

By John Chancellor TOP 500 REVIEWERVINE™ VOICE

Format:Paperback

I am not quite certain what I had expected when I started reading this book. But I was very pleasantly surprised at the value of the content. The sub-title calls the book "A manager's guide to resolving problems." The primary focus is on conflicts at work and how managers can effectively deal with them. That really does a disservice to the book. Conflicts are not limited to the workplace and the methods to deal with conflicts work universally.

While we may not be able to predict when or where conflicts will occur, we can be certain that we will all encounter them. The question is not if, but when and how often. So it is very important that we all learn to recognize the different ways that conflicts arise, the different levels of conflict and the most effective ways to deal with them.

As Daniel Goleman has pointed out, some 80 % of the success of managers is attributed to their social/emotional intelligence. Therefore effectively dealing with conflict has a major and direct bearing on the success (or lack of success) of managers. But dealing with conflict is not limited to our employment. We encounter conflict in our community, our social organizations and in our family lives. The better we are able to effectively deal with conflict, the more successful all our relationships will be.

It has been estimated that "42% of a manager's time is spent addressing conflict in the workplace." This is startling and should be a huge wake-up call for management. Conflict results in lost productivity and as a result lost revenue. From a management viewpoint, this is one of the most lucrative areas for profit improvement.

As you would expect from a book with a title Conflict 101, in Part I, the book starts off by defining conflict and what gets in our way. There are built in barriers that get in our way when trying to resolve conflicts. One is fear. Fear keeps us stuck, tied to the way we have always done things. Another barrier is blame. "If we can pin the blame on someone or something else, then we don't have to deal with it anymore - it's their fault, not ours.

In Part ll of the book, Susan Shearouse, the author, helps us to understand the dynamics of conflict. Here she goes into the five levels of conflict. The levels go from problems to solve to intractable situation. In the highest level, both parties are stuck, unwilling to listen or change their position and need an outside mediator - often a court - to resolve the dispute. She also addresses how we respond to conflict and addresses some other considerations.

Part lll discusses the keys to resolving conflict and Part IV brings it all together.

Ms. Shearouse is mediator and the book is filled with real life examples of conflict. She often explains the theory and then gives a concrete example to improve our understanding.

There is an excellent section on listening. I believe that we all would get along much better at work and in life if we would simply read and apply the lesson in the chapter on listening.

Scattered throughout the text are wonderful quotations related to the concept being discussed. These little quotes really add to the book because they often capture the essence of the lesson in a few well chosen words.

The book is extremely easy to read, it flows very well. You will gain a much better appreciation and understanding of conflict and the most effective ways to deal with it.

Reading and applying the lessons in this book will definitely improve your managerial skills and your relationships. Highly recommended for anyone who wants to get along better with others and improve their influence.

2 of 2 people found the following review helpful

5.0 out of 5 stars useful information and techniques for workplace and everyday life May 30, 2011

By Dena Feldman

Format:Paperback

Conflict 101 by Susan Shearouse is a must-read not only for managers, whether new or experienced, but also for anyone who interacts with others. Ms. Shearouse describes various workplace conflicts that a reader can easily relate to, and discusses common factors underlying conflicts. Use of Ms. Shearouse's insightful information and practical suggestions for conflict resolution creates an environment conductive to a more cohesive and productive workplace. In addition, knowledge gained from the book is valuable for everyday life, not just work situations.

2 of 2 people found the following review helpful

5.0 out of 5 stars Words of Wisdom & Experience From One of the Best May 23, 2011

By Mark C. Hopson

Format:Paperback|Amazon Verified Purchase

I've had the privilege of working personally with Susan Shearouse on several different projects resolving conflicts and disputes in a workplace setting. Each time she has brought a considerable amount of experience, foresight, and wisdom to each of these situations.

Before Susan got involved, these situations were seen by the people entangled in them as as unsolvable, devastating, and catastrophic messes that leave professional and personal scars. Many books on conflict theory seem to be written with the express purpose of being confusing or with the intention of seeming overly academic for the sake of complexity. But as the poet Charles Bukowski eloquently put it, "An intellectual says a simple thing in a hard way. An artist says a hard thing in a simple way."

With a great artistry, Susan is able to convey revolutionary ways of framing situations and understanding complex human situations in a simple, accessible way. Whether you are a manager of people, an employee with very few or a great many co-workers, or even an experienced practitioner in the field of resolving conflicts; you will be able to garner some pearl of wisdom or way of seeing things that you did not have before reading this book.

I would highly recommend it as a field guide to simplifying your 9 to 5 life for many years to come!