Communication Skills Series

: : John Wiley & Sons Australia, Ltd, , 1997.

1 online resource (193 p.)

Description based upon print version of record.. - ""CONTENTS""; ""Preface""; ""1. Conflict: How It Starts, and How We Respond to It""; ""Conflict: what causes it?""; ""Conflicts: are they all the same?""; ""Diagnosing conflict""; ""Conflict: how it works""; ""Avoidance and problem-solving""; ""Conflict: how we react""; ""Talking points: You don�t say? What people say about conflict""; ""2. Conflict and Stress""; ""Stress: what happens""; ""A map of stress""; ""Stress personalities: what type are you?""; ""Role analysis""; ""Conflict and stress: what can we do?""; ""Talking points: You don�t say? More of what people say about conflict"". - ""3. Conflict at the Intrapersonal Level: The Conflicts Within Us""""Ego defence mechanisms""; ""Sub-self negotiation""; ""Styles of distorted thinking: the RET approach""; ""Talking points: You don�t say? More of what people say about conflict""; ""4. The Assertiveness Approach: Understanding Conflict at the Interpersonal Level""; ""Assessing your assertiveness""; ""Four styles of behaviour""; ""The aggressive style""; ""The passive style""; ""The passive�aggressive, or manipulative, style""; ""The assertive style""; ""Being assertive: some verbal skills"". - ""Female methods of communicating and resolving""""Martians, Venusians and conflict""; ""Talking points: You Don't Say? What people say about conflict between men and women""; ""9. Negotiation, Mediation and Arbitration""; ""Negotiation: what is it?""; ""Mediation""; ""Arbitration""; ""Other third-party solutions""; ""10. Conflict Resolution Strategies""; ""Conflict styles""; ""Consensus""; ""Brainstorming and lateral thinking""; ""Compromise""; ""Choice charts analysis""; ""Threats and promises""; ""Deadlocks, stalements, impasses: getting unstuck and de-escalating""; ""Power bases"". - ""Rationing"". - ""TA: the overview""""Talking points: You don�t say? More of what people say about conflict""; ""6. Using Communication Skills to Handle Conflict""; ""Giving Feedback: a sequence model""; ""Effective listening""; ""Active Listening""; ""Let me put that another way: reframing""; ""Questioning""; ""Talking points: You don't say? More of what people say about conflict""; ""7. Conflict at the Organisational Level""; ""Conflict situations""; ""Oranizational conflict: some solutions""; ""Conflict creation""; ""8. Gender and Conflict""; ""Male and female differences""; ""Conflict styles"". - ""Talking points: You don�t say? More of what people say about conflict""""5. The Transactional Analysis Approach: Understanding Conflict at the Interpersonal Level""; ""Transactional analysis: the background""; ""Ego states""; ""Strokes: what you stroke is what you get""; ""Strokes and conflict""; ""Transactions: complementary, crossed and ulterior strokes""; ""The games people play""; ""Time-structuring: filling in time between birth and death""; ""Roles: the drama triangle""; ""Life positions""; ""Scripts people live""; ""TA: so how do we use it to better manage conflict?"". - Conflict situations can often be unpleasant, but they can also be great opportunities for learning and problem-solving. In this book, the specific skills of assertiveness and listening are explored, while non-communication sources of conflict are also considered. Conflict management strategies such as negotiation, mediation and arbitration are shown, but so too are conflict stimulation strategies - because some situations may call for more, not less, conflict.

Electronic books.

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