Contents
Foreword..................................................................................................... ix
Prelude and Book Organization...............................................................
xiAcknowle dgments..................................................................................... xv
1 Why Focus on Managing Conflict?......................................................... 3
Useful Definitions......................................................................................... 4
Foundation of Individual Conflict Responses.............................................. 4
What Are Mental Models?............................................................................ 5
A Framework for Understanding the Modes of Behavior in Conflict................. 6
Conflict Responses in Organizations............................................................ 8
Change Creates Conflicts.............................................................................. 9
Diversity Creates Conflict.......................................................................... 10
Vibrant Organizations Change and Have Conflicts.................................... 12
Graphic Summary 1.................................................................................... 14
References................................................................................................... 17
2 Realities About Conflict......................................................................... 19
Conflict Is Normally Perceived to Be Bad................................................. 19
The Positive Aspects of Conflict................................................................ 20
Conflict Frequency...................................................................................... 22
Conflict Intensity (Escalation)....................................................................
22Personal Health and Stress Related to Conflict.......................................... 24
Organizational Health and Effectiveness Related
to Conflict........................................................................................................... 26
Graphic Summary 2..................................................................................... 27
References................................................................................................... 30
3 Conflict Management From a Practitioner Perspective.................... 35
Preparing for Constructive Conflict Engagement...................................... 36
Conflicts Involving Bullying....................................................................... 42
Graphic Summary 3..................................................................................... 45
Author Note................................................................................................. 48
References................................................................................................... 48
4 Unit Leaders’ Responsibilities With Conflict...................................... 51
Conflict and Diversity................................................................................. 56
Positively Engaging in Conflict.................................................................. 59
Implications for Faculty and Organizational Development...................... 59
Graphic Summary 4..................................................................................... 62
References................................................................................................... 65
5 Unique Attributes Around Conflict in Higher Education.................. 69
The Focus on Conflict in Higher Education............................................... 69
Faculty.........................................................................................................
71Students....................................................................................................... 72
Staff............................................................................................................. 73
Administrators............................................................................................. 73
Structures and Leaders in Higher Education.............................................. 73
Processes in Higher Education.................................................................... 74
Common Problems for Conflict Management
in Higher Education............................................................................................ 75
Graphic Summary 5..................................................................................... 80
References................................................................................................... 83
6 Conflict Management in Higher Education: A Review
of Selected Literature................................................................................ 87
Graphic Summary 6..................................................................................... 94
References................................................................................................... 97
7 Personal Skills Required to Be a Good Conflict Manager............... 101
Self-Awareness.......................................................................................... 102
Active Listening........................................................................................ 103
Body Language.......................................................................................... 103
Encouraging Others to Engage in Communication................................. 104
Listen for Feelings Not Just Thoughts...................................................... 105
Perspective Taking....................................................................................
105Being Mindful........................................................................................... 106
Understanding the Frames Involved in Conflicts..................................... 107
Creating Dialogue..................................................................................... 110
Intervention Decision................................................................................ 111
Style of Intervention Management........................................................... 113
Alternative Dispute Resolution................................................................. 116
Graphic Summary 7.................................................................................. 118
References................................................................................................. 121
8 Mediation Skills in Managing Conflict.............................................. 123
Mediate and Mediation............................................................................. 124
Change Creates Conflict........................................................................... 124
Change and the Workplace....................................................................... 125
Importance of Managing Conflict............................................................. 125
A Brief History of Alternative Dispute Resolution.................................. 126
The Characteristics of ADR Approaches.................................................. 127
Assumptions for Mediation...................................................................... 140
The Mediation Toolkit.............................................................................. 143
Restate! Restate! Restate!......................................................................... 151
Mediation Checklist.................................................................................. 152
Mediator Skill Checklist...........................................................................
153Characteristics of a Successful Mediation Program................................ 153
Graphic Summary 8.................................................................................. 155
References................................................................................................. 158
9 Dialogue as a Conflict Management Strategy................................... 159
Goal of a Difficult Dialogues Program..................................................... 161
Overview of Modules................................................................................ 161
Difficult Dialogue Process........................................................................ 162
Module 1—Me With Me: Increasing Self-Awareness............................. 164
Module 2—Me and the Group: Managing Me
As a Group Participant................................................................ 169
Module 3—Me As a Facilitator: Facilitating a
Group or Team Using Dialogue.................................................. 174
Module 4: Reflecting on Organizational Climate.................................. 184
Graphic Summary 9................................................................................ 185
References............................................................................................... 188
10 Conclusion and the Way Forward....................................................... 191
Skill Sets for Effective Conflict Management....................................... 193
Factors That Contribute to Effective Conflict Management................ 194
Best Practices for Successful Conflict Management Programs. 194
Creating a Culture of Conflict Engagement........................................... 196
The Way Forward.................................................................................... 196
Conclusion.............................................................................................. 198
Graphic Summary 10.............................................................................. 200
References............................................................................................... 203
Glossary.................................................................................................. 205
About the Authors................................................................................. 209