Includes index.

A Different Approach to Resolving Workplace Disputes Who This Book Is for What This Book Offers The Exchange in Brief Stage I: Hold Private Meetings Stage II: Develop an Issue List Stage III: Conduct a Joint Meeting Stage IV: Facilitate Problem Solving Why This Book Is Different Workplace Challenges How the Exchange Works: A Case Study Resolving a Dispute at Smart Alarms Some Final Thoughts Getting Ready Step 1: Assess the Situation Step 2: Clarify Your Interests, Roles, and Responsibilities Step 3: Schedule Private Meetings with the Key People Involved in the Conflict Holding Private Meetings Task 1 Establish Rapport and Confidentiality Task 2. Hear the Employee's Perspective Task 3 Identify the Employee's Interests Task 4 Discuss the Next Steps Developing an Issue List Issues Impact Icebreaker An Effective Issue List Stage III: Conducting the Joint Meeting Problem Solving: Building a Solution Together Culture, Diversity, and Other Things That Matter Tips for Bridging Cultural Gaps Making the Most of the Exchange in Your Organization Using the Exchange for a Group Conflict Stage I: Hold Private Meetings Stage II: Develop an Issue List Stage III: Conduct the Joint Meeting Stage IV: Building a Solution Together Adapting the Exchange for Disruptive People Using the Exchange When You Are Seen as Part of the Problem Using the Exchange in Collaborative Decision Making Using the Exchange with the People and Organizations You Serve Health Care Government Agencies Service Companies Nonprofit Organizations About the Exchange and Its Creators Frequently Asked Questions about the Exchange About the National Conflict Resolution Center Index