Conflict management for managers : resolving workplace, client, and policy disputes - Raines, Susan (San Francisco : Jossey-Bass, 2013)
Conflict management knowledge and skills -- Manager know thyself -- Theory to practice : the root causes and cures of conflict -- The power of negotiation : essential concepts and skills -- The alternative dispute resolution process continuum -- Preventing and resolving internal conflict -- Causes and cures for employee turnover -- Building successful teams and organizations -- Conflict management in unionized environments -- Designing disputing systems for organizations -- Preventing and resolving external conflicts -- Prevention and resolution of conflicts with clients, customers, and vendors -- Case studies of organizational success through exemplary customer conflict management -- Collaboration and conflict management between regulators and the regulated -- Public policy decision making and collaboration -- Designing and facilitating effective large-group processes.
Includes bibliographical references (p. 423-443) and index.
Keywords: Conflict management; Interpersonal relations; Personnel management -- Psychological aspects; Customer relations; Conflict management -- Case studies