Here is a completely updated edition of the best-sellingResolving Conflicts at Work. This definitive and comprehensive work provides a handy guide for resolving conflicts, miscommunications, and misunderstandings at work and outlines the authors eight strategies that show how the inevitable disputes and divisions in the workplace actually provide an opportunity for greater creativity, productivity, enhanced morale, and personal growth. This new edition includes current case studies that put the focus on leadership, management, and how organizations can design systems to change a culture of avoidance into a culture of creative conflict. The result is a more practical book for todays companies and the people who work in them.

Kenneth Cloke, J.D., L.L.M., Ph.D., is director of the Center for Dispute Resolution and is a mediator, arbitrator, consultant, and trainer to individuals, large organizations, and corporations.

Joan Goldsmith, Doctor of Humane Letters, has been an organizational consultant and educator for more than thirty years, specializing in leadership, development, organizational change, conflict resolution, and team building. Cloke is the author of Mediating Dangerously, and Kenneth Cloke and Joan Goldsmith are the authors of Resolving Personal and Organizational Conflicts, The Art of Waking People Up, and The End of Management.

Foreword: Conflict: A Leaders Challenge (Warren Bennis).

Preface.

Introduction: Eight Strategies to Move from Impasse to Transformation.

Strategy One: Change the Culture and Context of Conflict.

Strategy Two: Listen Actively, Empathetically, and Responsively.

Strategy Three: Acknowledge and Integrate Emotions to Solve Problems.

Strategy Four: Search Beneath the Surface for Hidden Meaning.

Strategy Five: Separate What Matters from What Gets in the Way.

Strategy Six: Stop Rewarding and Learn from Difficult Behaviors.

Strategy Seven: Solve Problems Creatively, Plan Strategically, and Negotiate Collaboratively.

Strategy Eight: Explore Resistance, Mediate, and Design Systems for Prevention and Resolution.

About the Authors.

Index.