عنوان

Mediation for managers :

شابک

1857883152

شماره

b514307

عنوان اصلي

Mediation for managers :

نام عام مواد

[Book]

ساير اطلاعات عنواني

resolving conflict and rebuilding relationships at work /

نام نخستين پديدآور

John Crawley & Katherine Graham

محل نشرو پخش و غیره

London :

نام ناشر، پخش کننده و غيره

Nicholas Brealey,

تاریخ نشرو بخش و غیره

2002

نام خاص و کميت اثر

xi, 227 pages ;

ابعاد

24 cm

متن يادداشت

Understanding Mediation -- The Potential of Mediation -- Defining mediation -- The benefits of mediating managers -- Interactive mediation -- Applications of mediation -- The Cost and Value of Conflict -- Choices for managers -- Conflict management styles -- Why is conflict so rampant at work? -- The cost of conflict -- The positive potential of conflict -- The Mediation Approach -- The conflict zone -- Case study: A manager getting out of the conflict zone -- Rapport: At the heart of mediation skills -- Taking the blame out of interactions -- Case study: Giving people a chance to step back -- Taking the adversity out of diversity -- Case study: We're not racist but... -- Key qualities of mediators -- Encouraging people to mediate -- Case study: "He'll never listen" -- Case study: "I simply don't have the time" -- Mediation in Action -- A Map of the Process -- The sequence of mediation -- The mediation dynamic -- Case study: Mediation at first sight -- Working with the Parties Separately -- Case study: Environmental Projects -- Setting the scene and building rapport -- Reflective listening -- Getting people outside their conflict zone -- Encouraging people to mediate -- Impartiality -- A Joint Mediation Session -- Stage 3: Assessment and setting up a joint meeting -- Preparing the parties -- Preparing the venue -- Stages 4 and 5: Setting the scene, exploring and working on the issues -- Conversation management -- Setting the scene and building rapport -- Structuring the interaction -- Controlling the interaction -- Facilitation -- Moving On -- Stage 6: Building agreements and relationships; and Stage 7: Closure -- Creating a safe space for exchange of information, feelings, and perceptions -- Keeping it safe, keeping things moving -- Generating and assessing options -- Closing on the issues -- Firming up agreements -- Closing on the interaction and the process -- Mediating a High-Conflict Situation -- Case study: Ozone -- Ripeness for mediation -- Sorting the issues into what can and can't be taken forward -- Managing anger and aggression -- Advanced facilitation -- Using Mediation for Group Disputes -- Case study: A team on the point of collapse -- Neutral assessment -- Building a safe, collaborative environment -- Facilitating a collaborative process of resolution -- Equality routines -- Tips for inter-group disputes -- Day-to-Day Mediation Skills -- Maintaining Dialogue under Pressure -- Case study: Creating a performance management dialogue using conversation management -- Case study: Managing a very difficult customer by defusing aggression and needs-based problem solving -- Responding Constructively to the "Isms" -- Case study: Tackling the office sexist -- Case study: Managing a sudden racist outburst -- Investigating Sensitive Issues -- Finding out or coming out with findings? -- What makes a good investigator? -- Case study: Is this bullying? -- Interviewing the complainant -- A formal investigation -- Getting Mediation into Your Organization -- Assessing the impact of conflict -- When is mediation appropriate? -- Building mediation into your organization -- Case study: Training staff in mediation skills -- Case study: Establishing a colleague support network -- Case study: Building a mediation capacity into existing welfare provision -- Best practice for in-house mediators -- Evaluating mediation -- Materials for a Workplace Mediation Service -- Sample intake form -- Sample mediator's case assessment form -- Sample information for parties going through mediation -- Mediation party evaluation questionnaire

بدون عنوان

0

موضوع مستند نشده

Mediation and conciliation, Industrial.

موضوع مستند نشده

Mediation.

شماره

ويراست

مستند نام اشخاص تاييد نشده

Crawley, John.

مستند نام اشخاص تاييد نشده

Graham, Katherine.

تاريخ عمليات

20020925155003.0

قواعد فهرست نويسي ( بخش توصيفي )

rda

نام الکترونيکي

نوع ماده

[Book]

تكميل شده

Y