• About The Authors
• How The View Explains Our Differ
• Differences In Personality Types
• Fight The Difference Or Celebrat
• Are You Building A Bridge Or A B
• Understand And Manage Your Feeli
• Develop Your Skills And Increase
• Four Steps To Resolution
• Preventing Conflict

Conflict Management in the Workplace

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• About The Authors
  • Me And My Big Mouth!
  • The Cost Of Conflict
  • Breaking The Stalemate
• How The View Explains Our Differences
  • Different Views
  • Your Reality Is Not Totality
  • Difficult People
• Differences In Personality Types
  • Communication Styles
  • Accommodating To The Style
• Fight The Difference Or Celebrate It?
  • Is Conflict Inevitable?
  • Conflict Starters
  • Circumstances Can Escalate The Conflict
  • Conflict Is Complex
  • Little Hurts
  • 1 Discussion
  • 2 Debate
  • 3 Argument
  • 4 Conflict
  • 5 Breakdown
  • Argument
  • Conflict
  • Arrogance
  • Rules, Expectations And ‘shoulds’
  • Beware Of The ‘should’
  • Whose Rules Are Right?
  • Who Knows Best?
  • Celebrate The Difference
• Are You Building A Bridge Or A Barrier?
  • Does This Happen?
  • The Resolution Mind Set
  • A Reluctant Partner
  • Win-lose
  • Conflict Must Be Fuelled
  • Bridge Mind Set
  • Some Bridging Words
  • Non-verbals
  • Barrier Mind-set
  • Some Barrier Words
  • Non-verbals
  • Win-win Is More Likely When People
  • The Power Of Co-operation
• Understand And Manage Your Feelings
  • Recognize The Anger
  • Manage Your Anger
  • Watch Your Physiology
  • Coping With Anger In Others
  • Listening Is Key
• Develop Your Skills And Increase Your Choices
  • What’s My Style?
  • Key Skills For Collaboration
  • 1. Listen To Understand The Other Person’s View On The World
  • Listen To Understand
  • 2. Talk Constructively To Share Your View On The World
  • Talking Starters
  • 3 Problem-solve For Mutual Wins
  • More Choices
• Four Steps To Resolution
  • The Steps
  • Step One
  • Step Two
  • Step Three
  • Step Four
  • Review Questions
• Preventing Conflict
  • Make Quality Time
  • Avoid The Pitfalls