Listening to Conflict: Finding Constructive Solutions to Workplace Disputes [Hardcover]

Erik J. Van Slyke (Author)

Book Description

Publication Date: April 12, 1999

Covering the area of conflict in the workplace, this text seeks to show that the best way to solve such problems is not through persuading, arguing, or trying to win, but by practicing and perfecting the art of listening. The book supplies probing insights and step-by-step guidelines on how to develop effective listening skills, and arrive at constructive resolutions. The listening process is covered in full, and includes information on how to develop self-awareness, change the action/reaction cycle that leads us to impasses, and understand how listening fits into the collaborative resolution process.

Editorial Reviews

From Library Journal

We listen with only 25 percent efficiency, according to human resources consultant Van Slyke, and this listening inefficiency is the root of much unresolved conflict. He details a process for constructive dispute resolution, beginning with the suggestion that we get to know ourselves first, a step he sees as critical. Then follow Four Principles of Interaction; Six Levels of Listening; Four Steps to the Highest Level, Empathetic Listening; Three Obstacles to Effective Listening; and Six Steps of Collaboration. The presentation is highly organized, if a little dry. According to Van Slyke, empathic listeners hear both explicit and implicit messages, taking in not only words but also body language, intentions, and feelings. When they couple that level of understanding with their own self-awareness, they are ready for constructive conflict resolution, a process that Van Slyke calls supportive communication. Buried in all those lists are helpful suggestions for effective listening, and it is hard to dispute the importance of learning to listen at work and in life. Recommended for larger public and business libraries.Julie Denny, Alliance for Mediation & Conflict Resolution, Amenia, NY
Copyright 1999 Reed Business Information, Inc.

Book Description

A fresh new approach to resolving conflicts--your own and others'. Arguing, persuading, cajoling, sulking, bullying, stamping feet--in the midst of conflict, these tactics fall on deaf ears. Literally. There's just nobody listening. And yet listening--on the part of both parties involved in the conflict--is the key to finding constructive resolutions. This unique book helps managers, team leaders, human resources professionals, and others successfully resolve conflicts by practicing and perfecting the art of listening. Filled with original models and tools, it explains how to: * Develop self-awareness, or "listening to ourselves," to set the stage for better relationships * Change the action/reaction cycle that leads to an impasse during a dispute * Use empathetic listening techniques to convey understanding and encourage open communication * Understand how listening fits into the collaborative resolution process * Create a culture of constructive conflict, and more.

--This text refers to the Paperback edition.

See all Editorial Reviews

Product Details

• Hardcover: 216 pages
• Publisher: AMACOM; 1 edition (April 12, 1999)
• Language: English
• ISBN-10: 0814404294
• ISBN-13: 978-0814404294
• Product Dimensions: 9.1 x 6.2 x 1 inches
• Shipping Weight: 1.1 pounds
• Average Customer Review: 4.7 out of 5 stars  See all reviews (11 customer reviews)
• Amazon Best Sellers Rank: #1,584,262 in Books (See Top 100 in Books)

More About the Author

Erik Van Slyke is the founder and managing director of Solleva Group where he advises some of the world's leading organizations how to plan for, implement and manage change. The author of the award winning Listening to Conflict (AMACOM Books), his articles and quotes on change, listening and human resource management have appeared in publications that include the Wall Street Journal, the LA Times, the Chicago Tribune.

Customer Reviews

Most Helpful Customer Reviews

5 of 5 people found the following review helpful:

5.0 out of 5 stars Transformed my work and personal relationships, March 19, 2000

By A Customer

This review is from: Listening to Conflict: Finding Constructive Solutions to Workplace Disputes (Hardcover)

Van Slyke's inside-out approach to conflict management and resolution has not only improved my ability to manage and resolve work conflict, but it also has substantially enriched all my relationships. It taught me to be more aware of the reasons I was in conflict to begin with, starting with my own feelings about the situation, and how that impacts resolution. Most importantly it taught me to stop strugling to prove my point! Instead I've learned to use listening to create a more effective dialog that lets solutions appear naturally and positively.

2 of 2 people found the following review helpful:

3.0 out of 5 stars Benefit of reading lies in practical application, February 28, 2006

By 

BusinessBookMindMap_com "Mind Mapper" (Los Angeles, CA) - See all my reviews

This review is from: Listening to Conflict: Finding Constructive Solutions to Workplace Disputes (Hardcover)

I work for a book summary company. One of the books selected for summary is this book.

Wherever two human beings interact, conflict is bound to happen and therefore in organizations where people from different backgrounds and personalities intermingle, disputes are more likely to occur. This is because each one wants to hold on to his/her stand and consider accepting other points of view as clear surrender. However, Erik Van Slyke provides a meaningful guide to understanding conflict and how best to approach for ultimate resolution. Biases and prejudices give rise to incompatibility but self-awareness leads to self-mastery, which is at the base of efficient conflict resolution. Detailing the fine art of listening and the many obstacles as well as steps for collaboration and principles of interaction, the book examines all these issues capably using exercises, examples and models. By applying and observing these practices, you could help resolve conflicts at workplace and even play a neutral referee between disputing parties. Indeed the author emphasizes the need for viewing conflicts as constructive opportunities to exchange information and differing viewpoints so as to arrive at a collaborated understanding. Perhaps the benefit of reading this book lies in actually applying and implementing the guidelines provided. It definitely is worth trying.

1 of 1 people found the following review helpful:

5.0 out of 5 stars Highly Recommended, February 12, 2010

By 

J. Martz (New Jersey) - See all my reviews
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This review is from: Listening to Conflict: Finding Constructive Solutions to Workplace Disputes (Paperback)

This book offers a number of tools you can apply immediately to help with conflicts at work. The examples are practical and can even be used as the scripts for your conversations. The first part of the book challenges you to look at yourself. It helps you understand how your emotions affect, and may even create, conflict in your life. With that as your starting point, the listening approach really makes sense. It's great for work cultures that avoid or have difficulty dealing with conflict. I highly recommend this book!