The Complete Guide to Conflict Resolution in the Workplace (Hardcover)

by Marick F. Masters (Author), Robert R. Albright (Author)

Editorial Reviews

Product Description
People thrive on conflict in most areas of their lives--football games, political debates, legal disputes--yet steer clear from workplace conflicts.

But conflict is actually a healthy way to challenge the existing order and essential to change in the workplace. The real problem is not conflict per se, but managing conflict.

This authoritative manual explains step by step how to design a complete conflict resolution system and develop the skills to implement it. Packed with exercises, case studies, and checklists, the book also supplies:

* an overview of workplace conflict * diagnostic tools for measuring it * techniques for resolving conflict, such as negotiation, labor/management partnerships, third-party dispute resolution, mediation, arbitration, more.

Book Description

"People thrive on conflict in most areas of their lives--football games, political debates, legal disputes--yet steer clear from workplace conflicts.

But conflict is actually a healthy way to challenge the existing order and essential to change in the workplace. The real problem is not conflict per se, but managing conflict.

This authoritative manual explains step by step how to design a complete conflict resolution system and develop the skills to implement it. Packed with exercises, case studies, and checklists, the book also supplies:

* an overview of workplace conflict

* diagnostic tools for measuring it

* techniques for resolving conflict, such as negotiation, labor/management partnerships, third-party dispute resolution, mediation, arbitration, more."

See all Editorial Reviews

Product Details

• Hardcover: 368 pages
• Publisher: AMACOM (May 13, 2002)
• Language: English
• ISBN-10: 0814406297
• ISBN-13: 978-0814406298
• Product Dimensions: 9.9 x 7.2 x 1.1 inches
• Shipping Weight: 1.8 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)
• Amazon.com Sales Rank: #269,620 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

14 of 15 people found the following review helpful:

5.0 out of 5 stars Comprehensive Resource, July 27, 2002

By	Roger E. Herman (Greensboro, NC USA) - See all my reviews (TOP 1000 REVIEWER)    (REAL NAME)

There are all sorts of opportunities for conflict in the work environment. Personal issues, varying perspectives, separate agendas, labor issues, and mental difficulties. When conflict escalates to violence-from shouting to shooting, it's time to start paying attention to the problem.

Marick Masters is the Executive Director of the Center on Conflict Resolution and Negotiation at the University of Pittsburgh. Robert Albright is also a professor in the field and both have done their share of corporate consulting. They obviously know their topic. The author suggest that conflict occupies thirty percent of a manager's time, so streamlining the process of dealing with conflict-and improving effectiveness-can be a significant value for an employer.

This book is worthwhile as a read-through and as a reference text. Executives, human resource professionals, consultants, and behavioral scientists working in the organizational arena will be delighted with the presentation of the material. It's surprisingly readable and, thanks to some good design, is easy on the eyes. Decent-sized type and open leading are a welcome benefit.

The book is organized into five parts. The first, appropriately, Getting a Handle on Workplace Conflict, has chapters on understanding, diagnosing, and dealing with conflict. The second section explores alternative resolution methods: negotiation, facilitation, mediation, arbitration, and potpourri. Lots of understandings here. Part 3, Special Topics, gets into Confronting Workplace Violence, EEO Disputes, Unions, and international issues. Part 4 takes the reader through the how-to of establishing an Integrated Conflict Resolution System, Education, and Training. The last section provides a brief map and guide, summarizing the essence of the book.

There are two appendices in this publication. The first gives the solutions to the twenty exercises in the chapters. The other offers a simulation of an EEO Mediation. The source list is a special treasure-a dozen pages of books, journals, web sites, and government publications to open more doors to learning for readers.

Everything you wanted to know in this field-if it's important in the workplace-is between the covers of this book. Certainly recommended for those responsible for keeping conflict at a minimum in any organization.