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CITATION

Dana, Daniel. Conflict Resolution. US: McGraw-Hill, 2000.

Conflict Resolution

Authors: Daniel Dana

Published:  December 2000

eISBN: 9780071399678 0071399674 | ISBN: 9780071364317
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  • Copyright
  • Contents
  • Preface
  • 1 What’s a Conflict?
  • Is This a Conflict?
  • Is This a Conflict?
  • Is This a Conflict?
  • Is This a Conflict?
  • Kinds of Workplace Conflict
  • Interpersonal Conflict
  • No Third Party?
  • Team Conflict
  • Conflict Prevention
  • Analyzing Conflicts
  • A Conflict Analysis Worksheet
  • What Is Mediation?
  • Manager’s Checklist for Chapter 1
  • 2 So What if There’s Conflict?
  • Costs: Money Down the Drain
  • Wasted Time
  • Bad Decisions
  • Lost Employees
  • Unnecessary Restructuring
  • Sabotage, Theft, and Damage
  • Lowered Job Motivation
  • Lost Work Time
  • Health Costs
  • Calculating the Cost in Your Organization
  • Legal Costs
  • How Much Can Be Saved?
  • Risks: Torpedo Submarines in Our Midst
  • Workplace Violence
  • Unionization, Labor Strikes
  • Vandalism
  • Malicious Whistle-Blowing
  • Retaliatory Lawsuits
  • Detecting Submarines Before They Strike
  • Manager’s Checklist for Chapter 2
  • 3 How to Resolve Any Conflict
  • The Three (and Only Three) Ways
  • A Case: Modern Amalgamated Industries, Inc.
  • Power Contests
  • Rights Contests
  • Interest Reconciliation
  • Wrong Reflexes (Betrayed by Our Bodies)
  • Distancing and Coercion (Walk-Aways and Power Plays)
  • A Better Way
  • Manager’s Checklist for Chapter 3
  • 4 How to Resolve a Conflict Between Others
  • A Case: Catastrophe Mutual Insurance Company
  • Options
  • Managerial Mediation
  • Step 1: Decide to Mediate
  • Step 2: Hold Preliminary Meetings
  • Step 3: Plan the Context
  • Step 4: Hold a Three-Way Meeting
  • Let’s Make a Deal
  • Step 5: Follow Up
  • Too Simple?
  • Manager’s Checklist for Chapter 4
  • 5 How to Resolve a Conflict Between Yourself and Another
  • A Case: Hard Core Manufacturing, Inc.
  • Self-Mediation
  • Step 1. Find a Time to Talk
  • Step 2. Plan the Context
  • Step 3. Talk It Out
  • Step 4. Make a Deal
  • Manager’s Checklist for Chapter 5
  • 6 How to Resolve Team Conflict
  • A Case: The General Case Study Company
  • Team Mediation
  • Step 1. Define the Issue
  • Step 2. Define the Parties
  • Step 3. Get the Parties to the Table
  • Step 4. Help the Parties Define Their Interests
  • Step 5. Brainstorm Options
  • Step 6. Test Options Against Interests and Modify as Necessary
  • Step 7. Finalize an Action Plan
  • Step 8. Ask for Commitment
  • Where’s the Conflict?
  • More Complex Structures
  • Manager’s Checklist for Chapter 6
  • 7 How to Mediate All the Time to Prevent Conflicts
  • A Paradigm Shift
  • Off-Line, On-Line
  • A Case: Patients-R-Us Hospital
  • Mini-Case 1
  • Discussion of the Mini-Case
  • Mini-Case 2
  • Discussion of the Mini-Case
  • Mini-Case 3
  • Discussion of the Mini-Case
  • Mini-Case 4
  • Discussion of the Mini-Case
  • Thinking Tools
  • Mini-Case 5
  • Discussion of the Mini-Case
  • Mini-Case 6
  • Discussion of the Mini-Case
  • Completing the Paradigm
  • Manager’s Checklist for Chapter 7
  • 8 Strategic Management of Organizational Conflict
  • A Case: Mediation Training Institute International, Inc.
  • The Three Strategies
  • Which Are You?
  • Decision-Making
  • The Three Dimensions
  • Structure
  • Culture
  • Getting from Here to There
  • Strategic Management of Conflict on a Smaller Scale
  • Making a Difference
  • Manager’s Checklist for Chapter 8
  • Index