Shearouse, Susan H. <br/><br/>
Conflict 101 :  a manager's guide to resolving problems so everyone can get back to work / 
 Conflict one hundred one.  Conflict one hundred and one. 
Susan H. Shearouse. 
 - New York :  American Management Association,  2011. 
 - viii, 264 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/> 'Conflict 101' gives readers the tools they need to ensure not only that employees get back on track, but that disagreements breed positive results. Readers will learn how to: build trust; harness negative emotions; encourage apologies and forgiveness; use a solution-seeking approach; and, say what needs to be said. Incorporating anecdotes taken from the author's twenty years of experience as a conflict resolution professional, the book helps readers more deeply understand how conflict is created, how to respond to it, and how to manage it more effectively. 
<br/><br/><label>ISBN: </label>9780814417119 (pbk.)  RM66.80 0814417116 (pbk.) 
<br/><br/><label>LCCN: </label>2010-043535 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Conflict management.<br/>Interpersonal relations.