Synopses & Reviews
“Raines masterfully blends the latest empirical research on workplace conflict with practical knowledge, skills, and tools to effectively manage and prevent a wide range of conflict episodes. This is a highly applicable ‘top shelf book’ that will assist anyone from the aspiring manager to top level management and leadership in the public, private, and nonprofit sectors. It will also be a fast favorite of professors, trainers, and students of business and conflict management.”
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Brian Polkinghorn, Distinguished Professor, Center for Conflict Resolution, Salisbury University.
“With her broad dispute resolution, teaching, and editing experience, Susan Raines is uniquely qualified to organize what is known about conflict management in the workplace. She has succeeded in providing private, public, and nonprofit managers with accessible concepts and tools to deal effectively with the internal and external conflicts they must confront every day. Essential reading for all managers!”
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Alan E. Gross, senior director, training coordinator, New York Peace Institute
“After reading an advance copy of Raine’s impressive book, I can’t wait to begin to use it as a seminal text in my classes in organizational conflict. I am amazed at her ability to cover so well such disparate subjects as systems design, public policy disputes, small and large group processes, customer conflicts, conflicts in a unionized environment, and conflicts within regulatory contexts. Her user-friendly writing style is enhanced by her salient examples of exemplary and mistake-laden practices within public and private sector organizations. A ‘must-read’ for scholars, students, and practitioners interested in organizational conflict.”
- Neil H. Katz, professor, Conflict Analysis and Resolution, Nova-Southeastern University
“Conflict management skills are essential to a manager’s success. Raines, a leading scholar and practitioner, provides a comprehensive and strategic new guide to these critical skills and how to use them in any organization.”
- Lisa Blomgren Bingham, Keller-Runden Professor of Public Service, School of Public and Environmental Affairs, Indiana University
Synopsis
Conflict Management for Managers takes a theory-to-practice approach, focusing on commons types of conflicts managers face. Because of the hands-on nature of conflict management skills, it provides opportunities for interaction and skill practice. The text is divided into four sections. The first section is an overview of the ways in which conflict management techniques and concepts can and should be applied to improve management and performance. Next, the book deals specifically with internal business disputes. The third section of the book focuses on the management of external disputes with customers and within the supply-chain. The last part of the book addresses disputes between regulators and the regulated.
About the Author
Susan S. Raines, Ph.D. is an associate professor at Kennesaw State University and editor-in-chief of Conflict Resolution Quarterly
Table of Contents
Figures and Tables
Acknowledgments
Introduction
Part One Conflict Management Knowledge and Skills
One Manager Know Thyself
Two Theory to Practice: The Root Causes and Cures of Conflict
Three The Power of Negotiation: Essential Concepts and Skills
Four The Alternative Dispute Resolution Process Continuum
Part Two Preventing and Resolving Internal Conflict
Five Causes and Cures for Employee Turnover
Six Building Successful Teams and Organizations
Seven Conflict Management in Unionized Environments
Eight Designing Disputing Systems for Organizations
Part Three Preventing and Resolving External Conflicts
Nine Prevention and Resolution of Conflicts with Clients, Customers, and Vendors
Ten Case Studies of Organizational Success Through Exemplary Customer Conflict Management
Part Four Collaboration and Conflict Management Between Regulators and the Regulated
Eleven Public Policy Decision Making and Collaboration
Twelve Designing and Facilitating Effective Large-Group Processes
Conclusion
Glossary
References
About the Author
Index