Conflict Management for Managers: Resolving Workplace, Client, and Policy Disputes

  • 8h 51m
  • Susan S. Raines
  • John Wiley & Sons (US)
  • 2013

Conflict Management for Managers takes a theory-to-practice approach, focusing on common types of conflicts managers face. Because of the hands-on nature of conflict management skills, it provides opportunities for interaction and skill practice. The text is divided into four sections. The first section is an overview of the ways in which conflict management techniques and concepts can and should be applied to improve management and performance. Next, the book deals specifically with internal business disputes. The third section of the book focuses on the management of external disputes with customers and within the supply-chain. The last part of the book addresses disputes between regulators and the regulated.

About the Author

Susan S. Raines has a PhD in public policy from Indiana University, 2002; an MA in political science from the University of Idaho, 1995; and a BA in government from California State University, Sacramento, 1992. She is a professor of conflict management at Kennesaw State University in Georgia and the editor-in-chief of Conflict Resolution Quarterly. She mediates employment disputes, designs conflict management systems for government and corporate organizations, and provides training within the United States and abroad. She frequently facilitates public meetings and decision-making processes for various US government agencies including the Army Corps of Engineers.

In this Book

  • Conflict Management for Managers—Resolving Workplace, Client, and Policy Disputes
  • Introduction
  • Manager Know Thyself
  • Theory to Practice—The Root Causes and Cures of Conflict
  • The Power of Negotiation—Essential Concepts and Skills
  • The Alternative Dispute Resolution Process Continuum
  • Causes and Cures for Employee Turnover
  • Building Successful Teams and Organizations
  • Conflict Management in Unionized Environments
  • Designing Disputing Systems for Organizations
  • Prevention and Resolution of Conflicts with Clients, Customers, and Vendors
  • Case Studies of Organizational Success Through Exemplary Customer Conflict Management
  • Public Policy Decision Making and Collaboration
  • Designing and Facilitating Effective Large-Group Processes
  • Conclusion
  • Glossary
  • References
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