Workplace Conflict Resolution Essentials For Dummies, Australian and New Zealand Edition

Index

• A •

acceptance, valuing, 19

accessibility, demonstrating, 99

accomplishment, valuing, 19

acknowledgements, listening for, 126

active listening, 89

adapting to changes in workplace, 32–34

agenda

common topics, 100–101

creating during meeting, 98–101

creation for group meetings, 148

presentation at group meetings, 151

using for negotiations, 101

agreements

interim, 138–139

writing down, 136–137

alliances in workplaces, dealing with, 41

anger, complexity of, 23, 24

apologies in mediation, 126–128

asking, preferred to assuming, 43

assigned roles, acknowledging, 35–36

assumptive questions, 112

attrition, settlement of agreements by, 133–134

autonomy, valuing, 19

available, being, 168

avoiding conflict, 26–27

• B •

balanced agreements, 131–132

benchmarks for groups, creating, 158

body language

awareness of own, 88–89

of others and of self, 16–17

boundaries, testing, 115

brainstorming, 107–108, 120

breakout groups, use of, 149–150

bullying, ignoring, 50

• C •

change in workplaces

adapting to, 32–34

being uncomfortable with, 59–60

cliques

formation of, 38–39

handling, 40

negative aspects of, 40

positive aspects of, 39

closed-ended questions, 109

coaching employees in conflict resolution, 70–71

coaching rather than rescuing, 57–58

common agenda topics, 100–101

common contributors to conflict, 6–8

common ground

finding, 168–169

identifying in private meetings, 120

communication

as agenda topic, 101

changing goals of, 14

encouraging, 103–105

communication mishaps, handling, 7–8