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Course Title: How to Manage Conflict in the Organization, Second Edition
Author: Gregg Lee Carter, Joseph F. Byrnes
Provider: American Management Association
Price: $89.95
CEU Credits: 2
Level: Intermediate
Field Of Study: N/A
Prerequisites: None
Purchase This Course

How to Manage Conflict in the Organization, Second Edition, equips you with the strategies, tactics and insights you need to gain control of tough conflict situations. You�ll discover how to spot potential interpersonal conflicts–and defuse them before they flare up. You�ll understand how, when, where and why to apply the five favored conflict-resolution approaches, and you�ll develop the insight and intuition you need to make them work. This course will give you the skills to transform conflict into a positive, productive force by applying the proven techniques of principled negotiation.

New in this edition:

  • How today�s changing workforce impacts conflict resolution
  • Best practices for implementing alternative dispute resolution techniques
  • Strategies for dealing with conflict resolution in electronic communication
  • Guidelines for when to consult with HR about a conflict-resolution situation
  • Tools that give you quick and easy access to key conflict-resolution information, strategies, and techniques

Gain the skills to:

  • Transform conflict into a positive, productive force
  • Respond to on-the-job conflicts quickly and effectively
  • Resolve conflicts positively using proven principled negotiation techniques.

Learn how to:

  • Understand the differences between structural (organizational) and interpersonal conflict
  • Separate people from issues and focus on interests, not positions
  • Get beyond immediate tensions and disagreements to the root causes of any interpersonal conflict
  • Apply five surefire conflict-resolution approaches: avoiding, accommodating, compromising, forcing, and collaborating

Course Objective:

Learn to identify potential conflicts and apply five conflict resolution strategies to defuse them.

About This Course

Few skills are more important to your success as a manager than the ability to diagnose and resolve workplace conflicts. Conflict management–the ability to respond to on-the-job conflicts quickly and effectively and resolve them in a positive way–paves the way for higher productivity and more effective communication. How to Manage Conflict in the Organization, Second Edition, will provide you with the concepts and skills you need to transform conflict into a positive, productive force.

This new edition equips you with the strategies, tactics, and insights you need to gain control of tough conflict situations. You'll discover how to spot potential interpersonal conflicts–and defuse them before they flare up. You'll learn how to resolve conflicts positively by using proven principled negotiation techniques. You'll understand how, when, where, and why to apply the five favored conflict resolution approaches. A variety of selfassessments, interactive exercises, and practical tools help you develop the skills you need to ensure success.

New topics in this edition include the impact of the changing workforce on conflict resolution (issues related to discrimination, retaliation, hostile environments, and harassment); when to consult with human resources about a conflict resolution situation; the growing importance of alternative dispute resolution (ADR) and an introduction to the most commonly used ADR techniques; and conflict resolution issues in electronic communication. You'll also find tools designed to give managers quick and easy access to key conflict resolution information, strategies, and techniques.

How to Manage Conflict in the Organization, Second Edition, enables you to use creative thinking to transform conflict into an opportunity for both parties in a conflict to achieve their goals and contribute to the growth of the organization. Dr. Gregg Lee Carter is professor of sociology and chair of the Department of History and Social Sciences at Bryant University in Smithfield, Rhode Island. He is an expert on conflict and has had articles published on this topic in the Journal of Conflict Resolution, Sociological Focus, Sociological Forum, Sociological Inquiry, Sociological Quarterly, and Sociological Viewpoints, among many other scholarly journals. In the past decade, he has authored or edited nineteen books, and he has presented more than four dozen papers at professional conferences, seminars, and workshops.

Dr. Carter is the former president of the New England Sociological Association and is a past associate editor of Teaching Sociology. He is the recipient of the New England Sociological Association's Sociologist of the Year award, as well as an Outstanding Contribution to Instruction award from the American Sociological Association. He is a frequent contributor to the media; his editorials, opinions, and quotations on social conflict and contemporary social issues appear in newspapers throughout the country. He has also been a frequent radio talk-show guest and has been featured on the American Business Radio Network. Dr. Carter is a former member of the faculty contract-negotiation team at Bryant University and has spent many long hours in negotiation preparation work, as well as in actual negotiations. As a longtime chair of his department, he has been involved in all forms of conflict resolution, including formal arbitration and the many faces of principled negotiation, which is the core approach to conflict resolution presented in this course.

Dr. Carter earned three graduate degrees at Columbia University, where his doctoral dissertation was on the social and economic roots of racial conflict. Dr. Joseph F. Byrnes, author of the American Management Association Self-Study course Managing and Resolving Conflict, on which this course is based, is currently Professor of Management at Bentley College in Waltham, Massachusetts. He is an expert in the area of human resources management, with particular interest in labor relations, collective bargaining, and negotiating strategy and tactics. Dr. Byrnes has contributed articles to the Journal of Management Education, Strategic Planning Management, Business Horizons, Management World, Negotiation Journal, Trainer's Workshop, Personnel Administrator, Personnel Journal, and the Journal of Collective Negotiations. He has written three audiocassette/workbook programs for the American Management Association, emphasizing first-line management and middle-management skill building. Dr. Byrnes is also the author of the leader's guide to the AMA's film What They Never Told You About Supervising.

Dr. Byrnes did his graduate training at Northwestern University, where he earned his master of arts and doctor of philosophy degrees.




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