Jackie Keddy: A highly experienced mediator and grievance investigator, Keddy now practices as a consultant, and trainer. Her work as a conflict specialist draws on nearly 30 years' service with London's Metropolitan Police Service, in which she managed several specialist Crime Directorates and achieved the rank of Detective Chief Inspector. A winner of numerous awards and a popular conference speaker, Jackie is passionate about improving relationships in the workplace and providing practical tools for managers. Clive Johnson: Following a lengthy career in management consultancy, Clive now practices as a coach, consultant, and trainer. With Jackie Keddy, he is co-founder of the International Conflict Management Forum (www.conflictmanagementforum.org) and The Janus Partnership (www.thejanuspartnership.com), a consultancy and training organization exclusively dedicated to workplace conflict management. He regularly speaks and writes on conflict topics.
Inhaltsangabe
Acknowledgements 1 The nature of conflict The true cost of not managing conflict; What this book is about and how it's organized; What causes conflict?; Common triggers for conflict in the workplace; How conflicts often develop; Call in the lawyers; Should we be worried? 2 Deciphering conflict management What is conflict management?; What conflict management isn't; An anatomy of conflict management; Relationships between disputing parties and their perspectives; Models for approaching conflict management; Introducing 'RESOLVE' 3 Options for resolving conflict Taking stock of options; Horses for courses?; Why conflict management should be a concern for all managers; Approaches to mediation 4 RESOLVE - The Janus perspective Introduction; The Janus perspective; RESOLVES deciphered; RESOLVE revisited 5 Preventing conflict The mediator within every manager; Communication styles and manager choices; The power of language and its impacts; A manager's contribution to conflict; Recognizing and channeling constructive conflict; Prevention 6 Managing conflict from the front line A manager's role in dispute resolution; Managing developing disputes; Essential dispute resolution skills for resolving disputes; Listening between the words; When and what to escalate - and to whom; The seven rules of communication 7 Escalated dispute resolution A full-blown dispute; Stakeholder analysis; Engaging in inner circle; Criteria for closing out mediation; Mediation strategy and planning; Preparing for mediation; Perceptions, reality and lies; Emotional and psychological change; Recognizing when an alternative intervention is appropriate; Self-care for in-house mediator and coaches; When mediation ends without a resolution: litigation; The hope and the challenge of mediation 8 The practice of dispute resolution: critical encounters Introducing the conflict-busting 'micro-tool'; First principles of mediation; Common encounters; Interventions relevant for the stage mediation has reached; Two ears - one mouth 9 Strategic planning and conflict management A strategy for managing conflict; The meaning of 'strategy'; Key considerations for conflict management strategy; Planning implementation 10 Implementing a conflict management strategy The practicality of implementing a conflict management strategy; Addressing the training and development needs of conflict managers; Training and development for everyone; Supervision for in-house mediators; Resourcing the conflict management function 11 Monitoring and evaluation Monitoring; Evaluating conflict management strategy; Collective learning; The strategic context of conflict management Appendix 1: Conflict management micro-tools Appendix 2: Templates Appendix 3: Online resources References Index
Acknowledgements 1 The nature of conflict The true cost of not managing conflict; What this book is about and how it's organized; What causes conflict?; Common triggers for conflict in the workplace; How conflicts often develop; Call in the lawyers; Should we be worried? 2 Deciphering conflict management What is conflict management?; What conflict management isn't; An anatomy of conflict management; Relationships between disputing parties and their perspectives; Models for approaching conflict management; Introducing 'RESOLVE' 3 Options for resolving conflict Taking stock of options; Horses for courses?; Why conflict management should be a concern for all managers; Approaches to mediation 4 RESOLVE - The Janus perspective Introduction; The Janus perspective; RESOLVES deciphered; RESOLVE revisited 5 Preventing conflict The mediator within every manager; Communication styles and manager choices; The power of language and its impacts; A manager's contribution to conflict; Recognizing and channeling constructive conflict; Prevention 6 Managing conflict from the front line A manager's role in dispute resolution; Managing developing disputes; Essential dispute resolution skills for resolving disputes; Listening between the words; When and what to escalate - and to whom; The seven rules of communication 7 Escalated dispute resolution A full-blown dispute; Stakeholder analysis; Engaging in inner circle; Criteria for closing out mediation; Mediation strategy and planning; Preparing for mediation; Perceptions, reality and lies; Emotional and psychological change; Recognizing when an alternative intervention is appropriate; Self-care for in-house mediator and coaches; When mediation ends without a resolution: litigation; The hope and the challenge of mediation 8 The practice of dispute resolution: critical encounters Introducing the conflict-busting 'micro-tool'; First principles of mediation; Common encounters; Interventions relevant for the stage mediation has reached; Two ears - one mouth 9 Strategic planning and conflict management A strategy for managing conflict; The meaning of 'strategy'; Key considerations for conflict management strategy; Planning implementation 10 Implementing a conflict management strategy The practicality of implementing a conflict management strategy; Addressing the training and development needs of conflict managers; Training and development for everyone; Supervision for in-house mediators; Resourcing the conflict management function 11 Monitoring and evaluation Monitoring; Evaluating conflict management strategy; Collective learning; The strategic context of conflict management Appendix 1: Conflict management micro-tools Appendix 2: Templates Appendix 3: Online resources References Index
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