Includes index.
Understand the culture and context of conflict
Listen actively, empathetically, and responsively
Acknowledge and integrate emotions to solve problems
Search beneath the surface for hidden meaning
Separate what matters from what's in the way
Stop rewarding and learn from difficult behaviors
Solve problems creatively, plan strategically, and, negotiate collaboratively
explore resistance, mediate, and design systems for prevention and resolution.
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Resolving conflicts at work : eight strategies for everyone on the job by Ken Cloke. ISBN 9780787980245. Published by Jossey-Bass in 2005. Publication and catalogue information, links to buy online and reader comments.
