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Provides a firm grounding in basic interpersonal communication and management skills--such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making--and contains unique chapters on practice and application. Tools for the Conflict Survival Kit provide strategies that can be used immediately in workplace situations. Case studies and role plays give readers practice communicating, negotiating, and problem-solving and an opportunity to refine and develop this important craft. Gives readers a thorough grounding in basic interpersonal communication and management skills such as rapport building, empathetic listening, behavior modeling, reframing, problem solving and decision making. Addresses specific conflict resolution situations, including negotiation, mediation, group decision making, assertive confrontation etc. Includes resolution frameworks and models for these situations using a step-by-step process. Introduces readers to important techniques such as interest-based collaborative approaches, empathetic communication and listening, the supportive confrontation model, participative management practices and alternative dispute resolution. Provide a collection of specific skills, advice, activities, challenges and techniques which readers can apply immediately to workplace situations. Designed for those who need instant skill building and practical methods for handling organizational and personal conflicts.
75 brief self-care reflections that will aid workers, activists, and volunteers prevent burnout, renew their sense of purpose, and achieve fulfillment Heal from over-exhaustion, prevent burnout, and regain your motivation with these short readings from a psychologist who has spent many years in the field working in conflict and disaster areas. Gathered from Alessandra Pigni’s interaction with humanitarian professionals and backed up by cutting–edge research, these concrete tools offer new perspectives and inspiration to anyone whose work is focused on helping others.
People thrive on conflict in most areas of their lives - football games, political debates, legal disputes - yet steer clear from workplace conflicts. But conflict is actually a healthy way to challenge the existing order and essential to change in the workplace. The real problem is not conflict per se, but managing conflict. This authoritative manual explains step by step how to design a complete conflict resolution system and develop the skills to implement it. Packed with exercises, case studies, and checklists, the book also supplies: * an overview of workplace conflict * diagnostic tools for measuring it * techniques for resolving conflict, such as negotiation, labor/management partnerships, third-party dispute resolution, mediation, arbitration, more." "
Research carried out by the World Bank on the root causes of conflict and civil war finds that a developing country's economic dependence on natural resources or other primary commodities is strongly associated with the risk level for violent conflict. This book brings together a collection of reports and case studies that explore what the international community in particular can do to reduce this risk.; The text explains the links between natural resources and conflict and examines the impact of resource dependence on economic performance, governance, secessionist movements and revel financing. It then explores avenues for international action - from financial and resource reporting procedures and policy recommendations to commodity tracking systems and enforcement instruments, including sanctions, certification requirements, aid conditionality, legislative and judicial instruments.
Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.
Conflict is everywhere: our living rooms, our streets, our community organizations, and every corner of the internet. But few of us have the training to successfully intervene or resolve these conflicts. In these pages, experienced peacemaker Gwendolyn Olton shows you how to use your existing skills and intuition to transform a wide variety of conflicts from insurmountable impasses to working relationships where everyone's needs are met. The result is a practical, kind, realistic guidebook for anyone who's found themselves in a conflict (their own or someone else's) and wondered, "How did we get here and what can I do to make it better!?"The book is broken up into three sections: learn the basics of conflicts, help others work out their conflicts, and finally, resolve and heal the conflicts in your own life. Filled with real life examples and thought-provoking scenarios, Olton offers a variety of conflict analysis and conversation tools that you can use to navigate the most challenging interpersonal dynamics, and to better understand yourself and others along the way—all without calling HR or the cops.
The Passover Survival Kit is ultra user-friendly and enables people to transform the holiday into a meaningful experience.
The Five Mindfulness Trainings (also referred to as “Precepts”)—not to kill, steal, commit adultery, lie, or take intoxicants—are the basic statement of ethics and morality in Buddhism. Zen Master and peace activist Thich Nhat Hanh argues eloquently for their applicability in our daily lives and on a global scale. Nhat Hanh discusses the value and meaning of each precept, offering insights into the role that it could play in our changing society. Thich Nhat Hanh calls the trainings a “diet for a mindful society”. With this book, he offers a Buddhist contribution to the current thinking on how we can come together to define secular, moral guidelines that will allow us to explore and sustain a sane, compassionate, and healthy way of living. The Five Mindfulness Trainings offer a path to restoring meaning and value in our world, whether called virtues, ethics, moral conduct, or precepts they are guidelines for living without bringing harm to others.
What does it mean to feel at home, truly present with ourselves, comfortable with our choices, and alive to the possibilities of conscious change? How can we develop inner balance and connection, keeping our boundaries clear while opening our hearts to those we love? With practical wisdom and insight, Melody Beattie addresses these questions, encouraging us to reach a higher level of living and loving, and showing us how to be at home with ourselves wherever we are in the world, at whatever stage of life. Through true stories and take-action exercises, including journaling, visualizations, affirmations, meditations, and prayers, Beattie provides the essential tools to help us discover our own sense of home. Accessible and illuminating, Finding Your Way Home is a soul-searching look at how not to be victimized by ourselves′or other people. Beattie urges us to discover new levels of integrity, to break through barriers that have blocked us for too long. This is a powerful and challenging book about buying back our souls and learning to live a life guided by spirit.
“If there is one book you should read on the Rwandan Genocide, this is it. Tested to the Limit—A Genocide Survivor’s Story of Pain, Resilience, and Hope is a riveting and courageous account from the perspective of a fourteen year- old girl. It’s a powerful story you will never forget.” —Francine LeFrak, founder of Same Sky and award-winning producer “That someone who survived such a horrific, life-altering experience as the Rwandan genocide could find the courage to share her story truly amazes me. But even more incredible is that Consolee Nishimwe refused to let the inhumane acts she suffered strip away her humanity, zest for life and positive outlook for a better future. After reading Tested to the Limit, I am in awe of the unyielding strength and resilience of the human spirit to overcome against all odds.” —Kate Ferguson, senior editor, POZ magazine “Consolee Nishimwe’s story of resilience, perseverance, and grace after surviving genocide, rape, and torture is a testament to the transformative power of unyielding faith and a commitment to love. Her inspiring narrative about compassionate courage and honest revelations about her spiritual path in the face of unthinkable adversity remind us that hope is eternal, and miracles happen every day.” —Jamia Wilson, vice president of programs, Women’s Media Center, New York