Conflict 101
A Manager's Guide to Resolving Problems So Everyone Can Get Back to Work
By: Susan H. Shearouse
Published: May 11, 2011
Format: Paperback, 272 pages
ISBN-10: 0814417116
ISBN-13: 978-0814417119
Publisher: AMACOM
"Managers deal with conflict all the time. As leader of a group, the manager's job is to understand the mission of the workgroup - how it supports the mission of the organization - to articulate that mission to staff and to others inside and outside the organization,and to support staff in accomplishing that mission. Providing that support frequently involves resolving differences and disagreements with staff", writes consultant, trainer, mediator and facilitator, Susan H. Shearouse, in her comprehensive and results oriented book Conflict 101: A Manager's Guide to Resolving Problems So Everyone Can Get Back to Work. The author describes how it is the manager's job to resolve conflict and to transform that disagreement into positive action for the individuals and for the organization.
Susan Shearouse recognizes that conflict will rise inevitably in an office environment. Staff members clash with one another or with managers over how the task is to be completed, over the resources necessary to perform the job, or over personal issues outside of the job duties. These conflicts and disagreements lower productivity, employee morale, and cost the organization money. Continuing disputes often result in employees being absent from work or even seeking jobs elsewhere. The conflicts also extract much of the time that managers could utilize for other jobs. Susan Shearhouse points out that the ability to resolve conflicts effectively is a critical skill for any manager to develop and put into practice.
Susan H. Shearouse (photo left) understands that conflict comes in various degrees and sizes of disagreement. While the small conflicts are often resolved quickly, the author recommends building on these seemingly trivial solutions to develop the skills necessary for handling larger problems. Susan Shearouse points out that even small improvements can have dramatic and far reaching benefits. A manager who is comfortable with solving smaller conflicts will be confident enough to resolve the much larger disputes that may arise later. The building of collaborations, negotiating and compromise skills, and the ability to take action will create a better and more effective manager. Instead of thinking of conflict as a potential disaster, Susan Shearouse invites managers to consider conflict an opportunity to implement positive change, and as personal growth for both the manager and the employees. With a proactive approach to conflict resolution, a manager can get rid of the barriers to seeking positive solutions, and for taking action.
For me, the power of the book is how Susan Shearouse combines a strong theoretical framework for successful conflict resolution, with the practical skills necessary to achieve positive results. The author takes a relationship building approach to resolving conflicts that creates trust and establishes collaboration between staff and the manager. The author formats the book's structure well by introducing the nature of conflict, understanding the dynamics of conflict, the keys to resolving conflict, and putting the concepts together in a holistic manner.
The emphasis on communication between manager and staff is a key element of the entire process, and the author gives its importance the space it deserves. Overall, this book is an excellent book for managers at all levels for improving their conflict skills. The focus of the book is transforming conflict into a force for positive organizational change and for building interpersonal relationships through trust. Overall, the skills taught in this fine book, if practiced and put into action, will improve the interpersonal dynamics in any organization.
I highly recommend the the essential and destined to be classic book Conflict 101: A Manager's Guide to Resolving Problems So Everyone Can Get Back to Work by Susan H. Shearouse, to anyone seeking a holistic and relationship oriented approach to organizational conflict resolution. This book transforms a manager's mindset from one of problems and obstacles to one where conflict presents an opportunity for building trust within the office environment.
Read the resolution oriented book Conflict 101: A Manager's Guide to Resolving Problems So Everyone Can Get Back to Work by Susan H. Shearouse, and put the power of positive conflict resolution to work in your workplace. The result will be better personal relationships, deeper trust, higher morale levels, and greater productivity.
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