Table of Contents

Introduction 1 Chapter 1: Conflict Resolution at Work 5 Chapter 2: Understanding What People Bring to Conflict 13 Chapter 3: Determining How Groups Contribute to Conflict 29 Chapter 4: Practising Self-Awareness: Understanding How You Foster Conflict 45 Chapter 5: Knowing When to Address Conflict 61 Chapter 6: Developing a Plan and Preparing for a Meeting 75 Chapter 7: Starting a Mediation Meeting and Creating a Working Agenda 87 Chapter 8: Negotiating Possible Solutions to a Conflict 103 Chapter 9: Offering Proposals and Crafting Agreements 123 Chapter 10: Adapting a Conflict Meeting for the Entire Team 141 Chapter 11: Determining How Your Company Can Help 159 Chapter 12: Ten Pearls of Wisdom from Professional Mediators 167 Index 171

About the Author

Vivian Scott is a Certified Mediator in private practiceand volunteers at the Dispute Resolution Center of Snohomish &Island Counties. She is a member of the Washington MediationAssociation.