Is it possible to have a harmonious office environment free of conflict? When you have a group of individuals, conflict is inevitable. Disagreements usually come about from a clash of personalities or when ideas or opinions don’t match. Unresolved conflict never goes away; it just simmers until it blows up into a full-scale crisis. This book will help you to tackle conflict head-on without leaving any unresolved resentment or frustration. Because ignoring conflict won’t make it go away, this book will provide you with a proven method for managing conflict and negotiating resolutions.

About the Author

John J. Liptak is an internationally-recognized author with thirty years of work experience providing counseling. He has authored over 100 workbooks with Ester Leutenberg, 31 career assessment instruments, and ten books. John earned an Ed.D. in Counselor Education from Virginia Tech. He lives in Radford, Virginia, in the United States and is President of the Center for Career Assessment, Inc. John has written six books for Bookboon.

• About the Author
• Preface

1. Conflict in the Workplace
   1. Introduction
   2. What is Conflict?
   3. Examples of Conflict
   4. Consequences of Workplace Conflict
   5. Facts About Conflict
   6. Conflict-Management Process
2. Develop Interconnection
   1. Introduction
   2. The Dual-Concerns Model
   3. Assessing Your Style
   4. Understanding Your Style
3. Manage Emotions
   1. Introduction
   2. Facts About Emotions
   3. Emotional Awareness
   4. Defusing Emotions
4. Preparation
   1. Introduction
   2. Pre-Meeting Preparation
   3. Maintain a Positive Mindset
   4. Be Mentally Alert
   5. Build Rapport
5. Communication
   1. Introduction
   2. Communication Pitfalls
   3. Communicate Assertively
   4. Send Effective Messages
   5. Communicate Nonverbally
   6. Nonverbal Communication Skills
   7. Listen Actively
6. Negotiation & Resolution
   1. Introduction
   2. Know Your Negotiation Style
   3. Exchange Information & Clarify
   4. Brainstorm Ideas
   5. Bargain and Problem-Solve
   6. Evaluate Options
   7. Conclude and Implement
7. References