RAL_LAC
Monografia
228GRAL
LACEY, Hoda
How to resolve conflict in the workplace / Hoda Lacey.- Hampshire : Gower, 2000.- XVII, 195p. ; 24cm
Includes bibliographical references, sources and resources and index. | Fundo documental do GRAL
ISBN 0-566-08073-7 (Broch.) :
RESOLUÇÃO ALTERNATIVA DE LITÍGIOS, MEDIAÇÃO LABORAL
PART I - THE NATURE OF CONFLICT : 1. Learning and unlearning. 2. The anatomy of a conflict. 3. Conflict in the workplace. PART II - THE SKILLS OF CONFLICT RESOLUTION : 4. Developing a win/win approach. 5. Learning to respond. 6. Creating empathy. 7. Using assertiveness. 8. Handling power constructively. 9. Dealing with emotions. 10. Overcoming reluctance. PART III - THE TOOLS OF CONFLICT RESOLUTION : 11. Mapping. 12. Mediation.