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Resolving Conflicts at Work
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Table of Contents

Foreword: Conflict: An Opportunity for Leadership (Warren Bennis). Acknowledgments. Introduction. Ten Strategies for Everyone on the Job. Strategy One. Understand the Culture and Dynamics of Conflict. Strategy Two. Listen Empathetically and Responsively. Strategy Three. Search Beneath the Surface for Hidden Meaning. Strategy Four. Acknowledge and Reframe Emotions. Strategy Five. Separate What Matters from What Gets in the Way. Strategy Six. Solve Problems Paradoxically and Creatively. Strategy Seven. Learn from Difficult Behaviors. Strategy Eight. Lead and Coach for Transformation. Strategy Nine. Explore Resistance and Negotiate Collaboratively. Strategy Ten. Mediate and Design Systems for Prevention. The Authors. Index.

About the Author

Kenneth Cloke (Santa Monica, CA) is Director of the Center for Dispute Resolution and founding President of Mediators Beyond Borders. He is a mediator, arbitrator, attorney, coach, consultant, and trainer, specializing in communication, negotiation, and resolving complex multi-party conflicts, including community, grievance and workplace disputes, collective bargaining negotiations, organizational and school conflicts, sexual harassment and discrimination lawsuits, and public policy disputes, and in designing preventative conflict resolution systems for organizations.
His coaching, consulting, facilitation, and training practice includes work with leaders of public, private and non-profit organizations on effective communications, collaborative negotiation, relationship building, conflict resolution, leadership development, strategic planning, team building, and organizational change.
He is a nationally recognized speaker and author of many journal articles and books.

Joan Goldsmith (Santa Monica, CA) has been an educator, organizational consultant, mediator, and trainer for forty-five years, specializing in collaborative negotiation, high performance teams, leadership development and organizational change. She was a co-founder of Cambridge College and a life member of its Board of Trustees.
She has been a leader in mediation, public education and higher education as a professor, administrator, consultant, facilitator and trustee. In partnership with Ken Cloke and the Center for Dispute Resolution she has been a mediator and trainer in conflict resolution.
She is the author with Warren Bennis of Learning to Lead: A Workbook on Becoming a Leader.

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