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The Manager's Guide to Mediating Conflict

The Manager's Guide to Mediating Conflict

By : Alison J Love
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The Manager's Guide to Mediating Conflict

The Manager's Guide to Mediating Conflict

5 (4)
By: Alison J Love
Buy this Book

Overview of this book

Table of Contents (10 chapters)
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The Manager's Guide to Mediating Conflict
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The Manager's Guide to Mediating Conflict
Credits
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Credits
About the Author
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About the Author
About the Reviewers
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About the Reviewers
Preface
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Preface
Lock Free Chapter
1
Conflict in the Workplace
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Conflict in the Workplace
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Redefining conflict
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The rise in workplace disputes
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Good versus bad conflict
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The impact of stress
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How mediation differs from other conflict resolutions
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Deciding to use mediation
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Conflict road map
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Summary
2
Mediator Skill Set
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Mediator Skill Set
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Deep listening skills
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Non-verbal communication
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Establish trust and rapport
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Maintaining a sense of calmness
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Creativity and identifying needs and interests
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Questioning styles and techniques
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Positive reframing
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Maintaining neutrality and independence
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Confidentiality
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Do's and don'ts
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Summary
3
The Mediation Process
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The Mediation Process
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Key principles
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Stages of the mediation process
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Pre-mediation discussions
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The venue and room setup
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Timings and the length of mediation
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Meeting on the day
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Opening statements of the mediator
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Opening statements of the parties
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Joint sessions
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What to do if things get stuck
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Individual sessions
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Reaching an agreement
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Summary
4
Beyond the Mediation
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Beyond the Mediation
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How to sustain an agreement
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Applying your skills day after day
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Resolving a conflict with a colleague
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Helping others resolve a conflict
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Case studies: mediation in action
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Summary
1
Agreement to Mediate
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Agreement to Mediate

Conflict road map

Mediation is part of a bigger picture of conflict resolution. It is always useful to have this in mind to gain some sense of perspective and context as to how mediation fits into the larger process of resolving conflict, as this will enable you to gain a greater handle on the conflict and where you are trying to get to with the mediation. The following figure represents a road map of conflict resolution. This should enable you to successfully manage any conflict situation in a way that is appropriate and effective.

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The Manager's Guide to Mediating Conflict
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