Managing Conflict: A Practical Guide to Resolution in the Workplace

✍ Scribed by David Liddle

• Publisher: Kogan Page
• Year: 2023
• Tongue: English
• Leaves: 321
• Edition: 2
• Category: Library

✦ Synopsis

Whether it's a disagreement between colleagues, a dispute with management or large-scale industrial action, conflict at work is a perennial problem for organizations, their people and profits.

The second edition of Managing Conflict shows HR professionals how to tackle these problems by not only resolving current issues, but also preventing future instances of conflict. It includes the latest research and case studies showing how conflict management has been impacted by hybrid working models and digitalization. There are also updates to reflect how resolution is a driver of trust in organizations, enabling people to disagree more constructively in a safe environment.

This book covers the causes and costs of conflict, the impact of the psychological contract and the legal framework for managing workplace disputes both in the UK and internationally. It shows how to design a conflict management strategy, develop a formal resolution process and engage stakeholders and training managers in resolution and mediation skills. Packed with best practice examples from organizations such as Tesco, Burberry and Nationwide Building Society as well as conflict resolution resources and toolkits, this book is essential reading for all HR professionals looking to resolve conflict in the workplace.

✦ Table of Contents

Cover
Contents
Preface to the second edition
Introduction
PART ONE Putting conflict into context
01 What’s wrong with contemporary conflict management and what to do about it
Putting conflict into context
What is conflict?
Managing conflict in the hybrid workplace
The two types of conflict
Conclusion
References
02 The lifecycle of a conflict: How and why conflicts escalate
Introduction
The lifecycle of a conflict
Unresolved conflict in teams
Conclusion
Reference
03 The causes and the sources of conflict at work
Introduction
The top 10 causes of dysfunctional workplace conflict
Resources
Note
References
04 Managing conflict: An employment law perspective
Introduction
Mediation and employment law
Mediation and the legal process – navigating the
Practical considerations
Conclusion
Notes
References
PART TWO A practical guide to managing conflict
05 Measuring the costs of conflict and the impact of a toxic culture
Introduction
How to measure the cost and impact of conflict in your organization
Undertaking your conflict analysis: a practical guide
Notes
References
06 The psychology of conflict and conflict management
Introduction
Conflict and loss
Introducing positive psychology
How emotional intelligence is changing the way we handle conflict at work
Conclusion
References
07 Routes to resolution: Introducing the resolution spectrum
Introducing the resolution spectrum
Mediation
Coaching at times of conflict, crisis or change
Team conferencing
Early neutral evaluation
Conclusion
Note
08 Developing a Resolution Framework to resolve conflicts and concerns at work
The inception, design and implementation of the Resolution Framework
The benefits of developing and embedding TCM’s Resolution Framework
Conclusion
Notes
Reference
09 How to resolve a toxic workplace culture
How the toxic culture starts
Transforming mindset, language and behaviours
How to begin addressing a toxic workplace culture
Transitioning from a toxic culture to a transformational culture
A practical toolkit for addressing the toxic culture
Conclusion
Notes
References
10 Mediation: An in-depth analysis of its many benefits and applications
Introducing mediation
Introducing the FAIR Mediation Model
The mediation process
The features, advantages and benefits of mediation
Conclusion
Note
References
11 How to develop an internal mediation scheme
Introducing the internal mediation scheme
The benefits of developing an internal mediation scheme
Internal mediation scheme toolkit
Conclusion
Notes
References
12 Total Conflict Management: A whole-system approach for managing conflict
Introduction
What is TCM?
Applying TCM in practice
Notes
References
PART THREE Resolution resources
13 A quick conflict health check
Working with feelings during conflict
De-escalating strong emotions
10-minute active listening technique
10-factor Conflict Model
Managing conflict in teams
Mediation: frequently asked questions
Integrating TCM’s Resolution Framework – building your business case
How to set up a facilitated (roundtable) conversation
A few facilitator dos and don’ts
How to run a successful focus group
Glossary
Index