About The Book.
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Managing Conflict at Work provides practical guidance on how to prevent, contain and resolve conflict in the work place. It demonstrates how effective conflict management can have a powerful impact on the way organisations channel their energies, encourage positive mindsets and build stronger and happier workforces. Putting the cost of rising conflict in context with recessionary times, it looks beyond individual cases to issues such as workforce motivation and corporate responsibility. Considering the needs of HR professionals, line managers, coaches, mediators and dispute resolution specialists alike, the authors provide a wide range of practical techniques, tools and templates to support individuals who need to facilitate the resolution of employee disputes, as well as identifying, stemming and controlling unhealthy conflict at the front end. Including international case studies, extensive appendices of templates, tools and forms (such as stakeholder analysis, mediation in-take forms and reflective questioning prompts), Managing Conflict at Work provides practical support to ensure that your company prevents disputes and stays within the law. Order your copy directly from Kogan Page by clicking here. Praise for Managing Conflict at Work: “This easy-to-read book presents effective conflict management as a combination of good communication, emotional intelligence and common sense–underpinned by the appreciation of sound techniques. It’s a practical read packed with solid information, diagrams, tables and clear definitions. It also covers training for roles such as informal mediator and skills for giving testimony at employment tribunals. Essential reading for managers.” Star rating: &diams&diams&diams&diams&diams Professional Manager “This is an excellent book which combines clarity of expression with solid information, presented in an easy-to-read format. Clear definitions outlining what conflict management comprises are included and the reader is taken through processes and theories, including the important starting point, how to avoid it in the first place! A number of case studies present circumstances flagging up issues that initially might not be considered as a precursor of conflict, annual to stress the response abilities not only management, but everyone else to consider these. Effective conflict management is presented of a combination of good communication, emotional intelligence and common sense, underpinned by the application of sound techniques. These are illustrated using a combination of diagrams, tables (e.g. advantages versus disadvantages of options), and guidance on using result techniques and conflict management ‘micro-tools’. A useful chapter on implementing a conflict management strategy addresses the practical aspects of doing this, including the training of staff at all levels and roles such as informal mediator, but also in the more specific skills of giving testimony at employment tribunals. Johnson and Keddy make the important point that the required qualities they list are important qualities for managers to have in their day-to-day work, identifying high levels of emotional intelligence as particularly crucial in this role. This book is essential reading for everyone, and should be required reading for those with any management responsibility at any level.” PM rating: &diams&diams&diams&diams&diams Chartered Management Institute “An interesting example of a esoteric work experience feeding into a practical guide to interpersonal skills…The authors are a former Detective Chief Inspector at London's Metropolitan Police Service and a management consultant. This book does a good job replicating the feel of being instructed in person by specialist coach, cautiously and patiently explaining what are, in fact, quite nuanced and complicated theories of the ways in which we behave. Organisational change can lead to interpersonal stress, and the spread of social media seems to have made room for more, not less, misunderstanding at work. It is unusual for a management book to combine neuro-linguistic programming and organisational theory; the expertise at the authors disposal enables this approach, and the reader will certainly not feel short-changed in terms of intellectual stimulation. Managing Conflict at Work is particularly illuminating on how conflict management has a wider impact on the health of the organisation, and on the role of communication in facilitating mediation and resolving disputes…This book represents a valuable addition to any team leader’s library.” Communication Director “Written by two experienced consultants who have combined their significant professional knowledge to deliver a useful, informative and enjoyable read…this book provides a step-by-step blueprint for effective conflict management. Peppered with many amusing and apposite case studies and stories to help explain the micro skills and methods it outlines…this has a very useful application for those looking to link other relevant policies, such as equality, disciplinary, grievance and bullying…there might be a good business case to make with regard to implementing the suggested list of training and development needs…a good buy for those who specialize in mediation or dispute resolution or who are looking to move into this area.” People Management “With an abundance of useful models and metaphors, Johnson and Keddy bring the world of workplace conflict management alive for every audience. Overall an excellent treatment of a subject all too readily sensationalized or written from a victim perspective.This grown up grounded approach will help all practitioners in the field.” Dr John McGurk, Adviser: Learning and Talent Development, HR: Practice Development Team, Chartered Institute of Personnel and Development “Those who believe that ‘managing conflict’ is all about mediation should have their horizons broadened by reading this book – and, since the whole issue of workplace conflict doesn’t get the profile it deserves when it comes to training and development, this book should warrant wide and careful readership.” e-learning centre “A very compelling, engaging and highly practical treatment of a critically important subject. This book should be a part of the essential library of any HR professional or line manager. Highly recommended.” HR Director “This book ‘gets it’ – it articulates basic truths and insights into human nature and behaviour which those involved in workplace disputes have observed all too often. My only worry is that the authors will put employment lawyers out of business!” Gary Freer, Partner in Employment Law, McGrigors LLP "What could be better than the opportunity to be guided through the whole process by two experts in this field? This one handy tome… present[s] all you need to know about preventing and sorting out disputes, disagreements and conflicts…if the worst comes to the worst you couldn't have a better text-book than this to guide you through what you need to do…All very logically laid out, the authors' expertise shines through the 260 packed pages…this is a serious and insightful text that is as much dedicated to conflict prevention as to promoting and providing the knowledge and tools for everyone to effectively understand and manage conflict at work…The best endorsement for Managing Conflict at Work is to buy your own copy now and be prepared! Highly recommended" Winspiration Book of the Month. “Practical guidance on…encouraging positive mindsets and building stronger and happier workforces.” Better Business Focus Book of the Month. “The authors make the claim that they intend to cover a lot of ground – and they do. Managing Conflict at Work is a must read that should be included as essential reading for students and practitioners of HRM; mediators, conflict coaches and above all leaders at all levels who are ultimately the ‘custodians’ of organizational cultures in which the human spirit either thrives or dies.” Margaret A Chapman, Chartered and Registered Psychologist, Coach, Supervisor, Accredited Mediator, (ADR) and Author of The Emotional Intelligence (‘EQ’) Pocketbook “A real golden nugget of this book is in respect of how it demonstrates that if conflict management is dealt with effectively the impacts can be powerful…the book also details the general skills we need on order to deal with the unknown or plain bizarre when handling conflict…one aspect which stands out is the number and range of case studies…they were all educational and helped [me] understand some of the more practical approaches that can be taken to resolving conflict…for a book that aims to prevent, contain and resolve conflict, it is a good one.” HR Network “This useful book draws together the most current thinking in communication and provides straightforward models for those dealing with complex and difficult negotiations.” Richard Mullender, Communications Trainer and former Hostage Negotiator with the Metropolitan Police
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