11-1: Explain the importance of managing conflict at the content level and the relational level.

11-2: Discuss approaches to managing and resolving conflicts.
 

Chapter outline:

Introduction

Conflict Explained

Communication and Conflict

Conflict on the Content Level

Leadership Snapshot: Humaira Bachal

Conflict on the Relational Level

Managing Conflict in Practice

Fisher and Ury Approach to Conflict

Communication Strategies for Conflict Resolution

Kilmann and Thomas Styles of Approaching Conflict

Summary