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The Exchange: A Bold and Proven Approach to Resolving Workplace Conflict de Steven Dinkin

The Exchange: A Bold and Proven Approach to Resolving Workplace Conflict

Autor Steven Dinkin, Barbara Filner, Lisa Maxwell
en Limba Engleză Paperback – 4 apr 2011

Notăm cu interes expertiza autorilor Steven Dinkin, Barbara Filner și Lisa Maxwell, a căror autoritate este susținută de peste un sfert de secol de activitate în cadrul National Conflict Resolution Center. The Exchange nu este o simplă colecție de teorii, ci rezultatul aplicării riguroase a unui model de rezoluție testat în mii de cazuri reale. Remarcăm faptul că această lucrare se adresează direct managerilor care pierd aproape jumătate din timpul de lucru mediind dispute, oferindu-le o metodologie clară pentru a recupera productivitatea pierdută. Suntem de părere că rigoarea procesului în patru etape propus aici transformă gestionarea conflictelor dintr-o artă subiectivă într-o competență managerială precisă. Cititorul care a aplicat deja exercițiile din The Big Book of Conflict Resolution Games de Mary Scannell va găsi în The Exchange cadrul structural necesar pentru a trece de la activități de comunicare la o intervenție formală și eficientă în situații de criză. Cartea este organizată progresiv, începând cu etapa de pregătire și desfășurarea întâlnirilor private, culminând cu sesiunea comună de problem-solving. Această structură logică asigură faptul că nicio problemă nu este abordată fără o bază de siguranță psihologică prealabilă. De asemenea, lucrarea include perspective esențiale despre cultură și diversitate, elemente care adesea complică dinamica disputelor în organizațiile moderne, oferind instrumente pentru medierea în contexte de restructurare sau fuziune.

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Specificații

ISBN-13: 9781439852989
ISBN-10: 1439852987
Pagini: 140
Ilustrații: 1 b/w image, 3 tables and CRC DOES NOT HOLD COPYRIGHT!
Dimensiuni: 156 x 234 x 10 mm
Greutate: 0.25 kg
Ediția:1
Editura: Taylor & Francis
Colecția Productivity Press
Locul publicării:Oxford, United Kingdom

Public țintă

Professional Practice & Development

De ce să citești această carte

Recomandăm această carte liderilor care doresc să elimine abordările de tip „încercare și eroare” în gestionarea tensiunilor dintre angajați. Veți câștiga un sistem predictibil pentru a dezarma conflictele încărcate emoțional înainte ca acestea să devină volatile. Este un instrument esențial pentru orice director sau manager de resurse umane care vizează o cultură organizațională bazată pe înțelegere reciprocă și obiective comune.

Despre autor

Steven Dinkin este președintele National Conflict Resolution Center (NCRC), o organizație recunoscută la nivel internațional pentru excelență în mediere. Împreună cu Barbara Filner și Lisa Maxwell, experți veterani în formarea profesională și soluționarea disputelor, aceștia au instruit mii de profesioniști în tehnici de comunicare strategică. Expertiza lor colectivă este ancorată în decenii de practică directă, transformând NCRC într-un reper global pentru managementul conflictelor în mediul de afaceri și guvernamental.

Descriere scurtă

This book introduces a process called The Exchange that will make ones job easier. It is about the kinds of conflicts that drive a manager or supervisor crazy. The book is intended for the designated problem solvers, whether official or unofficial.

Cuprins

A Different Approach to Resolving Workplace Disputes. How the Exchange Works: A Case Study. Getting Ready. Holding Private Meetings. Stage III: Conducting the Joint Meeting. Problem Solving: Building a Solution Together. Culture, Diversity, and Other Things That Matter. Tips for Bridging Cultural Gaps. Making the Most of the Exchange in Your Organization. Using the Exchange with the People and Organizations You Serve. About the Exchange and Its Creators. Index.

Notă biografică

Barbara Filner has been the director of training for NCRC since 1984. She has a master’s degree in teaching from Indiana University and has worked as a teacher, a labor union official, and an analyst in local and state government. She has designed and conducted workshops on mediation and conflict resolution in the workplace in both the United States and Europe. She has lived in Pakistan, India, and Egypt, and thus brings a multicultural perspective to this book. She has also co-written two books about culture and conflict, Conflict Resolution Across Cultures (Diversity Resources) and Meditation Across Cultures (Amherst Educational Publishing).
Steven P. Dinkin is president of NCRC. He received his law degree from George Washington University, where he taught a mediation clinic as an adjunct law professor. He has also taught mediation courses in the United States, Europe, and Latin America. For several years with the Center for Dispute Settlement in Washington, DC, Steve served as an employment and workplace mediator for the Equal Employment Opportunity Commission and other federal agencies. In 2003 he moved to San Diego to lead NCRC. His experience managing a talented and opinionated staff has contributed to the realism of this book.
Lisa Maxwell has traveled all over the world as a senior trainer for NCRC, a position she has held for almost 20 years. She has trained people in The Exchange, and in mediation in general, in Mexico and other Latin American countries, as well as in Latino communities in the United States. Lisa has a master’s degree in education from San Diego State University and has developed curricula and taught courses at the high school and university levels. Lisa has worked with businesses, with the military, and with nonprofit organizations on finding creative and effective ways to manage conflicts.

Recenzii

Workplace conflict is a great time, energy, and productivity sapper. With The Exchange, the authors deliver an extraordinary method for resolving disputes quickly and simply and for the greatest benefit of the organization.
—Marshall Goldsmith, New York Times Best-Selling Author of MOJO and What Got You Here Won’t Get You There

If you don’t learn how to resolve conflict in your workplace, your organization can never thrive. What Dinkin, Filner, and Maxwell have to teach us is worth studying and implementing. It could be the difference between having a so-so organization and a great one.
—Ken Blanchard, co-author of The One Minute Manager® and Lead with LUV
Transforming society to be more collaborative, more inclusive and more solutions focused requires a methodology that works. That methodology is The Exchange.
—Michael M. Crow, President, Arizona State University
The Exchange was a highly professional, interactive, engaging and effective training that provided us all with many new techniques in problem-solving and conflict resolution. The healthcare industry has needed a program like The Exchange for many years, and I am relieved to know that we finally have a professional, well organized program to refer to when conflicts arise in our hospitals and clinics.
—Evan Burkett, Chief Human Resource Officer, Sanford Health, the largest rural healthcare system in the United States
Conflict is inherent for any group of people striving to create a result with limited resources. The Exchange helps people with a way to facilitate mutual understanding and common goals in order to move to a better place.
—Bill Geppert, Senior Vice President, Cox Communications, Inc.

Descriere

Studies indicate that on average, managers and supervisors spend a little more than forty percent of their time resolving workplace conflicts. All this time adds up to a lot of headaches, a hit to morale, and a significant loss in productivity. The Exchange: A Bold and Proven Approach to Resolving Workplace Conflict is for every director, manager, and supervisor who is tired of using trial and error to put out fires. Supplying readers with proven tools for resolving emotionally charged disputes, this go-to-guide details a four-stage process derived from the conflict resolution model used for more than 25 years at the National Conflict Resolution Center. Designed specifically for the workplace, this highly structured process facilitates the discussion of intense emotional issues so you can learn to preempt and de-escalate disputes before they become volatile. Whether your company is restructuring, downsizing, or merging—or simply needs helpful techniques for use in meetings with angry, disruptive, and disputing employees—The Exchange is for you! Praise for: ... the authors deliver an extraordinary method for resolving disputes quickly and simply and for the greatest benefit of the organization. —Marshall Goldsmith, New York Times Best-Selling Author It could be the difference between having a so-so organization and a great one. —Ken Blanchard, co-author of The One Minute Manager® and Lead with LUV ... we finally have a professional, well-organized program to refer to when conflicts arise in our hospitals and clinics. —Evan Burkett, Chief Human Resource Officer, Sanford Health ... a way to facilitate mutual understanding and common goals in order to move to a better place. —Bill Geppert, Senior Vice President, Cox Communications, Inc.