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by Elinor Robin, PhD
The Professional Woman's Guide to Conflict Management
The Professional Woman's Guide to Conflict Management
The Professional Woman's Guide to Conflict Management
Credits
About the Author
Acknowledgments
About the Reviewer
Preface
What this book covers
Who this book is for
Conventions
Reader feedback
Piracy
1. All About Conflict
What is conflict?
Case study
Conflict physiology and the brain
How to calm your reptile brain
Deep or focused breathing
Reading your body
Meditation or prayer
Journaling
The victim, hero, villain dance
The victim
The hero
The villain
The conflict action plan
Conflict truths
The closer we are, the more likely we will rub against one another
Spot it, you got it
What, how, and ouch – the three categories of conflicts
We all need a mediator – sometimes
Conflict tips
Self-assessment
Action steps
Summary
2. Women at Work
Women and the new workplace
Women, men, and conflict behaviors
Case study
Business partnerships
Shared values
Complementary skills and traits
Sense of equity
Growing together
Proactive conflict management strategies
Shared vision
An exit strategy
Friendship at work
Romance at work
Self-assessment
Summary
3. Workplace Conflict in the New Normal – The Reasons and the Costs
The costs of workplace conflict
The reasons for workplace conflict
Communication differences
Communication tips
Management styles
Power – personal, positional, and perception
The six sources of power
Reward power
Coercive power
Legitimate power
Expert power
Informational power
Referent power
Power-balancing techniques
Core value differences
Self-assessment – your values
Vision clashes
Self-assessment – your life vision
Step 1 – clarify your vision
Step 2 – live your vision
Summary
4. Conflict Management Styles, Strategies, and Methods
What's your style?
Avoid – the ostrich
Accommodate – the doormat
Combat – the ass-kicker
Compromise – the equalizer
Collaborate – the problem solver
The conflict-management gamut – methods for managing conflict
Conscious Conflict Ownership
Negotiation
Facilitation
Mediation
Arbitration
Litigation
Unilateral power
The Lemon story
Self-assessment
Further reading
Summary
5. Becoming an Expert Conflict Manager – Self-reflection and Skill Development
Awakening your conscious conflict ownership
The components of conscious conflict ownership
Take a step back and reflect
Don't take it personally
Be aware of your physiology
Keep moving forward, with heart
Accessing conscious conflict ownership
The benefits of conscious conflict ownership
Becoming a master negotiator
The negotiation process
Individual planning, preparation, and analysis
Rapport building
Information exchange
Concessions and compromises
Resolution
Mastering the negotiation process
Attitude is everything
Be ready to hear things that you don't like
Do your homework
Work with the other side, not against them
Seek to understand the cultural and personality factors that may impact the process
Be prepared for dirty negotiation tactics
Learning to listen
The five levels of listening
Becoming an active listener
The best listeners
Self-assessment
Further reading
Summary
6. Conflict Conversations
Difficult discussions
Ten steps for difficult discussions
Step 1 – prepare
Step 2 – call a truce
Step 3 – set the stage
Step 4 – speak from the heart
Step 5 – listen, listen, listen
Step 6 – give yourselves time
Step 7 – define the emotions
Step 8 – be willing to apologize
Step 9 – don't leave conflicts unresolved
Step 10 – if all else fails, hire a professional to help you
Conflict analysis and defining the real issue
Defining differences
Culture
Communication
Values
Vision
Appreciation style
Fight smart, fight fair
Pick your fights
Who?
What?
When?
My Fight Fundamentals:
Magical apologies
The power of the apology
Crafting your apology
What makes a sincere apology?
Dealing with difficult people
The bully
The sniper
The victim
The fault-finder
The know-it-all
The cheater
The dos and don'ts of difficult people
Do
Don't
Remember
Summary
7. Making Conflict Management Happen in Your Workplace
Employee loyalty
Employee-loyalty blueprint
Set a good example
Create clear boundaries
Outline each employee's sphere of influence
Show your employees that you are loyal to them
Give your employees something to be proud of
Do good deeds
Reward your employees
Cultivate peak performance
Foster a team mentality
Recognize and respond
Build solid relationships
Be yourself
Remember the platinum rule
Creating a conflict-management program for your workplace
Alternative Dispute Resolution (ADR) and Internal Dispute Resolution (IDR)
Establishing goals
Gathering input
Structuring the CMS
Components of a CMS
Hotline
Open-door policy
Senior-management review
Peer review
Ombudsperson
Grievance procedure
Conciliation
Mediation
Arbitration
Management changes
Appeals
Day-to-day action points
Summary
The bottom line
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