Rowman & Littlefield Publishers
Pages: 432
•
Trim: 7 x 10
978-1-5381-1992-1 • Hardback • July 2019 • $144.00 • (£111.00)
978-1-5381-1993-8 • Paperback • July 2019 • $72.00 • (£55.00)
978-1-5381-1994-5 • eBook • July 2019 • $68.00 • (£52.00)
Dr. Susan S. Raines is Professor of Conflict Management at Kennesaw State University. Dr. Raines is the Editor-in-Chief of Conflict Resolution Quarterly, the author of more than 45 peer reviewed articles and two books, and a Graduate Professor of Conflict Management at Kennesaw State University. She has mediated more than 15,000 cases inside and outside of the court system and served as a conflict management consultant to organizations across the globe. Her work focuses on ways in which organizations can reduce internal conflict (e.g. with employees) and external conflict (with customers, vendors and regulators) while maximizing mission achievement through the design of appropriate corporate cultures and systems. You can learn more about her work at https://www.rainesmediation.com/
Introduction to the 2nd Edition
Section I: Basic Conflict Management Knowledge & Skills
Chapter 1: Manager Know Thyself: The skills and behaviors of great conflict managers
Chapter 2: Practical Conflict Theory: Conflict’s origins, escalation and de-escalation
Chapter 3: The Power of Negotiation
Chapter 4: Mediation, Arbitration and other processes within the Alternative Dispute Resolution
Continuum
Chapter 5: Embracing Diversity, Inclusion & Intercultural Communication Skills for the 21st Century Organization
Section II: The Prevention and Resolution of Internal Organizational Conflicts
Chapter 6: Building & Sustaining a Conflict Competent Organizational Culture
Chapter 7: Reducing Employee Conflict: Performance Reviews, Turnover, Motivation and Working with Unions
Chapter 8: Leadership: Creating Collaborative Teams and Organizations
Chapter 9: Designing Conflict Prevention and Early Resolution Systems
Chapter 10: Ombudsman at Work: Coaching, Training; and Shaping Organizations
Section III: The Prevention and Resolution of External Organizational Conflicts
Chapter 11: Principles and Systems for Superior Customer Service and Customer Recapture
Chapter 12: Conflict & Collaboration between Regulators and Regulated Entities: Environmental and Public Policy Conflict Resolution: Trends and Best Practices
Chapter 13: Facilitation: Meeting Management & Large Group Decision-making processes
Conclusion
About the Author
Glossary of Terms
References
Dr. Raines’ chapter on Intercultural Communication really changed my perspective on managing conflict in a highly diverse workplace. The chapter taught me to look at decisions being made in the organization more objectively. Once you understand how certain countries discuss and perceive information, you can truly see their perspective more clearly and become more productive.
— Ashley Harris, Culture Change Agent, Volkswagen
There is always that small chance when writing a follow up to a wildly successful book that it won’t live up to the reception the first edition received. In this case, Raines took a well calculated risk and managed to far exceed the highest of expectations. This second edition stands on its own as a major contribution to the field. Raines continues to provide one of the clearest and practical presentations of conflict management methods, models, tools, frameworks and practical intervention advice. All three sections have been reworked to include new timely material as well as more information on areas of practical applications that will resonate with managers, practitioners, professors and trainers.
— Brian Polkinghorn, Distinguished Professor, Bosserman Center for Conflict Resolution, Department of Conflict Analysis and Dispute Resolution, Salisbury University
March 12, 2021
Forbes Magazine featured Conflict Management for Managers in an article titled, "How Many Negotiation Books Have Been Written By Women? The Answer May Surprise You.”
https://www.forbes.com/sites/kwamechristian/2021/03/12/how-many-negotiation-books-have-been-written-by-women-the-answer-may-surprise-you/?sh=67de419b3798
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Lecture Notes. The Lecture Notes provide the tables and figures from the text.