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详细
Resolve and prevent conflict in the workplace with this essential guide for HR professionals.
Conflict in the workplace is a perennial problem for organizations. Whether it's a disagreement between colleagues, a dispute with management or large-scale industrial action, conflict negatively affects both people and profits as employee morale and productivity fall.
Endorsed by the CIPD, Managing Conflict is an essential guide for HR professionals needing to tackle these problems by not only resolving current issues, but also preventing future instances of conflict. Going beyond interpersonal conflict, the book also looks at resolving board room disputes, disputes with shareholders, in the supply chain, commercial disputes and customer complaints.
The first part of Managing Conflict covers the causes and costs of conflict, the impact of the psychological contract and the legal framework for managing workplace disputes both in the UK and internationally. The second part of the book provides a blueprint for redefining resolution and building a culture of constructive conflict management, from designing a conflict management strategy and developing a formal resolution process to embedding mediation, engaging stakeholders and training managers in resolution and mediation skills.
This book also includes conflict resolution toolkits for managers, HR teams, employees and unions to help tackle conflict and bullying at work. Packed with best practice case studies from major UK and global organizations, this is an indispensable guide for all HR professionals looking to resolve conflict in the workplace. Online supporting resources include a conflict health check tool, conflict cost calculator, and checklist for developing an internal mediation scheme.
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Section - 00: Introduction;
Section - PART ONE: Putting conflict into context;
Section - 01: What’s wrong with contemporary conflict management and what can organizations do about it?;
Section - 02: The lifecycle of a conflict: How and why conflicts escalate;
Section - 03: The causes and the sources of dysfunctional conflict;
Section - 04: Managing conflict: A legal perspective;
Section - PART TWO: A practical guide to managing conflict;
Section - 05: Measuring the costs of conflict;
Section - 06: The psychology of conflict and conflict management;
Section - 07: The resolution spectrum;
Section - 08: Developing a resolution policy to replace your traditional grievance procedure;
Section - 09: Mediation: An in-depth analysis;
Section - 10: How to develop an internal mediation scheme;
Section - 11: Tackling bullying and harassment: From process to people;
Section - 12: Total conflict management: A whole-systems approach for preventing and resolving conflict;
Section - 13: Managing workplace and employment disputes: An international perspective;
Section - PART THREE: Resolution resources;
Section - 14: Conclusion;
Section - 15: Glossary;
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David Liddle is the CEO of the TCM Group, the UK's leading mediation and resolution consultancy. Having implemented over three hundred integrated conflict management systems, Liddle is a leading authority on all aspects of workplace mediation and resolution. Based in the UK, he is also the founding president of the Professional Mediators' Association (PMA), the founder of the Collaborative Justice Institute and an engagement guru for Engage for Success.
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This is an incredibly useful guide on understanding and dealing with conflict. The author helpfully combines the theory and psychology behind conflict with hands on, practical tips to managing conflict, in addition to bringing this to life by sharing case studies. [T]his guide is accessible to all. It's certainly a book I will be recommending to my team, managers, employees - in fact, anyone, involved in managing conflict!
Kirsty Devine, Head of US HR & Global Projects, Financial Times
