The classic text on resolving workplace conflicts, fully revisedand updatedResolving Conflicts at Work is a guide for preventing andresolving conflicts, miscommunications, and misunderstandings atwork, including dozens of techniques for revealing how theinevitable disputes and divisions in the workplace are actuallyopportunities for greater creativity, productivity, enhancedmorale, and personal growth. In the third edition of this text, allchapters are completely infused with additional content, updatedexamples, and new case studies. Like its predecessors, itidentifies core strategies for preventing and resolving bothintermittent and chronic conflicts in the workplace. Inaddition, the book* Includes a new foreword by Warren Bennis, which represents hismost recent thinking about judgment calls and candid communicationsin the workplace* Presents new chapters on leadership and transformationalconflict coaching, and organizational systems designThis definitive and comprehensive work provides a handy guidefor managers, employees, union representatives, human resourceexperts, and consultants seeking to maintain stable and productiveworkplaces.

Foreword Conflict: An Opportunity for Leadership By Warren Bennis viiAcknowledgments xiiiIntroduction Ten Strategies for Everyone on the Job xvStrategy 1 Understand the Culture and Dynamics of Conflict 1Strategy 2 Listen Empathetically and Responsively 29Strategy 3 Search Beneath the Surface for Hidden Meanings 63Strategy 4 Acknowledge and Reframe Emotions 93Strategy 5 Separate What Matters from What Gets in the Way 131Strategy 6 Solve Problems Paradoxically and Creatively 169Strategy 7 Learn from Difficult Behaviors 203Strategy 8 Lead and Coach for Transformation 241Strategy 9 Explore Resistance and Negotiate Collaboratively 273Strategy 10 Mediate and Design Systems for Prevention 301The Authors 333Index 335