Front Cover -- Copyright -- Contents -- APPROACHES TO CONFRONTATION-QUICK REFERENCE -- CONFLICT MANAGEMENT STRATEGIES-QUICK REFERENCE -- INTRODUCTION -- About Taking Charge of Organizational Conflict -- Civility and Getting Along -- Deadly Assumptions -- People Drive Everything -- Mechanics of Conflict Management -- The Possibilities of Conflict -- THE SOURCES OF CONFLICT -- DYNAMICS OF CONFLICT -- Unmanaged Conflict Equals Destructive Consequences -- From Disagreement to Crisis -- Win-Lose and Lose-Lose -- Managed Conflict Equals Positive Change and Personal Growth -- The Win-Win Outcome -- Connecting Conflict to Productivity -- Better Conflict Management Means Resource Conservation -- Consequences of Personal and Professional Conflict -- The Evolution of Conflict -- The Impact of Crisis -- NATURE OF CONFLICT -- Diversity and Conflict -- Comfort Zones and Conflict -- Conflict and Stress -- Mindworks, Stress, and Conflict -- Action versus Reaction -- The Gateway Skill -- DIALOGUE HOLDS THE KEY -- A Medium for Dialogue -- Increasing Awareness -- Achieving Mastery -- Listening - The Master Skill -- Listening Is Situational -- Barriers to Listening -- Listening Out Loud -- Conflict Connection -- MANAGING CONFRONTATIONS -- First Aid Fast -- First Aid for Intrapersonal Conflict -- Special Confrontations -- Handling Difficult People -- CONFLICT STRATEGIES -- Problem Solving -- Developing the Use of "I" Messages -- Communicating Strategically -- THE ART & SCIENCE OF MEDIATION -- In The Middle -- How To Mediate a Conflict -- Benefits of Conflict Mediation -- IMPORTANT PROCESSES -- Group Work Circles -- Comprehensive Feedback Model.