Guide to Managing Workplace Conflict

5-1/2" x 8-1/2", softcover, 11 pages, 10 copies per pack, $32.95. Table of Contents Sample Section Order Now

The impact of conflict in a service organization can be devastating — to the people involved, to coworkers, and to customers.

After all, unresolved conflict is not only a waste of time and resources, but it also leads to employee disengagement and a culture of negativity.

Let Managing Workplace Conflict show your staff the simple rules for heading off conflicts and resolving them quickly when they do occur.

The guide begins with a frank discussion about the many factors that can disrupt office harmony. Many of these factors are beyond reps’ control, it’s how they react to them that determines whether there will be conflict or harmony.

Next, the author suggests a series of nine key behaviors that everyone should practice to ensure a harmonious work environment. These are the interpersonal skills that help us avoid conflict in the first place.

And finally, in case a conflict does arise, the author delves into basic conflict-resolution skills that everyone can use to keep a simple disagreement from turning into a serious dispute.

If you’re dealing with conflicts in the service center, with other departments or just want to give your reps the skills they need to maintain a positive and productive work environment, you’ll find Managing Workplace Conflict a valuable resource for your team.

Managing Workplace Conflict is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful message.

To learn more about Managing Workplace Conflict, you may read the sample section, Nip conflict in the bud. You’ll see how much useful information is packed into a brief half page of this practical guide.

Table of Contents

1. What disrupts office harmony?

2. Lead by example: Nine techniques for maintaining office harmony

   • Practice respect
   • Stay positive
   • Be a team player
   • Resolve conflict
   • Monitor your behavior
   • Keep your emotions in check
   • Don’t sweat the small stuff
   • Take responsibility
   • Remember, mother was right

3. Learn to resolve conflict: The key is listening

4. What to do when you cannot resolve a conflict on your own

5. Tip — Nip conflict in the bud: Don’t let a difference turn into a dispute

6. Tip — Get past emotions: break through techniques

Your Guarantee of Satisfaction

Managing Workplace Conflict is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your copies within 30 days for a full refund.

About the Publisher

Managing Workplace Conflict is published by the Customer Service Group.

The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

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