Table of Contents

Foreword Conflict: An Opportunity for Leadership By Warren Bennis vii

Acknowledgments xiii

Introduction Ten Strategies for Everyone on the Job xv

Strategy 1 Understand the Culture and Dynamics of Conflict 1

Strategy 2 Listen Empathetically and Responsively 29

Strategy 3 Search Beneath the Surface for Hidden Meanings 63

Strategy 4 Acknowledge and Reframe Emotions 93

Strategy 5 Separate What Matters from What Gets in the Way 131

Strategy 6 Solve Problems Paradoxically and Creatively 169

Strategy 7 Learn from Difficult Behaviors 203

Strategy 8 Lead and Coach for Transformation 241

Strategy 9 Explore Resistance and Negotiate Collaboratively 273

Strategy 10 Mediate and Design Systems for Prevention 301

The Authors 333

Index 335

About the Author

The Authors

Kenneth Cloke, J.D., L.L.M., Ph.D., is director of the Center for Dispute Resolution and founding president of Mediators Beyond Borders. He is a mediator, arbitrator, consultant, and trainer to individuals, large organizations, and corporations. Cloke is the author of Mediating Dangerously.

Joan Goldsmith, Doctor of Humane Letters, is an internationally recognized lead educator, organizational consultant, mediator, and trainer. 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.