The Exchange: A Bold and Proven Approach to Resolving Workplace Conflict, 1st Edition (Paperback) book cover

The Exchange

A Bold and Proven Approach to Resolving Workplace Conflict, 1st Edition

By Steven Dinkin, Barbara Filner, Lisa Maxwell

Productivity Press

138 pages | 1 B/W Illus.

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Paperback: 9781439852989
pub: 2011-04-04
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Description

Studies indicate that on average, managers and supervisors spend a little more than forty percent of their time resolving workplace conflicts. All this time adds up to a lot of headaches, a hit to morale, and a significant loss in productivity. The Exchange: A Bold and Proven Approach to Resolving Workplace Conflict is for every director, manager, and supervisor who is tired of using trial and error to put out fires.

Supplying readers with proven tools for resolving emotionally charged disputes, this go-to-guide details a four-stage process derived from the conflict resolution model used for more than 25 years at the National Conflict Resolution Center. Designed specifically for the workplace, this highly structured process facilitates the discussion of intense emotional issues so you can learn to preempt and de-escalate disputes before they become volatile. Whether your company is restructuring, downsizing, or merging—or simply needs helpful techniques for use in meetings with angry, disruptive, and disputing employees—The Exchange is for you!

Praise for:

… the authors deliver an extraordinary method for resolving disputes quickly and simply and for the greatest benefit of the organization.

—Marshall Goldsmith, New York Times Best-Selling Author

It could be the difference between having a so-so organization and a great one.

—Ken Blanchard, co-author of The One Minute Manager® and Lead with LUV

… we finally have a professional, well-organized program to refer to when conflicts arise in our hospitals and clinics.

—Evan Burkett, Chief Human Resource Officer, Sanford Health

… a way to facilitate mutual understanding and common goals in order to move to a better place.

—Bill Geppert, Senior Vice President, Cox Communications, Inc. 

Reviews

Workplace conflict is a great time, energy, and productivity sapper. With The Exchange, the authors deliver an extraordinary method for resolving disputes quickly and simply and for the greatest benefit of the organization.

—Marshall Goldsmith, New York Times Best-Selling Author of MOJO and What Got You Here Won’t Get You There

If you don’t learn how to resolve conflict in your workplace, your organization can never thrive. What Dinkin, Filner, and Maxwell have to teach us is worth studying and implementing. It could be the difference between having a so-so organization and a great one.

—Ken Blanchard, co-author of The One Minute Manager® and Lead with LUV

Transforming society to be more collaborative, more inclusive and more solutions focused requires a methodology that works. That methodology is The Exchange.

—Michael M. Crow, President, Arizona State University

The Exchange was a highly professional, interactive, engaging and effective training that provided us all with many new techniques in problem-solving and conflict resolution. The healthcare industry has needed a program like The Exchange for many years, and I am relieved to know that we finally have a professional, well organized program to refer to when conflicts arise in our hospitals and clinics.

—Evan Burkett, Chief Human Resource Officer, Sanford Health, the largest rural healthcare system in the United States

Conflict is inherent for any group of people striving to create a result with limited resources. The Exchange helps people with a way to facilitate mutual understanding and common goals in order to move to a better place.

—Bill Geppert, Senior Vice President, Cox Communications, Inc.

Table of Contents

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

About the Authors

Barbara Filner has been the director of training for NCRC since 1984. She has a master’s degree in teaching from Indiana University and has worked as a teacher, a labor union official, and an analyst in local and state government. She has designed and conducted workshops on mediation and conflict resolution in the workplace in both the United States and Europe. She has lived in Pakistan, India, and Egypt, and thus brings a multicultural perspective to this book. She has also co-written two books about culture and conflict, Conflict Resolution Across Cultures (Diversity Resources) and Meditation Across Cultures (Amherst Educational Publishing).

Steven P. Dinkin is president of NCRC. He received his law degree from George Washington University, where he taught a mediation clinic as an adjunct law professor. He has also taught mediation courses in the United States, Europe, and Latin America. For several years with the Center for Dispute Settlement in Washington, DC, Steve served as an employment and workplace mediator for the Equal Employment Opportunity Commission and other federal agencies. In 2003 he moved to San Diego to lead NCRC. His experience managing a talented and opinionated staff has contributed to the realism of this book.

Lisa Maxwell has traveled all over the world as a senior trainer for NCRC, a position she has held for almost 20 years. She has trained people in The Exchange, and in mediation in general, in Mexico and other Latin American countries, as well as in Latino communities in the United States. Lisa has a master’s degree in education from San Diego State University and has developed curricula and taught courses at the high school and university levels. Lisa has worked with businesses, with the military, and with nonprofit organizations on finding creative and effective ways to manage conflicts.

Subject Categories

BISAC Subject Codes/Headings:
BUS030000
BUSINESS & ECONOMICS / Human Resources & Personnel Management
BUS042000
BUSINESS & ECONOMICS / Management Science
BUS097000
BUSINESS & ECONOMICS / Workplace Culture