TITLE -- COPYRIGHT -- ABOUT THE AUTHOR -- CONTENTS -- PREFACE -- INTRODUCTION -- SECTION I Understanding Conflict Management -- GUIDING PRINCIPLES -- 1. Preserve Dignity and Respect -- 2. Listen with Empathy-Be Fully Present * -- 3. Find Common Ground Without Forcing Change -- 4. Honor Diversity, Including Your Own Perspective -- WHAT'S YOUR STYLE? -- NINE APPROACHES-APPLYING EACH STRATEGICALLY -- 1. MAINTAIN -- 2. SMOOTH -- 3. DOMINATE -- 4. DECIDE BY RULE -- 5. COEXIST -- 6. BARGAIN -- 7. YIELD -- 8. RELEASE -- 9. COLLABORATE -- STYLES TO STRATEGIES -- SECTION II The Four-Phase Process of Managing Disagreement -- FOUR-PHASE PROCESS -- PHASE I: EXPLORE -- CASE STUDY: The Trusted Employee -- STEP 1. CLARIFY CRITICAL ISSUES -- STEP 2. IDENTIFY STAKEHOLDERS -- STEP 3. ASSESS SOURCES OF CONFLICT -- PHASE II: PLAN -- STEP 1. RECOGNIZE YOUR PATTERNS -- Option Pros and Cons -- STEP 2. MINIMIZE PITFALLS -- MAINTAIN -- SMOOTH -- DOMINATE -- DECIDE BY RULE -- COEXIST -- BARGAIN -- YIELD -- RELEASE -- COLLABORATE -- PHASE III: PREPARE -- STEP 1. PROBLEM-SOLVE -- CASE STUDY: Getting Started -- CASE ANALYSIS -- Guiding Principles for Managing Disagreement -- PRESERVE DIGNITY AND RESPECT -- LISTEN WITH EMPATHY -- FIND COMMON GROUND -- HONOR DIVERSITY -- Process for Managing Disagreement -- STEP 2. PRACTICE -- Approach 1: Maintain -- Approach 2: Smooth -- Approach 3: Dominate -- Approach 4: Decide By Rule -- Approach 5: Coexist -- Approach 6: Bargain -- Approach 7: Yield -- Approach 8: Release -- Approach 9: Collaborate -- General Notes for Observer -- PHASE IV: IMPLEMENT -- STEP 1. CARRY OUT THE PLAN -- The Emotional Side of Disagreement -- Strategies That Lead to Deadlocks -- Breaking Deadlocks -- BUILDING IMPLEMENTIVE SKILLS -- Blend #1: Domination-Smoothing -- Blend #2:Bargaining-Collaboration -- CLOSING CONSTRUCTIVELY -- STEP 2. EVALUATE OUTCOMES.

PERSONAL LEARNING -- Phase I: Explore -- Phase II: Plan -- Phase III: Prepare -- Phase IV: Implement -- STEP 3. FOLLOW-UP AND LEARN -- SECTION III Summary -- REVIEW CASE: SERVING THE CUSTOMER -- Background -- Process for Managing Disagreement -- Phase I: Explore -- Phase II: Plan -- Phase III: Prepare -- Phase IV: Implement -- SUMMARY REVIEW -- I. EXPLORE -- II. PLAN -- III. PREPARE -- IV. IMPLEMENT -- REFLECTION.