Cover image for Resolving conflicts at work : a complete guide for everyone on the job
Resolving conflicts at work : a complete guide for everyone on the job
Cloke, Ken, 1941-
Personal Author:
First edition.
Publication Information:
San Francisco : Jossey-Bass, [2000]

Physical Description:
xiv, 251 pages : illustrations ; 24 cm
General Note:
Includes index.
Added Author:
Format :


Call Number
Material Type
Home Location
Central Library HD42 .C56 2000 Adult Non-Fiction Non-Fiction Area

On Order



Create a new sense of yourself in your organization, a new direction in your life, and a new understanding of your adversaries with this highly practical guide for resolving conflicts, miscommunications, and misunderstandings at work. Two veteran professionals show you how conflicts-and the process of resolving them-can offer extraordinary opportunities for personal growth, deeper and more satisfying relationships, and enhanced morale.

Author Notes

Kenneth Cloke, J.D., L.L.M., Ph.D., is director of the Center for Dispute Resolution and is a mediator, arbitrator, consultant, and trainer to individuals, large organizations, and corporations

Table of Contents

Warren Bennis
Foreword: Conflict: A Leader's Challengep. vii
Prefacep. xiii
Introduction: Eight Strategies to Move from Impasse to Transformationp. xix
Strategy 1 Change the Culture and Context of Conflictp. 1
Strategy 2 Listen Actively, Empathetically, and Responsivelyp. 35
Strategy 3 Acknowledge and Integrate Emotions to Solve Problemsp. 75
Strategy 4 Search Beneath the Surface for Hidden Meaningp. 119
Strategy 5 Separate What Matters from What Gets in the Wayp. 155
Strategy 6 Stop Rewarding and Learn from Difficult Behaviorsp. 197
Strategy 7 Solve Problems Creatively, Plan Strategically, and Negotiate Collaborativelyp. 237
Strategy 8 Explore Resistance, Mediate, and Design Systems for Prevention and Resolutionp. 283

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