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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

About This Course... ix
How to Take This Course... xi
Pre-Test... xiii

1 Conflict in Organizations... 1
Introduction
Definition of Conflict
A Note on Conflict Theory and Research
Conflict Resolution Approaches
   Avoiding
   Accommodating
   Compromising
   Forcing
   Collaborating
Varying Situations, Varying Approaches to Conflict Resolution
Conflict Resolution in a Changing Workforce
   Changes in the Workforce
   Conflict Resolution and the Law
   Consulting HR or Requesting Formalized Alternatives
Types of Alternative Dispute Resolution
   Conciliation
   Dispute Panel
   Early Neutral Evaluation
   Peer Review
   Facilitation
   Mediation
   Arbitration
   Mediated Arbitration
   Ombudsperson Evaluation
   Minitrials
Principled Negotiation
   Separating People from Issues
   Focusing on Interests, Not Positions
   Inventing Options for Mutual Gain
   Using Objective Standards of Fairness
   Having Alternatives to a Collaborative Agreement
   Degree to Which Each Party Is Knowledgeable
   Willingness to Communicate
Recap
Review Questions

2 Recognizing Types of Conflict... 33
Introduction
The Manager's Job
Categorizing Conflict
Where the Manager Sits
   The Authority of the Manager
   Need for Creativity
   Observations and Guidelines for Using Authority and Creativity
Structural Conflict
The Root Causes of Structural Conflict
Interpersonal Conflict
Constructive Versus Destructive Conflict and Conflict Resolution
Recap
Review Questions

3 Resolution of Structural Conflict... 55
Introduction
Konrad Zed Peripherals Incorporated: A Case Study
Organizational Structure
Structural Resolution Approaches
   Using Authority
   Expanding Resources
   Reducing Interaction
   Clarifying Job Responsibilities
   Reducing Interdependence
   Creating Integrators
   Using Principled Negotiation
Recap
Review Questions

4 Resolution of Interpersonal Conflict... 75
Introduction
Lake City Manufacturing: A Case Study
Interpersonal Conflict Resolution Approaches
   Coaching
   Modifying Behavior
   Playing the Role of Mediator and the Art of Image Exchanging    Diffusing Emotions
   Improving Communication
Conflict Resolution in the Age of Electronic Communication
   When Conflict Resolution by Walking Is Preferable to Electronic Communication
   When Electronic Communication Is More Appropriate Than Conflict Resolution by Walking
   Creating Superordinate Goals
   Using Principled Negotiation
Recap
Review Questions

5 Negotiation: The Open Approach to Conflict Resolution... 111
Introduction
Negotiation
Conflict Resolution Approaches
The Connection Between Negotiation and Conflict Resolution Approaches
The Masoon Company: A Case Study
Principled Negotiation
   People
   Interests
   Options
   Criteria
Recap
Review Questions

6 Politics: The Secret Approach to Conflict Resolution... 135
Introduction
Conflict Resolution Approaches Well Suited for Organizational Politics
The Goals of Political Behavior
Organizational Politics: Little Has Changed
   Dale Carnegie
   The GMJ Surveys
   Robert Baron and Jerald Greenberg
The Connected Administrative Assistant: A Case Study
But Is It Good for the Organization?
How to Get Ahead in Organizations by Really Trying
   Norman Martin and John Sims
Recap
Review Questions

Post-Test.... 155
Bibliography... 161
Appendix: Conflict Resolution Tool Box... 169
Index... 171




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