Introduction

Chapter 18 in From Discord to Harmony: Making Your Workplace Hum focuses on the essential skills and abilities for managers to learn as part of the conflict management process. Those skills include whats listed below.

• Compassionate listening
• Valuing differences
• Viewing the world through the other persons lens
• Emotional intelligence
• Collaborative problem solving

Each of these skills will lead to a more collaborative progression to making decisions and solving problems. The result will likely be a resolution that respects individuals, satisfies the needs of all parties involved, and empowers people to own their emotions, their actions, and their reactions to conflict situations.

Which of the five skills do you observe within your organization? Explain what the skills look like in real practice. After reviewing the define, measure, analyze, improve, and control (DMAIC) model, discuss how you would initially approach an organizational conflict.

When appropriate, cite from the textbook and case study to support your answers.

L. Wilkin and T. Belak, ed.

Information Age Publishing

2020

ISBN: 9781641139847

Charles T. Carroll

CRC Press

Taylor & Francis Group

2013

ISBN: 978-1-4665-6469-5