Cover image for Controlling the costs of conflict : how to design a system for your organization
Controlling the costs of conflict : how to design a system for your organization
Slaikeu, Karl A., 1944-
Personal Author:
Publication Information:
San Francisco : Jossey-Bass, [1998]

Physical Description:
xvii, 233 pages : illustrations ; 24 cm
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HD42 .S59 1998 Adult Non-Fiction Non-Fiction Area

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Written for non-experts in jargon-free language, this work shows how to create systems within organizations that preempt the monetary, strategic, and emotional costs associated with on-the-job conflict. Its clear and simple approach translates advanced concepts into practical how-tos and provides readers with four guiding principles they can follow to create conflict control systems of their own. Amply illustrated with real-world examples, it details the policies, procedures, and practices that make for successful control systems and tells precisely how to implement them.

Author Notes

KARL A. SLAIKEU is president of Chorda Conflict Management, a consulting and training company that specializes in conflict management systems. He has taught in the psychology departments of the University of South Carolina at Columbia and the University of Texas at Austin, and is the author of When Push Comes to Shove: A Practical Guide to Mediating Disputes (Jossey-Bass, 1996). RALPH H. HASSON is vice president of Chorda Conflict Management. He also serves in the Graduate School of Business at the University of Texas at Austin, where he teaches negotiation.

Table of Contents

The Hidden Culprit of High Costs: Weak Systems
First Principle: Acknowledge Four Ways to Resolve Conflict
Defining Four Options
Weighing Costs and Risks of Each Method
Choosing an Approach to Conflict Management
The Preferred Path for Cost Control
Second Principle: Create Options for Prevention and Early Intervention
A Template for All Organizations
Applying the Template: Real Stories
Third Principle: Build Collaborative Strength Through Seven Checkpoints
Seven Checkpoints
Clarify Policy
Define Roles and Responsibilities
Revise Documents
Establish Selection Criteria
Provide Education and Training
Strengthen Support Systems
Evaluate the System
Fourth Principle: Use the Mediation Model to Build Cosensus Among Decision Makers and Users
Assumptions About Change
Phase One: Draft a Blueprint
Phase Two: Implement the Plan
Phase Three: Review the System Annually
Conclusion: A Vision for Your Organization
Resource A Glossary
Resource B Ombudsman Code of Ethics and Standard Practices
Resource C Skills Courses