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• Cover Page
• Title Page
• Copyright Page
• List of Contributors
• Contents
• Introduction
• What Is Conflict Management Anyway?
• Styles of Conflict Management
• Other Ways to Manage Conflict
• Our Conflict Management Book
• Section I: Understanding Conflict Strategies
• 1 Learn Who to Trust
• Reflect:
• 2 Agree to Disagree
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• 3 Agree to Agree
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• 4 Know When to Be Competitive
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• 5 Know When to Compromise
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• 6 Know When to Collaborate
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• 7 Know When to Avoid or Not to Avoid
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• 8 Know When to Accommodate
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• 9 Know When to Implement a Temporary Fix
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• 10 Know When to Talk it Out
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• 11 Know When to Confront
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• 12 Know When to Go to Battle
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• 13 Know How to Conciliate
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• 14 Understand Your Upbringing
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• 15 Find the Facts
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• 16 Be Aware of Nonverbal Cues
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• 17 Be Careful With Anything Other Than Face-to-Face Discussions
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• Section II: Developing Proactive Strategies
• 18 Build Trust
• Reflect:
• 19 Be Tactful
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• 20 Do What You Say You Will Do
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• 21 Develop Your Skills
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• 22 Use Policy
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• 23 Put Principles Before Personalities
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• 24 Listen With Empathy
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• 25 Do Not Jump to Conclusions
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• 26 Develop the Skills of Others
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• 27 Be Sincere
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• 28 Communicate With Your Superiors
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• 29 Be Patient and Take Your Time
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• 30 Look for a Win-Win Solution
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• 31 Find Common Ground
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• Section III: Fine-Tuning Your Conflict Management Skills
• 32 Examine Your Expectations
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• 33 Know When Your Standards Are Too High
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• 34 Invite Difference
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• 35 Look Below the Surface
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• 36 Consider That Timing Is Everything
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• 37 Be a Role Model
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• 38 Consider the Relationship
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• 39 Master the Art of Apology
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• 40 Admit Your Mistakes
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• 41 Use the Healing Power of Humor
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• 42 Do Not Overreact
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• 43 Change Behaviors, Not People
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• 44 Think Creatively–Step Outside That Box
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• 45 Explore Multiple Options
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• 46 Think Long Term
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• 47 Keep it Simple
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• 48 Know Your Limits
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• 49 Do Not Blame Everyone
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• 50 Embrace Conflict
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• Conclusion
• Appendix: The 10 Reminders
• Score Results:
• References
• Notes