TY  - BOOK
AU  - Shearouse,Susan H.
TI  - Conflict 101: a manager's guide to resolving problems so everyone can get back to work 
SN  - 9780814417119 (pbk.)
PY  - 2011///
CY  - New York
PB  - American Management Association
KW  - Conflict management
KW  - Interpersonal relations
N1  - Includes bibliographical references and index
N2  - '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
ER  -