Includes bibliographical references (pages 201-206) and index.

"Filled with original exercises, examples, and models, Listening to Conflict shows you how to successfully resolve workplace disputes by practicing and perfecting the art of listening." "And Listening to Conflict helps you solve not only your own conflicts. You'll also learn to referee disputes between employees, co-workers, customers, suppliers, or even senior managers. By putting this listening-based approach into action, you'll establish your position as an objective mediator ... you'll guide combative parties toward constructive solutions ... and you'll build the kind of productive relationships that don't allow natural conflicts to deteriorate into destructive disagreements."--Jacket.

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