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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." "
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.
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.
The Passover Survival Kit is ultra user-friendly and enables people to transform the holiday into a meaningful experience.
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 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.
Packed with research, insights, and illuminating (and often funny) examples from Paris’s own divorce experience, this book is a “practical and reassuring guide to parting well.” —Gretchen Rubin, author of The Happiness Project Engaging and revolutionary, filled with wit, searing honesty, and intimate interviews, Splitopia is a call for a saner, more civil kind of divorce. As Paris reveals, divorce has improved dramatically in recent decades due to changes in laws and family structures, advances in psychology and child development, and a new understanding of the importance of the father. Positive psychology expert and author of Happier, Tal Ben-Shahar, writes that Paris’s “personal insights, stories, and research” create “a smart and interesting guide that can be extremely helpful for those going through divorce.” Reading this book can be the difference between an expensive, ugly battle and a decent divorce, between children sucked under by conflict or happy, healthy kids. This is “a compelling case that it’s high time for a new definition of Happily Ever After—for everyone” (Brigid Schulte, author of Overwhelmed: Work, Love, and Play When No One Has the Time).
"The recipe book of great television from one of the best TV makers in the world" Jamie Oliver Story structure is a huge weakness for many factual or reality filmmakers and TV producers, who often concentrate on subject areas and issues rather than dramatic and memorable narrative. Consequently programmes fail to attract the audience or win any awards. In this book Robert Thirkell, the international consultant known as 'The TV Troubleshooter' and renowned television producer, sets out a professional toolkit for developing a compelling storyline in factual and reality programmes and films. Based on his popular international C.O.N.F.L.I.C.T seminars, it lifts the lids on the making of leading series such as Kitchen Nightmares, Wife Swap, The Apprentice, Coastguards, Firefighters, Oprah's Big Give Fat March, Jamie's School Dinners and When Big Chef Met Little Chef as well as offering insight and advice from leading filmmakers and TV producers worldwide. The tips and tools go right the way through the filmmaking process from finding stories and characters, to structuring scripts and filming, editing, through to delivery, titles and getting people to watch.