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Controlling the Costs of Conflict. How to Design a System for Your Organization. Edition No. 1

  • ID: 2210828
  • Book
  • October 1998
  • 256 Pages
  • John Wiley and Sons Ltd
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.
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The Hidden Culprit of High Costs: Weak Systems.

First Principle: Acknowledge Four Ways to Resolve Conflict.

Defining Four Options.

Weighing Costs and Risks of Each Method.

Choosing an Approach to Conflict Management.

The Preferred Path for Cost Control.

Second Principle: Create Options for Prevention and EarlyIntervention.

A Template for All Organizations.

Applying the Template: Real Stories.

Third Principle: Build Collaborative Strength Through SevenCheckpoints.

Seven Checkpoints.

Clarify Policy.

Define Roles and Responsibilities.

Revise Documents.

Establish Selection Criteria.

Provide Education and Training.
Strengthen Support Systems.

Evaluate the System.

Fourth Principle: Use the Mediation Model to Build Cosensus AmongDecision Makers and Users.

Assumptions About Change.

Phase One: Draft a Blueprint.

Phase Two: Implement the Plan.

Phase Three: Review the System Annually.


Conclusion: A Vision for Your Organization.

Resource A: Glossary.

Resource B: Ombudsman Code of Ethics and Standard Practices.

Resource C: Skills Courses.
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Karl A. Slaikeu
Ralph H. Hasson
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