Managing Conflict at Work: Understanding and Resolving Conflict for Productive Working Relationships

  • 5h 10m
  • Clive Johnson, Jackie Keddy
  • Kogan Page
  • 2010

Managing Conflict at Work provides practical guidance on how to prevent, contain and resolve conflict in the workplace. It demonstrates how effective conflict management can have a powerful impact on the way organizations channel their energies, encouraging positive mindsets and building stronger and happier workforces. Aimed not just at mediators and conflict practitioners, but at staff managers and anyone who needs to deal with people disputes, the book emphasizes simple and practical ways for dealing with conflict situations - both when potential disputes are first emerging, and once a conflict has escalated into a formal complaint.

About the Authors

Jackie Keddy: A highly experienced mediator and grievance investigator, Keddy now practices as a consultant, and trainer. Her work as a conflict specialist draws on nearly 30 years' service with London's Metropolitan Police Service, in which she managed several specialist Crime Directorates and achieved the rank of Detective Chief Inspector. A winner of numerous awards and a popular conference speaker, Jackie is passionate about improving relationships in the workplace and providing practical tools for managers.

Clive Johnson: Following a lengthy career in management consultancy, Clive now practices as a coach, consultant, and trainer. With Jackie Keddy, he is co-founder of the International Conflict Management Forum ( and The Janus Partnership (, a consultancy and training organization exclusively dedicated to workplace conflict management. He regularly speaks and writes on conflict topics.

In this Book

  • The Nature of Conflict
  • Deciphering Conflict Management
  • Options for Resolving Conflict
  • RESOLVE — The Janus Perspective
  • Preventing Conflict
  • Managing Conflict from the Front Line
  • Escalated Dispute Resolution
  • The Practice of Dispute Resolution: Critical Encounters
  • Strategic Planning and Conflict Management
  • Implementing a Conflict Management Strategy
  • Monitoring and Evaluation
  • References


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