Mediation For Managers: Getting Beyond Conflict to Performance (People Skills for Professionals) [Paperback]

John Crawley (Author), Katherine Graham (Author)

Book Description

Series: People Skills for Professionals | Publication Date: May 29, 2002

Mediation is a highly effective method of reducing conflict, resolving disputes, and building a productive workplace. Mediation for Managers: Resolving Conflict and Rebuilding Relationships at Work focuses on conflict resolution strategies and takes these skills out of the classroom and puts them directly where they are needed most: in the hands of managers. This accessible and practical toolkit provides exercises, case studies, and mediation techniques that will enable you to become an effective mediator at work. John Crawley and Katherine Graham walk you through the four main conflict management styles-Avoider, Controller, Accommodator and Collaborator-and the steps in the mediation process itself, including separate sessions with each party, an assessment of the situation, and a joint meeting. With in-depth explanations on each step and concrete examples of high-conflict situations, you will get practical advice on the best approaches and skills needed to be an effective mediator. You will develop day-to-day mediation skills, including ways to handle isms (racism, sexism, ageism, etc.), and learn to how to bring positive outcomes from a wide range of interpersonal disputes, like customer complaints, grievances, bullying, and harassment. Learn to take the adversity out of diversity by offering people an alternative to formal complaints and grievances. Improve your bottom line by eliminating stress, illness, and staff loss that result from conflict. Rebuild relationships by refocusing people on their core tasks. Stimulate healthy change by bringing positive effects out of managed conflicts. As a mediating manager, you can deal with different demands, personalities, and behaviors while setting a positive example and hugely enhance your value to colleagues on both a professional and personal level!

Editorial Reviews

Review

"An excellent, informative book, filled with highly detailed guidelines. Highly recommended." -- Stern's Management Review

"Indispensable for managers who need a reference for working on a problem quickly." -- INDEPENDENT MEDIATION PRACTITIONER, April 2002

"There is something in here for all managers who find themselves faced with conflict." -- David Wyatt - Research Director, GlaxoSmith Kline, Inc.

From the Publisher

From employee violence to counterproductive territorial wars, the need for workplace mediation skills has never been more critical and more in demand. Now the author of Constructive Conflict Management, one of the best-known books in dispute resolution, delivers this practical toolkit to become an effective mediator at work. Packed with real-life examples, case studies and tools, MEDIATION FOR MANAGERS goes beyond conventional techniques of resolving conflict to map out the mediation process step-by-step. It describes the management style and core skills required at each stage and illustrates mediation in action in the workplace—between co-workers, managers and direct reports, and customers and corporate staff.

See all Editorial Reviews

Product Details

• Paperback: 256 pages
• Publisher: Nicholas Brealey Publishing; 1 edition (May 29, 2002)
• Language: English
• ISBN-10: 1857883152
• ISBN-13: 978-1857883152
• Product Dimensions: 9.1 x 7.5 x 0.8 inches
• Shipping Weight: 9.6 ounces
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #1,265,578 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars Highly Recommended!, May 7, 2004

By 

Rolf Dobelli "getAbstract" (Switzerland) - See all my reviews
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This review is from: Mediation For Managers: Getting Beyond Conflict to Performance (People Skills for Professionals) (Paperback)

John Crawley and Katherine Graham provide an excellent introduction to mediation for managers who are unfamiliar with this technique. The book may seem basic to experts, though its useful examples of mediation practices at work will help even experienced practitioners. This is a clearly written (complete with British vocabulary idiosyncrasies), well-organized resource for company owners, managers and supervisors, though they may need additional practice before applying these techniques. The authors describe the basic categories of conflict resolution methods, though they might have included the well-known Thomas-Kilmann categories of conflict resolution styles - an approach that also includes compromise. Otherwise, we feel no conflict at all in highly recommending this solid, hands-on book.