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9780787943233

Controlling the Costs of Conflict How to Design a System for Your Organization

by ;
  • ISBN13:

    9780787943233

  • ISBN10:

    0787943231

  • Edition: 1st
  • Format: Paperback
  • Copyright: 1998-11-17
  • Publisher: Jossey-Bass

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Summary

Written for non-experts in jargon-free language, this work shows how to create systems within organizations that preempt the monetary, strategic, and emotional costs associated with on-the-job conflict. Its clear and simple approach translates advanced concepts into practical how-tos and provides readers with four guiding principles they can follow to create conflict control systems of their own. Amply illustrated with real-world examples, it details the policies, procedures, and practices that make for successful control systems and tells precisely how to implement them.

Author Biography

KARL A. SLAIKEU is president of Chorda Conflict Management, a consulting and training company that specializes in conflict management systems. He has taught in the psychology departments of the University of South Carolina at Columbia and the University of Texas at Austin, and is the author of When Push Comes to Shove: A Practical Guide to Mediating Disputes (Jossey-Bass, 1996). RALPH H. HASSON is vice president of Chorda Conflict Management. He also serves in the Graduate School of Business at the University of Texas at Austin, where he teaches negotiation.

Table of Contents

Preface xi(4)
Acknowledgments xv(2)
The Authors xvii
Introduction 1(20)
1 The Hidden Culprit of High Costs: Weak Systems
3(18)
First Principle: Acknowledge Four Ways to Resolve Conflict 21(30)
2 Defining Four Options
23(11)
3 Weighing Costs and Risks of Each Method
34(6)
4 Choosing an Approach to Conflict Management
40(4)
5 The Preferred Path for Cost Control
44(7)
Second Principle: Create Options for Prevention and Early Intervention 51(24)
6 A Template for All Organizations
53(11)
7 Applying the Template: Real Stories
64(11)
Third Principle: Build Collaborative Strength Through Seven Checkpoints 75(84)
8 Seven Checkpoints
77(3)
9 Clarify Policy
80(8)
10 Define Roles and Responsibilities
88(17)
11 Revise Documents
105(8)
12 Establish Selection Criteria
113(9)
13 Provide Education and Training
122(13)
14 Strengthen Support Systems
135(9)
15 Evaluate the System
144(15)
Fourth Principle: Use the Mediation Model to Build Consensus Among Decision Makers and Users 159(38)
16 Assumptions About Change
161(5)
17 Phase One: Draft a Blueprint
166(18)
18 Phase Two: Implement the Plan
184(6)
19 Phase Three: Review the System Annually
190(7)
Conclusion 197(4)
20 Conclusion: A Vision for Your Organization
199(2)
Resource A: Glossary 201(2)
Resource B: Ombudsman Code of Ethics and Standards of Practice 203(2)
Resource C: Skills Courses 205(2)
Endnotes 207(12)
References 219(6)
For Further Reading 225(2)
Index 227

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