Overview
Conflict Management for Managers covers concepts and skills that managers and executives need to predict and resolve conflict in their organizations. Geared toward upper-level undergrad and graduate students, this text takes a theory-to-practice approach, focusing on the most common conflicts managers face. Because of the hands-on nature of conflict management, this book provides opportunities for interaction and practice. The text is divided into four sections. The first is an overview of how conflict management techniques and concepts should be applied. It includes a discussion of alternative dispute resolution processes including mediation and arbitration and discusses ways managers can create a conflict management ethic that will lead to increased productivity and reduced costs. The second section discussed resolving employee disputes before they lead to litigation or formal grievances, the design and application of conflict management systems, how to give and receive criticism effectively, and special concerns around disputes in family businesses. The third section focuses on management of disputes with customers and in the supply chain. It discusses communication styles, strategies, and techniques; incorporating conflict management into daily activities; and developing mechanisms to continuously evaluate and improve customer service and conflict management. The last part of the book addresses disputes between regulators and the regulated, including how to manage the media during a regulatory intervention; how to work with regulators to avoid negative repercussions and reduce the chance of litigation; and how to prepare for long-term conflict engagement. In addition to this substantive content, this book is unique because each chapter includes simulations, small-group exercises, case studies and discussion questions, and other exercises.
