Conflict Management: A Communication Skills Approach, 2nd edition

  • Deborah Borisoff
  • David A. Victor

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Overview

Conflicts surround us daily; we see it between countries, cities, and even neighbors. Often over-looked, but equally important, is the conflict that arises between and among coworkers. This book has proven successful with professional audiences, offering clear, usable advice on how to manage conflicts that arise on the job and in personal relationships. KEY TOPICS: The authors have created a five-step model of approaching and analyzing interpersonal conflict, and this model is applied repeatedly to different topics, providing readers with a genuinely effective structure for working through differences with colleagues, friends, and others. MARKET: Designed for managers and human resource departments.

Table of contents



1.The Nature of Conflict.

Assessment.

Acknowledgment.

Attitude.

Action.

Analysis.

Third-Party Intervention.

Explaining: The Rhetoric of Apology.



2.The Languages of Conflict Management: Oral Strategies for a Supportive Communication Climate.

Descriptive Speech.

Problem Orientation.

Spontaneity.

Empathy.

Equality.

Provisionalism.



3.The Languages of Conflict Management: Nonverbal Strategies for a Supportive Communication Environment.

What Is Nonverbal Communication?

Types of Direct Nonverbal Communication.

Paralanguage.

Nonverbal Communication Strategies for Conflict Management.



4.Gender Differences: The Impact of Communication Style on Conflict Management.

Assessment.

Acknowledgment.

Attitude.

Action.

Analysis.



5.Cross-Cultural Awareness in Conflict Management.

Assessment.

Acknowledgment.

Attitude.

Action.

Analysis.



6.How Writing Styles Can Create Conflict.

Assessment: A Matter of Conceptualization.

Acknowledgment: Reception.

Attitude: Transmittal.

Action.

Analysis.



7.Conclusion.


References.


Author Index.


Subject Index.

Published by Pearson (October 14th 1997) - Copyright © 1998