Alternative Dispute Resolution / Conflict Management
Resource Guide

BOOKS AND OTHER MEDIA

Carlson, Richard. Don't Sweat the Small Stuff at Work: Simple Ways to Minimize Stress and Conflict While Bringing Out the Best in Yourself and Others. Hyperion, 1998.
     More than affirmations, Carlson's 100 chapter titles hint at the wisdom and simplicity revealed in brief, easy to read chapters: "Dare to Be Happy," "Create A Bridge Between Your Spirituality and Your Work," "Never, Ever Backstab," "Let Go of Battles That Cannot Be Won," "Admit That It's Your Choice," and "Ask For What You Want, But Don't Insist on Getting It." Carlson posits that once the smaller annoyances are put into perspective, you're able to bring out the best in yourself and in others.

DesRoches, Brian. Your Boss Is Not Your Mother: Creating Autonomy, Respect and Success At Work. William Morrow, 1995.
     Written by a family systems therapist and management consultant, DesRoches explains "why the office so frequently feels like a tense family gathering - and provides concrete techniques for solving the problem." He defines "family patterns" as "repeated sets of behaviors and rules that family members use to interact with each other and maintain the family system" and explains why work environments encourage family patterns. He shows how to resolve difficult relationships and how to acquire skills to function effectively.

Evans, Sybil. Hot Buttons: How to Resolve Conflict and Cool Everyone Down. Cliff Street Books, 2000.
     The "Conflict Coach" has written a handbook about achieving goals without alienating people. Her Five-Step-Formula identifies emotional triggers that lead to rage and feelings of helplessness. Evans' objective is to enable people to "choose harmony instead of anger between family and friends, and also defuse road rage, cell phone rage, supermarket-line rage, gym rage, restaurant rage, and other banes of this volatile twenty-first century."

How Can We Communicate Better at Work
http://www.mediate.com/articles/aphis.cfm
     Prepared by the Department of Agriculture Animal - Plant Health Inspection, this brief article identifies both strategies to improve and obstacles that block effective communication.

How to Manage Conflict, Anger and Emotion: Control, Confidence & Composure in Even the Most Highly-Charged Situations. Nightingale-Conant Corporation, 1995.
     This audiotape seminar (six tapes and an assessment workbook) offers "scores of ideas for keeping...cool under pressure." Listeners learn how to develop attitudes, techniques, and strategies for anticipating and diffusing difficult situations.

Levine, Stewart. Getting to Resolution: Turning Conflict into Collaboration. Berrett-Koehler Publishers, 1998.
     Written by an attorney, the book is based on four premises: (1) Conflict is expensive; (2) Conflict resolution requires a new paradigm of collaboration; (3) Conflict resolution requires using a new systematic approach; and (4) Conflict resolution with the model re-establishes productive lives and functional relationships. It is written for "those who work with and for others." Author cautions reader that the model is simple but that applying it is challenging.

Nichols, Geoff. Taking the Step Up to Supervisor. American Media, 1997.
     Make the transition to supervisor without problems by gaining a new understanding of the role and by learning new skills to motivate team members, solve problems, and resolve conflicts.

Slaikeu, Karl and Ralph Hasson. Controlling the Cost of Conflict: How to Design a System for Your Organization. Jossey-Bass, 1998
     Build collaborative strength within your organization to prevent and/or intervene early in any conflict that may arise.

Toropov, Brandon. The Complete Idiot's Guide to Getting Along With Difficult People. Alpha Books, 1997.
     In addition to improved relationships with difficult people, Toropov promises enhanced relationships across the board. Each of the six sections explores a different aspect of "the ins and outs of dealing with difficult people." A checklist and humorous sidebars provide guidance about important concepts and includes warnings about "what not to do."

Van Slyke, Erik J. Listening to Conflict: Finding Constructive Solutions to Workplace Disputes. AMACOM, 1999.
     Van Slyke writes "Conflict is the competition between interdependent parties who perceive that they have incompatible needs, goals, desires, or ideas." The book is filled with original exercises, examples, and models that show how to successfully resolve workplace disputes by practicing and perfecting the art of listening.

Zemke, Ron, Raines, Claire, Filipczak, Bob. Generations at Work: Managing the Clash of Veterans, Boomers, Xers, and Nexters in Your Workplace. AMACOM, 2000.
     Examines the dynamics of the multigenerational workplace and offers insights and solutions for understanding differences and resolving conflicts. Describes "generational personalities" for Veterans (b. 1922-1943), Baby Boomers (b. 1943-1960), Gen Xers (b. 1960-1980), and Nexters (b. 1980- ).