A framework to help managers defuse disagreements in the workplace and turn conflict into an opportunity for growth.
Unresolved workplace conflict wastes time, increases stress, and negatively affects business outcomes. But conflict isn't the problem, mismanagement is.
Leaders unintentionally mismanage conflict when they fall into patterns of what Marlene Chism calls “the Three As:” aggression, avoidance, and appeasing. “These coping mechanisms are ways human beings avoid the emotions that come with conflict,” says Chism. In this book she shows how to fearlessly deal with conflict head-on by expanding your conflict capacity.
Conflict capacity is a combination of three elements. The foundation is the Inner Game—the leader's self-awareness, values, discernment, and emotional integrity. The Outer Game is the skills, tools, and communication techniques built on that foundation. Finally, there's Culture—the visible and invisible structures around you that can encourage or discourage conflict.
Chism offers exercises, examples, and expert guidance on developing all three elements. Leaders will discover techniques to increase leadership clarity, identify obstacles, and reduce resistance. They'll develop powerful skills for dealing with high-conflict people and for initiating, engaging in, and staying with difficult conversations.
Readers will learn that when they see conflict as a teacher, courageously face it, and continually work on transforming themselves, they can get the resolution they are seeking. They can change minds.
“A very practical and excellent how-to guide.” —Bill Stoller, CEO and founder, Express Employment Professionals
“An actionable blueprint for how to handle . . . difficult conversations.” —Tanveer Naseer, MS, Inc. Top 100 leadership and management expert, author of Leadership Vertigo
