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Preface | |
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Introduction | |
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Workplace mediation | |
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So what exactly is workplace mediation? | |
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A working definition of mediation | |
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The underlying principles of mediation | |
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Where does workplace mediation come from? | |
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An example of a breakdown in a workplace relationship: Wendy and Mark | |
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Wendy and Mark and a complaint of bullying | |
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So how do organizations respond to conflict? | |
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Just how does mediation work? | |
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The six-step model of mediation | |
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Confidentiality in mediation | |
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Mediation and levels of listening | |
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Finding your way around conflict resolution: what is special about mediation? | |
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The nature of 'conflict' | |
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The elements that can divide | |
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The principles that unite | |
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Dispute resolution methods | |
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A comparative continuum of workplace interventions | |
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What is special about mediation? | |
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How mediation can be used within organizations | |
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Mediation when working relationships break down | |
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Mediation as an informal resolution within personnel policies | |
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Mediation after a formal investigation has taken place | |
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Mediation as part of your customer or client complaints procedure | |
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Workplace mediation for teams | |
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So what lies behind team conflict? | |
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Conflict scenarios: how will team dysfunction be manifest? | |
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Team mediation is not an 'away day' | |
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What is team mediation? | |
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Who should facilitate a team mediation? | |
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When team mediation should be considered and when not | |
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Organizing a team mediation | |
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Team mediation and group dynamics | |
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Looking at group dynamics | |
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Mediation and sub-personalities | |
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Dealing with cultural differences: prejudices, assumptions and discrimination | |
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Mediation and group scapegoating | |
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Team mediation and 'ghost figures' | |
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Introducing mediation into your workplace: mediation providers, personnel policies and mediation practice in the organization | |
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Who is going to carry out the mediations? | |
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Where do you find external mediators? | |
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How do you select internal mediators from your staff? | |
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What training will internal mediators need? | |
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Supervision of internal mediators | |
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How will mediation be part of your personnel policies? | |
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Dissemination of mediation throughout your organization | |
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Mediation in action: case studies of real life workplace mediations | |
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Case studies of workplace mediation between two employees | |
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A mediation for a complaint of bullying against a manager | |
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A mediation for a complaint of sexual harassment | |
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A mediation between two colleagues sharing an office and alleged racism | |
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Moving through the eye of the storm and the art of the impossible: a mediator's view of the process | |
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Case studies of workplace mediation with teams | |
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Team Case Study One: a team with multiple problems | |
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Team Case Study Two: a mediation between senior managers and two teams | |
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Case studies of workplace mediation for boardroom conflicts | |
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Mediation for a family manufacturing firm between directors - father and son | |
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Mediation for an international company between the chairman and the managing director | |
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The philosophy and processes of mediation: in support of conflict managers and organizational development | |
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Why do conflicts arise? Some universal, individual and interpersonal models | |
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Stress, threat and conflict: 'hardwired for a fight...' | |
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Stress and conflict in the contemporary business environment of change | |
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Individual perception, life-stances and conflict | |
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Personal responses to conflict: passive / aggressive / assertive | |
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Interpersonal conflict styles and tactics: a summary | |
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Avoiding negativity for mediators and conflict managers | |
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Why and how should managers respond to conflict? | |
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'Conflict costs': managing conflict effectively saves money | |
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Anger and how to handle it | |
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Managing your mind-talk | |
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Reframing inflammatory language: turning poisons into honey | |
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Changing an impasse into a win-win solution | |
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Resolving everyday conflicts quickly with the Brief Mediation model | |
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The philosophy of mediation and the business of empowerment | |
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'May you live in interesting times' | |
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So where are organizations headed in the 21st century? | |
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Mediation and the business of empowerment | |
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Empowerment and responsibility within mediation | |
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'Beyond mediation': the culture of mediation and organizational development | |
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Mediation as a culture and the 'co-entrepreneurial' business | |
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The mediation process and 'mediated business solutions' | |
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Conclusions: the last word | |
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Contacting the authors | |
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Bibliography | |
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Index | |