Contents

1. Acknowledgements

2. Author's Preface

3. Introduction: Chapter Overview

4. Chapter 1: Introduction to Conflict

   1. 1.1 Conflict Defined

   2. 1.2 Levels and Types of Conflict

   3. 1.3 Common Sources of and Response to Conflict in the Workplace

   4. 1.4 Benefits and Challenges of Conflict

   5. 1.5 Key Takeaways, Knowledge Check and Key Terms

5. Chapter 2: Conflict Resolution, Negotiations, and Labour Relations

   1. 2.1 The Conflict Process

   2. 2.2 Approaches to Conflict

   3. 2.3 Conflict Resolution Strategies

   4. 2.4 Negotiation

   5. 2.5 Labour Relations

   6. 2.6 Key Takeaways, Knowledge Check and Key Terms

6. Chapter 3: Organizational Culture and Policies

   1. 3.1 Organizational Culture

   2. 3.2 Creating, Maintaining, and Changing Culture

   3. 3.3 Frameworks for Assessing Organizational Culture

   4. 3.4 Organizational Codes and Discipline

   5. 3.5 Key Takeaways, Knowledge Check and Key Terms

7. Chapter 4: Power and Politics

   1. 4.1 Power

   2. 4.2 Politics and Influence

   3. 4.3 Ethical Use of Power and Politics

   4. 4.4 Bullying, Violence, and Harassment

   5. 4.5 Key Takeaways, Knowledge Check and Key Terms

8. Chapter 5: Interpersonal Relationships and Group Dynamics

   1. 5.1 Interpersonal Relationships at Work

   2. 5.2 Small Group Dynamics

   3. 5.3 Collaboration, Decision-Making and Problem Solving in Groups

   4. 5.4 Working in Diverse Teams

   5. 5.5 Conflict Management Strategies for Groups and Teams

   6. 5.6 Key Takeaways, Knowledge Check and Key Terms

9. Chapter 6: Values, Perceptions and Attributions

   1. 6.1 Values

   2. 6.2 Perceptions

   3. 6.3 Attributions

   4. 6.4 Examining our Perceptions in Conflict

   5. 6.5 Key Takeaways, Knowledge Check and Key Terms

10. Chapter 7: Emotions

    1. 7.1 Emotions and Intelligence

    2. 7.2 Stress

    3. 7.3 Stress at Work

    4. 7.4 Coping with Stress

    5. 7.5 Key Takeaways, Knowledge Check and Key Terms

11. Chapter 8: Motivation

    1. 8.1 Theories of Motivation

    2. 8.2 Meeting Needs Through Communication Climate

    3. 8.3 Asserting Your Needs

    4. 8.4 Understanding Goals in Conflict and The Scarf Model

    5. 8.5 Key Takeaways, Knowledge Check and Key Terms

12. Chapter 9: Personality and Conflict Styles

    1. 9.1 Personality

    2. 9.2 Cognitive and Personal-Social Dispositions

    3. 9.3 Types of Deviant Workplace Behaviour

    4. 9.4 ABCs of Conflict

    5. 9.5 Key Takeaways, Knowledge Check and Key Terms

13. Chapter 10: Communication in Conflict

    1. 10.1 Communication

    2. 10.2 Self-Esteem, Communication and Relationship Dispositions

    3. 10.3 Listening

    4. 10.4 Giving and Receiving Feedback

    5. 10.5 Communication and Conflict

    6. 10.6 Key Takeaways, Knowledge Check and Key Terms

14. Appendix A: Case Studies

15. Glossary of Key Terms

16. Appendix B: Self-Assessments

17. Ancillary Resources

18. Versioning History