Jerry Wisinski - Resolving Conflicts on the Job (Worksmart Series)

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title	:	Resolving Conflicts On the Job WorkSmart Series
author	:	Wisinski, Jerry.
publisher	:	AMACOM Books
isbn10 | asin	:	0814477992
print isbn13	:	9780814477991
ebook isbn13	:	9780585026060
language	:	English
subject	Conflict management.
publication date	:	1993
lcc	:	HD42.W573 1993eb
ddc	:	650.1/3
subject	:	Conflict management.

RESOLVING CONFLICTS ON THE JOB

The WorkSmart Series The Basics of Business Writing Commonsense Time Management Effective Employee Orientation Great Customer Service on the Telephone How to Speak and Listen Effectively Productive Performance Appraisals Resolving Conflicts on the Job Successful Team Building

RESOLVING CONFLICTS ON THE JOB Jerry Wisinski AMERICAN MANAGEMENT ASSOCIATION THE WORKSMART SERIES New York * Atlanta * Boston * Chicago * Kansas City * San Francisco * Washington, D.C. Brussels * Toronto * Mexico City

This book is available at a special discount when ordered in bulk quantities. For information, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. 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 Wisinski, Jerry. Resolving conflicts on thejob /Jerry Wisinski. p. cm. ISBN 0-8144-7799-2 1. Conflict management. I. Title. HD42.W573 1993 650. 1'3dc2093-9248 CIP 1993 AMACOM, a division of American Management Association, New York. 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, a division of American Management Association, 1601 Broadway, New York, NY 10019. Printing number 10 9 8

To My Mom and Dad

Page vii CONTENTS PREFACE ix CHAPTER 1 An Overview of Conflict 1 CHAPTER 2 Sources of Conflict in the Workplace 9 CHAPTER 3 Five Methods for Managing Conflict 17 CHAPTER 4 Communication Models for Resolving Differences 22 CHAPTER 5 Using Active Listening and Responding Skills for Resolving Differences 32 CHAPTER 6 Criticism and Conflict 38 CHAPTER 7 Assertiveness Theory and Conflict 47 CHAPTER 8 Matching Behavioral Styles to Manage Differences 55 CHAPTER 9 Managing Conflict Among Bosses, Peers, and Employees 61 CHAPTER 10 A Word About Team Building and Conflict 74

Page ix PREFACE All relationships, personal and professional, experience some kind of conflict. This is normal, natural, and sometimes even necessary for continued growth and development. Resolving Conflicts on the Job focuses on managing conflict in your professional life. However, many of the techniques described can be applied successfully in managing conflicts in your personal life as well. These techniques include: Sources of conflict Management methods Communication models

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