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More About This Title Resolving Conflicts at Work: Eight Strategies forEveryone on the Job (Revised Edition)
Joan Goldsmith, Doctor of Humane Letters, has been an organizational consultant and educator for more than thirty years, specializing in leadership, development, organizational change, conflict resolution, and team building. Cloke is the author of Mediating Dangerously, and Kenneth Cloke and Joan Goldsmith are the authors of Resolving Personal and Organizational Conflicts, The Art of Waking People Up, and The End of Management.
Introduction: Eight Strategies to Move from Impasse to Transformation.
Strategy One: Change the Culture and Context of Conflict.
Strategy Two: Listen Actively, Empathetically, and Responsively.
Strategy Three: Acknowledge and Integrate Emotions to Solve Problems.
Strategy Four: Search Beneath the Surface for Hidden Meaning.
Strategy Five: Separate What Matters from What Gets in the Way.
Strategy Six: Stop Rewarding and Learn from Difficult Behaviors.
Strategy Seven: Solve Problems Creatively, Plan Strategically, and Negotiate Collaboratively.
Strategy Eight: Explore Resistance, Mediate, and Design Systems for Prevention and Resolution.
About the Authors.
"A gold mine of wisdom about how to resolve our conflicts at work."
--William Ury, author, Getting Past No and coauthor, Getting to Yes
"The brilliance of this book is that its lessons apply in any workplace setting."
--Blenda J. Wilson, president and CEO, The Nellie Mae Foundation