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Conflict Survival Kit Tools for Resolving Conflict at Work Second Edition Daniel B. Griffith, J.D., SPHR Cliff Goodwin, Ed.D. Purdue School of Engineering and Technology Indiana University-Purdue University, Indianapolis, IN Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo Editorial Director: Vernon R. Anthony Executive Editor: Gary Bauer Editorial Project Manager: Linda Cupp Editorial Assistant: Tanika Henderson Director of Marketing: David Gesell Marketing Manager: Stacey Martinez Senior Marketing Assistant: Les Roberts Production Manager: Laura Messerly Senior Art Director: Jayne Conte Cover Designer: Suzanne Behnke Cover Art: Thinkstock Manager, Rights and Permissions: Karen Sanatar Image Permission Coordinator: Mike Lackey Full-Service Project Management: George Jacob Composition: Integra Software Services Pvt. Ltd. Printer/Binder: Edwards Brothers Cover Printer: Lehigh-Phoenix Color Text Font: 10/12, ITC Century Std Credits and acknowledgments for materials borrowed from other sources and reproduced, with permission, in this textbook appear on the appropriate page within text. Photo Credits: Introduction: Thinkstock; Part I: Joel Goodwin; Part II: Fotolia; Part III: Joel Goodwin; Part IV: Joel Goodwin; Conclusion: Joel Goodwin. Copyright © 2013, 2014, 2015, 2016 Pearson Education, Inc., publishing as Prentice Hall, One Lake Street, Upper Saddle River, New Jersey 07458. All rights reserved. Manufactured in the United States of America. This publication is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. To obtain permission(s) to use material from this work, please submit a written request to Pearson Education, Inc., Permissions Department, One Lake Street, Upper Saddle River, New Jersey 07458. Many of the designations by manufacturers and seller to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations have been printed in initial caps or all caps. Library of Congress Cataloging-in-Publication Data Griffith, Dan (Daniel B.) Conflict survival kit : tools for resolving conflict at work / Daniel B. Griffith, Cliff Goodwin. — 2nd [ed.] p. cm. Prev. ed. entered under Cliff Goodwin. Includes bibliographical references and index. ISBN-13: 978-0-13-274105-7 ISBN-10: 0-13-274105-9 1. Conflict management. 2. Interorganizational relations. 3. Industrial relations. 4. Psychology, Industrial. 5. Conflict (Psychology) I. Goodwin, Cliff II. Goodwin, Cliff Conflict survival kit. III. Title. HD42.G66 2013 658.3’145--dc23 2011035613 10 9 8 7 6 5 4 3 2 1 ISBN 10: 0-13-274105-9 ISBN 13: 978-0-13-274105-7 Contents Preface xv About the Authors xix Introduction Chapter 1: The Nature of Conflict 1 2 Performance Competencies 2 How Does Conflict Affect Us? Is Conflict Bad? A Deeper Look at Conflict Two Approaches to Addressing Conflict The Challenges, Imperatives, and Good News about Managing Conflict 3 5 6 7 9 Performance Checklist 10 Test Yourself 11 Multiple Choice 11 Discussion Questions 12 Case: Confrontation vs. Cooperation 13 Personal Growth Exercise 13 To Learn More 13 Notes 14 Part I: The Theory and Context for Managing Conflict in the Workplace Chapter 2: Preventing Conflict 16