About the Book
Whether it's a disagreement between colleagues, a dispute with management or large-scale industrial action, conflict at work is a perennial problem for organizations, their people and profits.
The second edition of Managing Conflict shows HR professionals how to tackle these problems by not only resolving current issues, but also preventing future instances of conflict. It includes the latest research and case studies showing how conflict management has been impacted by hybrid working models and digitalization. There are also updates to reflect how resolution is a driver of trust in organizations, enabling people to disagree more constructively in a safe environment.
This book covers the causes and costs of conflict, the impact of the psychological contract and the legal framework for managing workplace disputes both in the UK and internationally. It shows how to design a conflict management strategy, develop a formal resolution process and engage stakeholders and training managers in resolution and mediation skills. Packed with best practice examples from organizations such as Tesco, Burberry and Nationwide Building Society as well as conflict resolution resources and toolkits, this book is essential reading for all HR professionals looking to resolve conflict in the workplace.
Table of Contents:
- Chapter - 00: Introduction;
- Section - ONE: Putting conflict into context;
- Chapter - 01: What’s wrong with contemporary conflict management and what to do about it;
- Chapter - 02: The lifecycle of a conflict – How and why conflicts escalate;
- Chapter - 03: The causes and the sources of conflict at work;
- Chapter - 04: Managing conflict – An employment law perspective;
- Section - TWO: A practical guide to managing conflict;
- Chapter - 05: Measuring the costs of conflict and the impact of a toxic culture;
- Chapter - 06: The psychology of conflict and conflict management;
- Chapter - 07: Routes to resolution – Introducing the resolution spectrum;
- Chapter - 08: Developing a resolution framework to resolve conflicts and concerns at work;
- Chapter - 09: How to resolve a toxic workplace culture;
- Chapter - 10: Mediation – An in-depth analysis of its many benefits and applications;
- Chapter - 11: How to develop an internal mediation scheme;
- Chapter - 12: Total conflict management – A whole-system approach for managing conflict;
- Section - THREE: Resolution resources;
- Chapter - 13: A quick conflict health check;
- Chapter - 14: Glossary;
About the Author :
David Liddle is the CEO of the TCM Group and president of the People and Culture Association. David is a recognized leader in the areas of conflict resolution, cultural change, and transformational leadership. For over twenty years, David Liddle and his team have been delivering award winning conflict resolution, leadership development, and cultural change programmes for organizations across the globe. Based in London, UK, in 2021 he was named as one of the Most Influential HR Thinkers by HR Magazine and has been featured on the Thinkers50 Radar for 2022.
Review :
"This updated edition expertly outlines a pragmatic and well thought-through framework for making a positive change to people's experience of work. An essential read for anyone who believes organizations don't have to choose between performance and fairness, justice and learning."
"If you want to make a difference in your organization - buy and use this book. Updated to reflect how we are working now; David's book gives managers and HR practitioners space for reflection and crucially inspiration."
"In a period of increasing polarization and hostility, this second edition of Managing Conflict shows us how to nurture more supportive, compassionate dialogue within the workplace. Filled to the brim with tools, techniques and templates, this book masterfully guides the reader on a journey to building a conflict-healthy culture."
"Managing Conflict, 2nd Edition is a comprehensive guide that emphasizes the positive potential of conflict management and highlights the need for a shift from retributive systems to person-centred and values-based approaches for managing conflict. David presents real-life examples of conflict resolution, including workplace disputes and community conflicts, demonstrating the power of dialogue and restorative approaches."
"In this 2nd edition of Managing Conflict, David Liddle has written an incredibly useful book that shows how to measure the costs of conflict in any workplace, and how to prevent and resolve it. It is insightful and immensely practical and I recommend it highly."
"This edition uses additional case studies and templates to show how well the transformative Resolution Framework works. The book is an invaluable source for any human resources or employee relations professional."
"When harnessed well, conflict can lead to better conversations, more diverse thinking and improved decision making. But at its worst, it can sit at the heart of a toxic culture where bullying and harassment go unchecked. David Liddle's book is a practical and essential guide to a subject that is of increasing importance to organizations as they strive for a culture that enables everyone to bring their best."
"The 2nd edition is much more relevant to the world we live in now and is reflective of the changes that have impacted our lives in recent times. Recent world events such as the COVID-19 pandemic are acknowledged in the book as huge factors which have shaken our world. The book explores the notion that emotional intelligence and creating space for people to have adult to adult conversations is really the cornerstone of effective conflict management, and in my view, couldn't be truer. The book truly acknowledges the human element, the person behind the issues and the conflict. Practical, insightful, concise and intelligently written."
"David's book brings to light the importance on why organizations should embrace informal conflict resolution processes and embed mediation in its grievance framework. The book also adds a unique insight to the ongoing discussions on why organizations should seriously consider the restorative justice approach."
"An essential read for leaders, HR professionals and unions, this book revolves around the powerful principle of dialogue, guiding readers on a journey towards healthier, more productive workplaces. Its engaging, well-structured content captivates from the outset, leaving readers unable to put it down."
"In this transformative book, conflict becomes a catalyst for growth. Offering an updated, holistic framework for proactive conflict resolution, it's a crucial guide for both novices and experts. Perfect for modern workplaces, it empowers readers to cultivate a positive conflict culture in their organizations, providing practical tools for the future of conflict management at work. A must-read for the forward-thinking Human Resources professional."
"If you are in the HR profession this is a must read. The tools are all here, backed by fascinating case studies from businesses which he has worked over the past 20 years. This book needs to be in the hands of every HR professional."
"Managing Conflict 2ed is a breath of fresh air in the field of conflict management and is highly recommended for all actors involved in managing workplace conflict."
"Wow! What an inspiring and compelling book. A must read for all leaders, lawyers, ER Professionals, HR, and managers. In fact, anyone who wants to navigate conflict more effectively. This is an extremely practical guide which covers the lifecycle and causes of conflict, managing conflict from an employment law perspective, measuring the cost of conflict and the impact of a toxic culture, the psychology behind it all, routes to resolution, how to develop a Resolution Framework, how to resolve a toxic culture, how to develop an internal mediation scheme and how to do a quick health check on your organization.
David has started a "Resolution Movement"."
"I hope that employers will pick up a copy of this timely new edition and reflect on the benefits of implementing a restorative and humanistic 'Resolution Framework' in their workplace."
"This Edition uses additional case studies and templates to show how well the transformative Resolution Framework works. The book is an invaluable source for any human resources or employee relations professional."
"A gentle guide to a difficult topic; thought- provoking and clear."
"Active listening skills and recognising the consequences of conflict has never felt more important. David Liddle has ably convince the reader, of the need for Leaders to use mediation along with the emotional and financial benefits of doing so."
"This is an essential book for organizations. David Liddle shares his expertise and equips the readers to become proactive and embrace positive dialogues, transform conflicts from dysfunctional to functional, and achieve remarkable outcomes. David helps the reader understand the causes and impact of conflicts, and how to use efficient frameworks and tools for conflict management and mediation."
"Especially useful are the Resolution Reflections. Don't skip them. Answer the short pertinent questions. You will learn a lot. All mediators not just workplace specialists will benefit for reading this insightful and lively text."
"An antidote to the prevailing approach, Managing Conflict offers step-by-step guidance to developing a more holistic, mediation-centric approach called the Resolution Framework. HR professionals, business leaders, lawyers, and labour representative would benefit from the book's analysis of workplace conflict and how to constructively manage conflict so that healthy, functional relationships are not only maintained but can flourish in workplaces."
"An antidote to the prevailing approach, Managing Conflict offers step-by-step guidance to developing a more holistic, mediation-centric approach called the Resolution Framework. HR professionals, business leaders, lawyers, and labour representative would benefit from the book's analysis of workplace conflict and how to constructively manage conflict so that healthy, functional relationships are not only maintained but can flourish in workplaces."
"I have to agree that we could "do workplace conflict better". Listening, talking and collaboration through informal and formal mediation instead of relying on the misery of our disciplinary and grievance processes will surely serve everyone better. Get the book!"
"The book is written in a fascinating way. This book describes innovative strategic approaches to developing a culture of sustainable conflict management that can promote positive engagement of all parties, save costs, reduce stress, and increase well-being."
"This book is a must read for all HR Professionals - it is a comprehensive, easy to read textbook and made even better by being very interactive with the reflection boxes throughout each chapter. The book offers a real in-depth understanding of how conflict can arise, the cost to a business (both monetary and psychologically) and resolution options fully explained."
"A highly informative and inspiring book, which shows how conflict can in fact be seen as something positive! This book should be read by anyone who has to deal with conflict management - HR and management alike."
"Such expertise and experience, all openly shared and backed with good research and sound results; this edition is practical and for any CPO/HRD"
"The 2nd edition of Managing Conflict is the ultimate gift to HR practitioners Liddle shares key takeaways with the reader; including useful tests on toxic workplace culture, cost impact analysis for ER matters and approaches to integrate mediation into conflict scenarios. For anyone working in HR who has felt disenfranchised, overwhelmed and just a bit stuck; this book is for you."
