Dealing with Conflict

• 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

Explain what conflict is and identify its causes in the workplace. Apply different conflict-management styles to various situations at work. Develop strategies for managing intense emotions during conflicts. Design effective communication plans to resolve workplace disputes. Evaluate negotiation techniques to reach agreements that benefit all parties involved.