Conflict management

An in-depth treatment of both concepts and contexts of conflict management, this text explores the many factors that can lead to
interpersonal conflict (especially in the workplace) and details the appropriate communication skills to manage these differences effectively.
Among the book's outstanding features, it:
• explores the nature of interpersonal conflict;
• presents a five-step model for conflict management;
• provides an understanding of the verbal and nonverbal strategies that facilitate productive conflict-handling behavior;
• includes a unique and thorough method for dealing with conflict deriving from gender-based differences in communication (exploring their impact on how women and men regard, express, and manage conflict);
• contains the most comprehensive exploration available on the pseudo- conflicts that often arise from intercultural interaction and how these cultural differences can be anticipated, assessed, and avoided;
• addresses the previously unexplored area of how unnecessary misunderstandings frequently result from written communication and provides steps to manage or avoid these conflicts.
Realistic case studies and examples (derived from personal and professional contexts) are incorporated into each chapter, and exercises target the intervention strategies and communication skills essential for effective conflict management