Conflict and Dispute Resolution is a guide to understanding the underlying aspects of conflict in small and large organisations. The book comprehensively covers the skills and processes needed by students, trainers, dispute resolution practitioners, managers and employees and other stakeholders who want to deal with conflict more effectively.

• Uses case examples and dialogues to assist the reader to become more effective in providing a range of processes for parties to achieve their outcomes.
• Explains the skills, knowledge and attitudes needed to handle dilemmas and to become reflective practitioners.
• Applies conflict and mediation theory to build skills in dispute resolution.
• Uses practical information for internal and external interveners to show how to assess and manage the most appropriate process for dealing with workplace disputes.
• Encourages diverse thinking about how conflict impacts not only on the individual, but also on relationships and their environment in the broadest sense.

Contents

• Part 1 Setting the Scene: Conflict and its Influences
• 1. Understanding What Creates Conflict
• 2. Conflict in the Workplace in Context
• 3. Conflict as Catastrophe or Catalyst for Change
• Part 2 Mediation and Other Processes
• 4. Processes for Handling Conflict and their Application
• 5. Mediating in the Workplace
• 6. Other Processes for Dispute Resolution
• 7. Skills
• 8. Techniques
• 9. Collaborative Problem Solving and Strategies for Negotiation
• Part 3 Integrating Professional Practice
• 10. Challenges for Practice
• 11. Practice Considerations
• 12. Reflecting In and On Practice
• Appendix 1 Mediation Agreement
• Appendix 2 Ethical Guidelines for Mediators