Conflict management for managers : resolving workplace, client, and policy disputes

Raines, Susan. (Author).

Record details

ISBN: 9780470931110 (pbk.)
Physical Description: xxix, 460 p. : ill. ; 24 cm.
Edition: 1st ed.
Publisher: San Francisco : Jossey-Bass, c2013.

Content descriptions

Bibliography, etc. Note:

Includes bibliographical references (p. 423-443) and index.

Formatted Contents Note:

Conflict management knowledge and skills -- Manager know thyself -- Theory to practice : the root causes and cures of conflict -- The power of negotiation : essential concepts and skills -- The alternative dispute resolution process continuum -- Preventing and resolving internal conflict -- Causes and cures for employee turnover -- Building successful teams and organizations -- Conflict management in unionized environments -- Designing disputing systems for organizations -- Preventing and resolving external conflicts -- Prevention and resolution of conflicts with clients, customers, and vendors -- Case studies of organizational success through exemplary customer conflict management -- Collaboration and conflict management between regulators and the regulated -- Public policy decision making and collaboration -- Designing and facilitating effective large-group processes.