------------------------------------------------------------------

     Conflict Management E-Newsletter

               January 2002 #24

------------------------------------------------------------------

A reminder that the instructions to unsubscribe

are at the end of the newsletter.  And that new

subscriptions are always welcome. Tell a colleague!

------------------------------------------------------------------

1. Articles

The Top 10 Tips on Managing Conflict, Emotional

Tension and Anger

By Clare Albright

To be a safe and predictable person for those

around you at work and at home, it is essential

that you are able to maintain your composure

when you feel like your 'buttons' are being pushed.

This strength will help you to achieve your goals in

business as well as your goals for your personal

relationships.

Settling Employment Disputes

By Stephen Cabot

The extensive news coverage of sex harassment

and discriminating cases has fueled the raging

fire of employment litigation. "Every individual who

feels slighted at work now thinks he has a legally

cognizable employment claim." Moreover, media

trumpeting of exorbitant jury awards gives workers

the impression that filing a lawsuit is like buying a

winning lottery ticket. It is often in the interest of both

parties to settle an employment claim at the onset.

Violence and Harassment In The Workplace:

The 10 Most Common Mistakes Companies Make

Lynne McClure, Ph.D.

Read what nationally acclaimed consultant Dr McClure

has to say about workplace harassment and violence.

Employers are more liable -- and less prepared -- than

many of them realize.

------------------------------------------------------------------

2. Workplace Answers

Provide web based training solutions on workplace

violence and harassment. Review their innovative

products through a free demo at:

------------------------------------------------------------------

3. Selected Websites on Dialogue

Dialogue has emerged as a key concern

amongst international organizations. It has

been the subject of a number of studies by

the Union of International Associations.

------------------------------------------------------------------

4. To get your point across in a noisy,

often wary New Normal world, see

the seven "brain darts" tools at

--------------------------------------------------------------

5. EQ.org

Emotional Intelligence is the ability to

sense, understand and effectively apply the

power and acumen of emotions as a source

of human energy, information and influence.

Emotional Intelligence emerges not from the

musings of rarefied intellect, but from the

workings of the human heart.

This site contains a number of interesting articles

on emotional literacy by authors such as

John Gray, Claude Steiner, Daniel Goleman

and Deepak Chopra.

--------------------------------------------------------------

6. Developing an Internal Complaint Mechanism

An internal complaint mechanism (ICM) gives

agencies a second chance to provide quality service.

It allows them the opportunity to correct errors before

external agencies, politicians or the media become

involved. At the same time, data gleaned from complaints

may highlight opportunities to improve policies,

programs or service delivery.

Public Report No. 40, September 2001

to the Legislative Assembly of British Columbia

M/

(If link is broken, paste entire url into your location field and

press enter)

----------------------------------------------------------------------

7.  Quotes

"Peace cannot be kept by force. It can only be

achieved by understanding."

Albert Einstein

"Crisis in dialogue occurs when the participants . . .

fail really to address each other but turn away defensively,

each within himself, for the purpose of self-justification."

Reule Howe

----------------------------------------------------------------------

8. Great Place to Work® Institute

We help companies improve corporate performance

and raise the quality of work life for their employees.

Our extensive research and experience in this area

has confirmed our definition of a Great Place To Work®

as one where …

You TRUST the people you work for,

have PRIDE in what you do

and ENJOY the people you work with

----------------------------------------------------------------------

9. New Book

The Coach's Handbook:

Exercises for Resolving Conflict in the Workplace

By Timothy E. Ursiny Ph.D.

This handbook is specifically designed for the internal

coach or manager working within a business setting.

It is a practical guide with many "no nonsense" exercises

for dealing with conflictual situations.

With this workbook you will learn how to:

·       Recognize destructive styles of communication quickly

·       Prevent misunderstandings between coworkers

·       Deal effectively with different styles of individuals

·       Support your coachees in the way that is most meaningful

·       Utilize a 3-stage model for talking through conflict

·       Metacommunicate with others

·       Avoid the most common mistakes people make

        when dealing with upset individuals

·       Coach others to develop superior conflict resolution skills

·       Build solid communication with people you coach or manage

·       Save time and energy by resolving conflict quickly and

        efficiently

Table of Contents:

Chapter 1: Conflict in the Workplace: A Coach's Role

Chapter 2: Negative Conflict Styles

Chapter 3: Negative Conflict Patterns

Chapter 4: The Impact of Personality Styles

Chapter 5: Talking Through Conflict: Feelings, Fairness, and Integrity

Chapter 6: The Coaching Relationship: The Crucial Role of Support

Chapter 7: Conclusion and Next Steps

Appendix A: The Top Ten Mistakes Made with Upset People

----------------------------------------------------------------------

10. Feedback and Subscriptions welcome

If you have any suggestions, tips, or other comments,

send an e-mail to johnford@mediate.com.

New subscriptions are welcome. Forward this to a

friend or colleague.

----------------------------------------------------------------------

The Conflict Management E-Newsletter

Published by John Ford and Associates

To subscribe and unsubscribe

Send a blank email to:

conflictmanagement-subscribe@yahoogroups.com

conflictmanagement-unsubscribe@yahoogroups.com

To review previous newsletters on the web:

----------------------------------------------------------------------