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Florence M. Stone - How to Resolve Conflicts at Work

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Conflict isnt all bad. But when it leads to bad decisions, confusion, hostility, or a host of other workplace ills, its the worst thing that can happen to an assistants career. This user-friendly, how-to book not only helps assistants work well with others, but also shows how to work cooperatively and resolve conflict before it gets out of control. Theyll get down-to-earth, sensitive, practical advice on such matters as: * distinguishing personality conflicts from operational problems * knowing when its OK to be angry * why giving in is seldom the right thing to do * specific advice for handling whiners, know-it-alls, manipulators, and other pain-in-the-neck types * building strong, productive relationships with supervisors and coworkers.

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title How to Resolve Conflicts At Work Take-charge Assistant Book - photo 1

title:How to Resolve Conflicts At Work Take-charge Assistant Book
author:Stone, Florence M.
publisher:AMACOM Books
isbn10 | asin:0814479898
print isbn13:9780814479896
ebook isbn13:9780585019239
language:English
subjectConflict management.
publication date:1999
lcc:HD42.S76 1999eb
ddc:658.4/053
subject:Conflict management.
Page iii
How to Resolve Conflicts at Work
A Take-Charge Assistant Book
Florence M. Stone
AMACOM
American Management Association
New York Atlanta Boston Chicago Kansas City San Francisco Washington, D.C.
Brussels Mexico City Tokyo Toronto
Page iv
Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, an imprint of AMA Publications, a division of American Management Association, 1601 Broadway, New York, NY 10019. Tel.: 212-903-8316 Fax: 212-903-8083

This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought.
Library of Congress Cataloging-in-Publication Data
Stone, Florence M.
How to resolve conflicts at work : a take-charge assistant book/
Florence M. Stone
p. cm.
Includes index.
ISBN 0-8144-7989-8
1. Conflict management. I. Title.
HD42.S76 1999
658.4'053dc21Picture 2Picture 3Picture 4Picture 599-26325
Picture 6Picture 7Picture 8Picture 9Picture 10Picture 11CIP
1999 AMACOM, an imprint of AMA Publications,
a division of American Management Association
All rights reserved.
Printed in the United States of America.
This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, an imprint of AMA Publications, a division of American Management Association, 1601 Broadway, New York, NY 10019.
Printing number
10 9 8 7 6 5 4 3 2 1
Page v
CONTENTS
Preface: What's In It for Me?
xi
Section I Overview
1 How Do You Handle Conflict?
3
2 Keeping Emotions Under Control
14
3 Pro-Active Solutions
27
Section II Getting to the Heart of a Problem
4 Communication Gaffes
41
5 Personality Conflicts
53
6 Getting to the Problem
64
Section III Building Better Relationships
7 Boss/Office Professional Relationships
79
8 Dealing with Co-Workers
90
9 Good Customer Relationships
101
10 Defusing Team Conflicts
114
Epilogue
126
Index
133

Page vii
Dedicated to my sister,
Elsie Marion Stone
Page xi
PREFACE:
WHAT'S IN IT FOR ME?
Being an office professional isn't what it once was. Today, as an administrative employee, you have many more responsibilities than your predecessors had. What many of these responsibilities have in common is that they call for you to work with many more people than you did in the past. You now work directly not only with your own boss, her employees, and your own counterparts in other departments within your organization, but act as liaison between your boss and other managers and executives inside your organization. Among those outside your organization with whom you work directly are vendors, suppliers, and customers or representatives of client firms.
Increasingly, too, you are participating in team meetings not only with individuals from your own department but also persons at various levels in your organization in cross-functional teams.
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