14 of 14 people found the following review helpful
on June 25, 2000
An excellent book for every manager seeking an approach to managing conflict. The book is written with the understanding that one can't always resolve conflict. However, a five step process is given which allows for it's successful managing. Through Assessment, Acknowledgement, Attitude, Action and Analysis (5A's) the reader will form a firm base to anticipate and management conflict. The chapters on gender differences, cross-cultural awareness and how writing styles cause conflict are very timely.