an Scott
Workplace Conflict Resolution Essentials For Dummies
Workplace Conflict Resolution Essentials For Dummies ®
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Copyright © 2015 Wiley Publishing Australia Pty Ltd
Authorised adaptation of Conflict Resolution at Work For Dummies © 2010 John Wiley & Sons, Ltd. (9780470536438).
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National Library of Australia
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Introduction
Every day in offices, retail stores, factories and any number of other workplaces, people are having conflicts with co-workers. It’s normal, natural and nothing to fear. When handled properly, conflict can actually create positive changes and new opportunities in your organisation. Successfully making the shift in your perspective from seeing only the negative in disagreements to seeing the prospect for positive change is the first step to resolving difficulties.
To find positive outcomes in what on the surface looks like a negative situation, you have to become skilled at calming the infernos by helping employees through discussions that prove to them that they can solve their own issues. Become a coach for your team and colleagues – someone they can trust to bring the real and right issues to the table for effective problem solving.
If you can broaden your perspective to include the other person’s point of view, you’re sure to come out of the dispute with a better working relationship. Being at the centre of controversy is never a good idea for anyone, so decide to use the uneasy situation as an opportunity to improve systems, relationships, and your credibility.
In this book, I tell you what the most common causes of workplace conflict are and how to address them by using a proven mediation method and philosophy. And remember: Every story always has more than one side.
This book is a tool intended to help managers (or anyone who has a job) work through conflict with peers, subordinates and even bosses. It’s primarily aimed at those employees in organisations who find themselves negotiating difficulties without the benefit of having professional conflict resolution or mediation experience.
Although my focus is on how to facilitate conflict resolution, if you’re the person experiencing conflict, this book outlines the kinds of structures that may be in place to support you, and what will be expected of you during each step of the process. Throughout the book, I also highlight the kinds of attitudes (such as good communication, getting to the underlying issues of the conflict and taking personal responsibility in finding a solution) that can help everyone avoid workplace conflict, no matter what level.
The chapters are chock-full of facilitation techniques and tools that come from successful conflict resolution experts, delivered in a way that’s easy to understand and ready for you to apply right away.
To help make this book easier to navigate, I include the following conventions:
I’m assuming you have a job, paid or volunteer, and that you interact with people. I’m also assuming you have some sort of responsibility – be it keeping the line moving at the manufacturing plant or trying to keep your reputation intact as the star manager in the strongest department of an international corporation. And I’m thinking you’re currently experiencing some trouble. You may be sick and tired of a conflict between two of your employees, you may be bickering with a colleague, or perhaps you’re at a loss as to what to do about the problems between you and your boss. My final assumption? I’m guessing you want to do something about it.
Throughout the book you’ll notice icons in the page margins to signal something I want you to pay particular attention to. Here are the icons I’ve used and what each represents.
Workplace Conflict Resolution Essentials For Dummies is a book I hope you refer to again and again. You don’t have to read it cover to cover to gain the insight you need to deal with conflict at work. You can flip to the chapter that best meets your needs today and come back to other sections as needed.
You may have a bookshelf full of management how-to tomes, but it’s still a good idea to start with understanding what makes an employee tick and why she sees the world the way she does, so start with Chapter 2 to get right to the heart of the matter.
If you feel you have a pretty