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The Pfeiffer Book of Successful Conflict Management Tools

Book Description

The Pfeiffer Book of Successful Managing Conflict Tools is organized into three sections: Presentations and Discussions (articles); Experiential Learning Activities; and Inventories, Questionnaires, and Surveys. These selections represent the all-time best the Pfeiffer Annuals and Handbooks have to offer on the topic. The Pfeiffer Book of Successful Managing Conflict Tools

  • Provides articles that offer timeless advice for dealing and classifying organizational conflict

  • Contains complete, ready-made training exercises designed to meet a variety of needs for different audiences

  • Offers inventories that include questionnaires and instruments that help participants recognize the destructive effects of hidden agendas and how to deal with them and surveys that encourage honest talk about controversial issues in the organization

Table of Contents

  1. Copyright
  2. How to Use This Resource
  3. About the Editor
  4. Introduction
  5. 1. Presentation and Discussion Resources
    1. 1.1. The Art of Creative Fighting
      1. 1.1.1. The Nature of Conflict
      2. 1.1.2. Strategies for Managing Conflict
      3. 1.1.3. Creative Fighting
      4. 1.1.4. Summary
    2. 1.2. Conflict-Resolution Strategies
      1. 1.2.1. Responses to Conflict Situations
      2. 1.2.2. Negotiation Skills
    3. 1.3. Win/Lose Situations
      1. 1.3.1. Potential Results of Win/Lose
      2. 1.3.2. From Win/Lose to Win/Win
    4. 1.4. A Taxonomy of Intergroup Conflict-Resolution Strategies
      1. 1.4.1. Conflict-Avoidance Strategies
      2. 1.4.2. Conflict-Defusion Strategies
      3. 1.4.3. Conflict-Containment Strategies
      4. 1.4.4. Conflict-Confrontation Strategies
      5. 1.4.5. Summary
    5. 1.5. Developing Collaboration in Organizations
      1. 1.5.1. Functional and Dysfunctional Forms of Cooperation and Competition
      2. 1.5.2. The Role of Competition
      3. 1.5.3. The Role of Collaboration
      4. 1.5.4. Comparing Competition and Collaboration
      5. 1.5.5. Bases of Collaboration
      6. 1.5.6. Interventions to Build Collaboration in Organizations
      7. 1.5.7. Conclusion
    6. 1.6. Constructive Conflict in Discussions: Learning to Manage Disagreements Effectively
      1. 1.6.1. Conflict As a Positive Force
      2. 1.6.2. Outgrowths of Conflict
      3. 1.6.3. Managing Conflict Effectively
      4. 1.6.4. Summary
    7. 1.7. Dealing with Disruptive People in Meetings
      1. 1.7.1. Preventing Disruptions
      2. 1.7.2. During the Meeting
      3. 1.7.3. When All Else Fails
    8. 1.8. Confrontational Communication
      1. 1.8.1. Introduction
      2. 1.8.2. Inquire
      3. 1.8.3. Empathize
      4. 1.8.4. Ask Permission
      5. 1.8.5. Explain or Offer Choices
      6. 1.8.6. Conclusion
    9. 1.9. A Positive Approach to Resistance
      1. 1.9.1. Dealing Positively with Resistance
      2. 1.9.2. Conclusion
    10. 1.10. Breaking Down Boundaries: Breaking Through Resistance
      1. 1.10.1. Toward a Healthy Hierarchy
      2. 1.10.2. Going Beyond Turf and Territory
      3. 1.10.3. Summary
  6. 2. Experiential Learning Activities
    1. Experiential Learning Activities: Conflict and the Team
    2. 2.1. What to Look for in Groups: An Observation Guide
      1. 2.1.1. What To Look For In Groups
    3. 2.2. Conflict Styles: Organizational Decision Making
      1. 2.2.1. Conflict Styles Solution
      2. 2.2.2. Conflict Styles Work Sheet
      3. 2.2.3. Conflict Styles Theory Sheet
    4. 2.3. Win As Much As You Can: An Intergroup Competition
      1. 2.3.1. Win As Much As You Can Tally Sheet
    5. 2.4. Power Poker: What's in It for Me?
      1. 2.4.1. Power Poker Facilitator Notes
      2. 2.4.2. Power Poker Sample Play Sheet
      3. 2.4.3. Power Poker Swap Sheet
      4. 2.4.4. Power Poker Ranking/Scoring Chart
    6. 2.5. Trouble in Manufacturing: Managing Interpersonal Conflict
      1. 2.5.1. Trouble in Manufacturing Primer on Conflict
      2. 2.5.2. Trouble in Manufacturing Case-History Sheet
      3. 2.5.3. Trouble in Manufacturing Role Sheet 1
      4. 2.5.4. Trouble in Manufacturing Role Sheet 2
      5. 2.5.5. Trouble in Manufacturing Role Sheet 3
      6. 2.5.6. Trouble in Manufacturing Role Sheet 4
      7. 2.5.7. Trouble in Manufacturing Observer Sheet
    7. 2.6. Dynasell: Hidden Agendas and Trust
      1. 2.6.1. Dynasell Instruction Sheet
      2. 2.6.2. Dynasell Special Instruction Sheet
    8. 2.7. Current Status: A Feedback Activity on Trust
      1. 2.7.1. Current Status Inventory
    9. Experiential Learning Activities: Conflict and the Individual
    10. 2.8. Retaliatory Cycle: Introducing the Elements of Conflict
      1. 2.8.1. Retaliatory Cycle Model
      2. 2.8.2. Retaliatory Cycle Handout
    11. 2.9. Alter Ego: Saying What You Mean
    12. 2.10. Conflict Role Play: Resolving Differences
      1. 2.10.1. Conflict Role Play Sheet
      2. 2.10.2. Conflict Role Play Sheet
      3. 2.10.3. Conflict Role Play Sheet
      4. 2.10.4. Conflict Role Play Sheet
      5. 2.10.5. Conflict Role Play Sheet
      6. 2.10.6. Conflict Role Play Sheet
      7. 2.10.7. Conflict Role Play Sheet
    13. 2.11. Resistance: A Role Play
      1. 2.11.1. Resistance Team Member Role Sheet
      2. 2.11.2. Resistance Rating Sheet
      3. 2.11.3. Resistance Role Sheet: Vice President A
      4. 2.11.4. Resistance Role Sheet: Vice President B
      5. 2.11.5. Resistance Data Analysis Chart
    14. 2.12. Neutral Corner: Deciding on an Issue
      1. 2.12.1. Neutral Corner Scoring Example
    15. 2.13. Communication Games: Eliminating Unproductive Behavior During Performance Reviews
      1. 2.13.1. Communication Games Descriptions
      2. 2.13.2. Communication Games Work Sheet
      3. 2.13.3. Communication Games Answer Sheet
      4. 2.13.4. Communication Games Tips for Improving Feedback and Oral Communications
      5. 2.13.5. Communication Games Guidelines for Useful Feedback
    16. 2.14. The Company Task Force: Dealing with Disruptive Behavior
      1. 2.14.1. The Company Task Force Background Sheet
      2. 2.14.2. The Company Task Force Role Sheet 1
      3. 2.14.3. The Company Task Force Role Sheet 2
      4. 2.14.4. The Company Task Force Role Sheet 3
      5. 2.14.5. The Company Task Force Role Sheet 4
      6. 2.14.6. The Company Task Force Role Sheet 5
      7. 2.14.7. The Company Task Force Role Sheet 6
      8. 2.14.8. The Company Task Force Role Sheet 7
      9. 2.14.9. The Company Task Force Role Sheet 8
      10. 2.14.10. The Company Task Force Role Sheet 9
    17. Experiential Learning Activities: Conflict and the Organization
    18. 2.15. Budget Cutting: Conflict and Consensus Seeking
      1. 2.15.1. Budget Cutting Instruction Sheet
      2. 2.15.2. Budget Cutting Key Facts Sheet
      3. 2.15.3. Budget Cutting Priorities Sheet
      4. 2.15.4. Budget Cutting Priorities Sheet
      5. 2.15.5. Budget Cutting Priorities Sheet
      6. 2.15.6. Budget Cutting Priorities Sheet
      7. 2.15.7. Budget Cutting Priorities Sheet
      8. 2.15.8. Budget Cutting Priorities Sheet
    19. 2.16. Winterset High School: An Intergroup-Conflict Simulation
      1. 2.16.1. Winterset High School Background Sheet
      2. 2.16.2. Winterset High School Principal's Role Sheet
      3. 2.16.3. Winterset High School Guidance Counselor's Role Sheet
      4. 2.16.4. Winterset High School Maintenance Staff's Role Sheet
    20. 2.17. Crime-Fighting Task Force: Understanding Political Tactics in Groups
      1. 2.17.1. Crime-Fighting Task Force Situation Sheet
      2. 2.17.2. Crime-Fighting Task Force Political Tactics Sheet
      3. 2.17.3. Crime-Fighting Task Force Role Sheet 1
      4. 2.17.4. Crime-Fighting Task Force Role Sheet 2
      5. 2.17.5. Crime-Fighting Task Force Role Sheet 3
      6. 2.17.6. Crime-Fighting Task Force Role Sheet 4
      7. 2.17.7. Crime-Fighting Task Force Role Sheet 5
      8. 2.17.8. Crime-Fighting Task Force Role Sheet 6
      9. 2.17.9. Crime-Fighting Task Force Observer Sheet
    21. 2.18. Piccadilly Manor: Improving Decision Making in a Political Milieu
      1. 2.18.1. Piccadilly Manor Rational and Nonrational Decision Making Handout
      2. 2.18.2. Piccadilly Manor Background Sheet
      3. 2.18.3. Piccadilly Manor Case Study and Roles Sheet
      4. 2.18.4. Piccadilly Manor Observer Sheet
    22. 2.19. Merger Mania: Understanding Intercultural Negotiation
      1. 2.19.1. Merger Mania Memo
      2. 2.19.2. Merger Mania Role Sheet A: Company Representative, Sun
      3. 2.19.3. Merger Mania Role Sheet B: Company Representative, Conglomerate
      4. 2.19.4. Merger Mania Role Sheet C: Company Representative, Grand Baton
      5. 2.19.5. Merger Mania Role Sheet D: Company Representative, Ajax
      6. 2.19.6. Merger Mania Stipulation
      7. 2.19.7. Merger Mania Observer Sheet
    23. 2.20. Lindell-Billings Corporation: A Confrontation Role Play
      1. 2.20.1. Lindell-Billings Corporation Case Sheet
      2. 2.20.2. Lindell-Billings Corporation Organization Chart
  7. 3. Inventories, Questionnaires, and Surveys
    1. 3.1. Conflict Management Climate Index
      1. 3.1.1. Uses of the Instrument
      2. 3.1.2. A Few Notes on Scoring
      3. 3.1.3. Conflict-Management Climate Index
      4. 3.1.4. Conflict-Management Climate Index Scoring and Interpretation Sheet
      5. 3.1.5. Climate Factors Affecting Conflict Management in Organizations
      6. 3.1.6. Conclusion
    2. 3.2. Cornerstones: A Measure of Trust in Work Relationships
      1. 3.2.1. Introduction
      2. 3.2.2. Description of the Instrument
      3. 3.2.3. Administering the Survey
      4. 3.2.4. Scoring the Survey
      5. 3.2.5. Interpreting the Results
      6. 3.2.6. Using the Results
      7. 3.2.7. Psychometric Properties of the Instrument
      8. 3.2.8. Cornerstones Trust Survey
      9. 3.2.9. Cornerstones Trust Survey Self-Scoring Sheet
      10. 3.2.10. Cornerstones Trust Survey Handout
    3. 3.3. The Team Effectiveness Critique
      1. 3.3.1. Factors Contributing to Team Development and Effectiveness
      2. 3.3.2. Use of the Team Effectiveness Critique
      3. 3.3.3. The Team Effectiveness Critique
    4. 3.4. Trust-Orientation Profile
      1. 3.4.1. Background
      2. 3.4.2. Creating and Maintaining Trust
      3. 3.4.3. The Instrument
      4. 3.4.4. Conclusion
      5. 3.4.5. Trust-Orientation Profile
      6. 3.4.6. Trust-Orientation Profile Scoring Sheet
      7. 3.4.7. Trust-Orientation Profile Interpretation Sheet
      8. 3.4.8. Trust-Orientation Profile Theory Sheet
    5. 3.5. Conflict-Management Style Survey
      1. 3.5.1. Conflict-Management Style Survey
      2. 3.5.2. Conflict-Management Style Survey Scoring and Interpretation Sheet
    6. 3.6. Communication Audit: A Pairs Analysis
      1. 3.6.1. Introduction
      2. 3.6.2. Administration of the Audit
      3. 3.6.3. Scoring and Interpreting the Results
      4. 3.6.4. Making Action Plans
      5. 3.6.5. Communication Audit
      6. 3.6.6. Guidelines for Scoring and Interpreting Part One
      7. 3.6.7. Guidelines for Interpreting Part Two
      8. 3.6.8. Communication Audit Action Planning Samples
    7. 3.7. Inventory of Anger Communication (IAC)
      1. 3.7.1. Inventory of Anger Communication (IAC)
      2. 3.7.2. Check Yourself
      3. 3.7.3. Inventory of Anger Communication Scoring Key
    8. 3.8. The Defensiveness Inventory
      1. 3.8.1. The Importance of Defensiveness
      2. 3.8.2. Instrument Items and Scaling
      3. 3.8.3. Potential Uses of the Instrument
      4. 3.8.4. Administration of the Defensiveness Inventory
      5. 3.8.5. Defensiveness Inventory Sample Critical Incidents
      6. 3.8.6. Defensiveness Inventory
      7. 3.8.7. Defensiveness Inventory Scoring Sheet
      8. 3.8.8. Defensiveness Inventory Profile Sheet
      9. 3.8.9. Defensiveness Inventory Interpretation Sheet
      10. 3.8.10. Suggestions for Improvement