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• Cover
• Endorsements
• Titlepage
• Dedication
• Contents
• List of Figures
• List of Tables
• Preface to the second edition
• Introduction
• The challenges of managing conflict
• The cost of conflict
• A lack of a coherent resolution strategy undermines organizations’ efforts to resolve conflict
• Dealing with the ‘f words’ of the modern organization
• Redefining resolution
• An emerging role for mediation
• The Resolution Framework
• If the only tool you have in your toolbox is a hammer…
• Objectives of this book
• How to use this book
• PART ONE Putting conflict into context
• 01 What’s wrong with contemporary conflict management and what to do about it
• Putting conflict into context
• What is conflict?
• Managing conflict in the hybrid workplace
• The two types of conflict
• Conclusion
• References
• 02 The lifecycle of a conflict: How and why conflicts escalate
• Introduction
• The lifecycle of a conflict
• Unresolved conflict in teams
• Conclusion
• Reference
• 03 The causes and the sources of conflict at work
• Introduction
• The top 10 causes of dysfunctional workplace conflict
• Resources
• Note
• References
• 04 Managing conflict: An employment law perspectiveKatie Johnston and Laura Farnsworth, Lewis Silkin LLP
• Introduction
• Mediation and employment law
• Mediation and the legal process – navigating the quagmire
• Practical considerations
• Conclusion
• Notes
• References
• PART TWO A practical guide to managing conflict
• 05 Measuring the costs of conflict and the impact of a toxic culture
• Introduction
• How to measure the cost and impact of conflict in your organization
• Undertaking your conflict analysis: a practical guide
• Notes
• References
• 06 The psychology of conflict and conflict management
• Introduction
• Conflict and loss
• Introducing positive psychology
• How emotional intelligence is changing the way we handle conflict at work
• Conclusion
• References
• 07 Routes to resolution: Introducing the resolution spectrum
• Introducing the resolution spectrum
• Mediation
• Coaching at times of conflict, crisis or change
• Team conferencing
• Early neutral evaluation
• Conclusion
• Note
• 08 Developing a Resolution Framework to resolve conflicts and concerns at work
• The inception, design and implementation of the Resolution Framework
• The benefits of developing and embedding TCM’s Resolution Framework
• Conclusion
• Notes
• Reference
• 09 How to resolve a toxic workplace culture
• How the toxic culture starts
• Transforming mindset, language and behaviours
• How to begin addressing a toxic workplace culture
• Transitioning from a toxic culture to a transformational culture
• A practical toolkit for addressing the toxic culture
• Conclusion
• Notes
• References
• 10 Mediation: An in-depth analysis of its many benefits and applications
• Introducing mediation
• Introducing the FAIR Mediation Model
• The mediation process
• The features, advantages and benefits of mediation
• Conclusion
• Note
• References
• 11 How to develop an internal mediation scheme
• Introducing the internal mediation scheme
• The benefits of developing an internal mediation scheme
• Internal mediation scheme toolkit
• Conclusion
• Notes
• References
• 12 Total Conflict Management: A whole-system approach for managing conflict
• Introduction
• What is TCM?
• Applying TCM in practice
• Notes
• References
• PART THREE Resolution resources
• 13 A quick conflict health check
• Working with feelings during conflict
• De-escalating strong emotions
• 10-minute active listening technique
• 10-factor Conflict Model
• Managing conflict in teams
• Mediation: frequently asked questions
• Integrating TCM’s Resolution Framework – building your business case
• How to set up a facilitated (roundtable) conversation
• A few facilitator dos and don’ts
• How to run a successful focus group
• Glossary
• Index
• Copyright