Action Tools for Effective Managers: A Guide for Solving Day-to-Day
Problems on the Job. Margaret Mary Gootnick and David Gootnick. AMACOM.
2000.
The Agile Manager's Guide to Managing Irritating People. Joseph
Straub. Velocity Business Publishing. 1999.
Alternative Dispute Resolution for Organizations: How to Design a
System for Effective Conflict Resolution. Allan Stitt. John Wiley
& Sons. 1998.
Anger and Conflict in the Workplace. Lynne McClure. Impact Publications.
2000.
Bad Behavior, People Problems and Sticky Situations: A Toolbook for
Managers and Team Leaders. Gregg Ward. Winding Creek Press. 2002.
Behavior Mismatch: How to Manage "Problem" Employees Whose
Actions Don't Match Your Expectations. Rebecca B. Mann. AMACOM/American
Management Association. 1993.
Beyond Machiavelli; Tools for Coping with Conflict. A publication
of the Harvard Negotiation Project. Harvard University Press. 1994.
Beyond Neutrality: Confronting the Crisis in Conflict Resolution.
Bernard S. Mayer. Jossey-Bass. 2004.
The Briles Report on Women in Healthcare: Changing Conflict to Collaboration
in a Toxic Workplace. Judith Briles. Jossey-Bass. 1994.
Building a Culture of Respect: Managing Bullying at Work. Edited
by Noreen Tehrani. Taylor & Francis. 2001.
The Bully at Work: What You Can Do to Stop the Hurt and Reclaim Your
Dignity on the Job. Gary Namie and Ruth Namie. Sourcebooks. 2000.
BusinessSpeak: Using the Gentle Art of Verbal Persuasion to Get What
You Want at Work. Suzette Haden Elgin. McGraw-Hill, Inc. 1995.
Cain and Abel at Work: How to Overcome Office Politics and the People
Who Stand Between You and Success. Gerry Lange and Todd Domke. Broadway
Books. 2001.
Changing Minds: The Art and Science of Changing Our Own and Other
People's Minds. Howard Gardner. Harvard Business School Press. 2004.
The Complete Idiot's Guide to Getting Along with Difficult People.
Brandon Toropov. Alpha Books. 1997.
The Control Freak. Les Parrott III. Tyndale House Publishers. 2000.
Controlling the Costs of Conflict. Karl Slaikeu and Ralph Hasson.
Jossey Bass. 1998.
Coping with Difficult Bosses. Robert M. Bramson. Simon & Schuster. 1994.
Coping with Difficult People. Robert M. Bramson. Anchor Books/Doubleday.
1981.
Coping with Difficult People in the Health Care Setting. William
Umiker. ASCP Press. 1994.
Coping with Supervisory Nightmares: 12 Common Nightmares of Leadership
and What You Can Do About Them. Michael and Deborah Singer Dobson.
SkillPath Publications. 1997.
The Coward's Guide to Conflict: Empowering Solutions for Those Who
Would Run Than Fight. Time Ursiny. Sourcebooks, Inc. 2003.
Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior. Kerry Patterson.
McGraw-Hill. 2005.
Crucial Conversations: Tools for Resolving Broken Promises,
Violated Expectations, and Bad Behavior. Edited by Kerry Paterson,
Joseph Grenny, Ron McMillan, and Al Switzler. McGraw-Hill. 2005.
Dealing with Difficult People; How You Can Come Out on Top in Personality
Conflicts. Charles J. Keating. Paulist Press. 1984.
Dealing with People You Can't Stand: How to Bring Out the Best in
People at Their Worst. Rick Brinkman. McGraw-Hill. 1994.
Dinosaur Brains: Dealing with All Those Impossible People at Work.
Albert J Bernstein. John Wiley and Sons. 1989.
Discipline Without Punishment: The Proven Strategy that Turns Problem
Employees into Superior Performers. Dick Grote. Amacom. 1995.
Discussing the Undiscussable: A Guide to Overcoming Defensive Routines in the Workplace. William R. Noonan. John Wiley. 2007.
Diversity Leadership: A Trainers Manual. Vivian Jenkins Nelsen
and Lela Porter. Hypatia Trust. 1997.
The Dynamics of Conflict Resolution: A Practitioner's Guide. Bernard
Mayer. Jossey-Bass. 2000.
Employee Handbook for On-the-Job Survival. Michael Henry Cohen.
Canoe Press. 1989.
Emotional Blackmail: When the People in Your Life Use Fear, Obligation,
and Guilt to Manipulate You. Susan Forward. Quill. 2001.
Face It: Recognizing and Conquering the Hidden Fear That Drives All
Conflict at Work. Art Horn. AMACOM, American Management Association. 2004.
Feedback Toolkit: 16 Tools for Better Communication in the Workplace.
Rick Maurer. Productivity Press. 1994.
From Complaining Carl to Negative Nelli: Managing Prickly Personalities.
Marceline Bunzey. Dartnell, 2001.
From Losers to Winners: How to Manage Problem Employees. . . And
What to Do It You Can't. V. Clayton Sherman. AMACOM/American Management
Association. 1987.
The Frustration Factor: How to Manage People Who Drive You Up the
Wall. Gary A. Crow. Glenbridge Publishing Ltd. 1995.
Genderspeak: Men, Women, and the Gentle Art of Verbal Self-Defense.
Suzette Haden Elgin. John Wiley & Sons, Inc. 1993.
Getting Past No: Negotiating with Difficult People. William L.
Ury. Bantam Books. 1991.
Getting to Resolution: Turning Conflict into Collaboration. Stewart
Levine. Berrett-Koehler. 1998.
The Handbook of Conflict Resolution: Theory and Practice. Jossey-Bass. 2000.
Harvard Business Review of Negotiation and Conflict Resolution.
Harvard Business School Press. 2000.
How to Keep People from Pushing Your Buttons. Albert Ellis. Citadel
Press Book. 1994.
How to Resolve Conflict: Management Development. Phoebe A. Sheftel
and Matthew Bennet. ASTD, 2001.
How to Resolve Conflicts at Work. Florence Stone. AMACOM. 1999.
How to Work for an Idiot: Survive & Thrive...Without Killing Your
Boss. John Hoover. Career Press. 2004.
How to Work with Just About Anyone: A 3-Step Solution for Getting
Difficult People to Change. Lucy Gill. Simon & Schuster. 1999.
I Win, You Win: Turning Conflict to Your Advantage. Ross Van Ness.
Pendell Publishing Company. 1981.
In the Company of Women: Indirect Aggression among Women: Why We Hurt
Each Other and How to Stop? Pat Heim and Susan A. Murphy with Susan
K. Golant. Jeremy P. Tarcher/Putnam. 2003.
Interpersonal Conflict. Joyce Hocker and William Wilmot. Wm. C.
Brown. 1991.
It Takes More Than a Carrot and a Stick: Practical Ways for Getting
Along with People You Can't Avoid at Work. Wess Roberts. Andrews McMeel
Publishing. 2001.
It's a Jungle Out There!: Dealing with Difficult Behavior in the Workplace.
Charles Mallory. American Media. 1998.
The Keys to Conflict Resolution: Proven Methods for Resolving Disputes
Voluntarily. Theodore W. Kheel. Four Walls Eight Windows. 2001.
Learning to Manage Conflict: Getting People to Work Together Productively.
Dean Tjosvold. Maxwell McMillan. 1993.
Listening to Conflict: Finding Constructive Solutions to Workplace
Disputes. Erik J. Van Slyke. AMACOM. 1999.
The Magic of Conflict: Turning a Life of Work into a Work of Art.
Thomas F. Crum. Simon & Schuster. 1988.
The Magic of Dialogue: Transforming Conflict into Cooperation.
Daniel Yankelovich. Simon & Schuster. 1999.
Make Peace with Anyone: Breakthrough Strategies to Quickly End Any
Conflict, Feud, or Estrangement. David J. Lieberman. St. Martin's
Press. 2002.
The Manager's Guide to Preventing Hostile Work Environment: How to
Avoid Legal and Financial Risks by Protecting Your Workplace from Harassment
Based on Sex, Race, Disability, Religion, and Age. Wanda Dobrich,
Steven Dranoff, and Gerald Maatman. McGraw-Hill. 2002.
The Manager's Pocket Guide to Dealing with Conflict. Lois B. Hart.
HRD Press. 1999.
Managing Conflict; The Key to Making Your Organization Work. Dean
Tjosvold. Team Media. 1989.
Managing Conflict in Health Care Organizations. American Hospital
Association. 1995.
Managing Conflict with Peers. Talula Cartwright. Center
for Creative Leadership, 2003.
Managing Conflict with Your Boss. Davida Sharpe and Elinor Johnson.
Center for Creative Leadership, 2002.
Managing Differences. Crisp Publications. 1995.
Managing Disagreement Constructively: Conflict Management in Organizations.
, Herbert S. Kindler. Crisp Publications, Inc. 1996.
Managing Workplace Negativity. Gary S. Topchik. AMACOM. 2001.
Mediation and Arbitration of Employment Disputes. John T. Dunlop
and Arnold M. Zack. Jossey-Bass. 1997.
Mediation in the Workplace: A Guide for Training, Practice, and Adminstration.
Rebecca Jane Weinstein. Quorum Books. 2001.
Mediating Interpersonal Conflicts: A Pathway to Peace. Mark S.
Umbreit. CPI Publishing. 1995.
Men Are From Mars, Women Are From Venus; A Practical Guide for Improving
Communication and Getting What You Want in Your Relationships. John
Gray. HarperCollins Publishers. 1992.
Neanderthals at Work: How People and Politics can Drive You Crazy.
Albert J.Bernstein. John Wiley and Sons. 1992.
Negotiating at an Uneven Table: Developing Moral Courage in Resolving
Our Conflicts. Phyllis Beck Kritek. Jossey-Bass. 2002.
The No Asshole Rule: Building a Civilized Workplace and Surviving One That Isn’t. Robert I. Sutton. Business Plus. 2007.
Outrageous Conduct: Bizarre Behavior at Work. Elizabeth Fried.
InterMEDIAries Press. 1990.
People Smarts: Bending the Golden Rule to Give Others What They Want.
Tony Alessandra. Pfeiffer & Company. 1994.
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques,
and Scripts for Handling Any Situation. Robert Bacal.
McGraw-Hill. 2005.
Perfect Solutions for Difficult Employee Situations. Sid
Kemp. McGraw-Hill. 2005.
Performance Through Participation: Managing Conflict in Teams.
Mescon Group, 1989.
The Pfeiffer Book of Successful Conflict Management Tools: The Most Enduring, Effective, and Valuable Training Activities for Managing Workplace Conflict. Edited by Jack Gordon. Pfeiffer. 2003.
A Practical Guide to Complaints Handling: In the Context of Clinical
Governance. Chris Gunn. Churchill Livingstone. 2001.
Problem Employees: How to Improve Their Performance. Upstart Publishing
Company, Inc. 1991.
Problem People at Work: The Essential Survival Guide to Dealing with
Bosses, Coworkers, Employees, and Outside Clients. Marilyn Wheeler.
St. Martin's Griffin. 1995.
Resolving Conflicts on the Job. Jerry Wisinski. AMACOM/American
Management Association. 1993.
Resolving Conflicts at Work: A Complete Guide for Everyone on the
Job. Kenneth Cloke and Joan Goldsmith. Jossey-Bass. 2000.
The Secret of Overcoming Verbal Abuse: Getting Off the Emotional Roller
Coaster and Regaining Control of Your Life. Albert Ellis and Marcia
Grad Powers. Wilshire Book Company. 2000.
The Set-Up-to-Fail Syndrome: How Good Managers Cause Great People
to Fail. Jean-Francois Manzoni & Jean-Louis Barsoux. Harvard Business
School Press. 2002.
Shortcuts for Smart Managers: Checklists, Worksheets and Action Plans
for Managers With No Time to Waste. Lisa Davis. AMACOM. 1998.
The Skilled Facilitator: A Comprehensive Resource for Consultants,
Facilitators, Managers, Trainers, and Coaches. Roger Schwarz. Jossey-Bass.
2002.
Solving People Problems: The Essential Guide to Thinking and Working
Smarter. Bobbi Linkemer. AMACOM. 2000.
Supervising the Difficult Employee. Ann M. McGill. Irwin Professional
Publishing. 1994.
A Survival Guide for Working with Humans: Dealing with Whiners, Back-Stabbers,
Know-It-Alls, and Other Difficult People. Gini Graham Scott. AMACOM.
2004.
Taking Charge of Anger: How to Resolve Conflict, Sustain Relationships,
and Express Yourself without Losing Control. W. Robert Nay. The Guilford
Press. 2004.
Taking the War Out of Our Words: The Art of Powerful Non-Defensive
Communication. Sharon Strand Ellison. Bay Tree.
2002.
Talk It Out: Four Steps to Managing People Problems in Your Organization.
Daniel Dana. Human Resource Development Press, Inc. 1989.
The Ten Commandments of Working in a Hostile Environment.
T. D. Jakes. Berkley Books. 2005.
Territorial Games: Understanding and Ending Turf Wars at Work.
Annette Simmons. AMACOM. 1998.
They Don't Get It, Do They? Communication in the Workplace--Closing
the Gap Between Women and Men. Kathleen Kelley Reardon. Little, Brown
and Company. 1995.
Tongue Fu! How to Deflect, Disarm, and Defuse Any Verbal Conflict.
Sam Horn. St. Martin's Press. 1996.
Toxic Emotions at Work: How Compassionate Managers Handle Pain and
Conflict. Peter J. Frost. Harvard Business School Press. 2003.
201 Ways to Deal With Difficult People. Alan Axelrod. McGraw-Hill. 1997.
201 Ways to Turn Any Employee Into a Star Performer. Casey Fitts
Hawley. McGraw-Hill. 2004.
When Perfect Isn't Good Enough: Strategies for Coping with Perfectionism.
Martin M. Antony and Richard P. Swinson. New Harbinger Publications. 1998.
When the Sparks Fly: Resolving Conflicts in Your Organization.
John D. Arnold. McGraw-Hill, Inc. 1993.
When You Say Yes But Mean No: How Silencing Conflict Wrecks Relationships
and Companies...and What You Can Do About It. Leslie A. Perlow. Harvard
Business School Press. 2003.
Why Didn't You Say That in the First Place? How to Be Understood at
Work. Jossey-Bass. Richard. Heyman. 1994.
Why Great Leaders Don't Take Yes for an Answer: Managing for
Conflict and Consensus. Michael A. Roberto. Wharton School
Publishing. 2005.
Winning Ways: 4 Secrets for Getting Great Results by Working Well
with People. Dick Lyles. Putnam. 2000.
Winning with the Employee from Hell: A Guide to Coaching and Motivation.
Shaun Belding. ECW Press. 2004.
Work with Me! Resolving Everyday Conflict in Your Organization.
Gini Graham Scott. Davies-Black. 2000.
Working It Out: Sanity and Success in the Workplace. Stephen Strasser.
Prentice Hall. 1988.
Working Relationships: The Simple Truth About Getting Along with Friends
and Foes at Work. Bob Wall. Davies-Black. 1999.
Working with Difficult People. Muriel Solomon. Prentice Hall.
2002.
Workplace Wars and How to End Them: Turning Personal Conflicts into
Productive Teamwork. Kenneth Kaye. AMACOM/American Management Association.
1994.
Your Boss Is Not Your Mother: Creating Autonomy, Respect, and Success
and Work. Brian DesRoches. William Morrow and Company, Inc. 1995.
Zapping Conflict in the Health Care Workplace. Judith Briles.
Mile High Press. 2003.
Videos
The Art of Resolving Conflicts in the Workplace. With Lawrence
D. Schwimmer. A 37-minute video program. Albrecht Publishing Company.
1992.
Synopsis: The six essential techniques--1) I versus You
language; 2) anticipation; 3) meta-talk; 4) self-interest; 5) limit
setting; 6) using consequences. Learn how to anticipate your listener's
response/gain his trust; set limits that build mutual respect; use key
words and phrases that establish a spirit of cooperation.
Bad Apples: How to Deal With Difficult Attitudes. A 24-minute
video program with a guide. VisionPoint Productions. 2000.
Synopsis: Describe the characteristics of a bad attitude;
detail how negativity impacts relationships and performance; outline
a 5-step process for dealing with difficult people; identify the reason(s)
for someone's poor performance.
Bambi vs. Godzilla: How to Deal with Difficult People. With: Bruce
Christopher. A 77-minute video. Bruce Christopher Seminars, Inc. 1996.
Synopsis: Discusses how to understand negative behavior
without reacting to it, increase the ability to deal with difficult
personality types, decrease conflict and misunderstanding, and positively
influence the behavior of others.
Call Center Challenges. A 25-minute video program. Telephone Doctor.
2000.
Synopsis: Provides 8 wrong way vignettes in which participants
determine what went wrong and how the call should have been handled.
The proper ways to handle irate callers, rambling callers, upset callers,
sexual harassing callers, callers putting you on hold, and other types
of callers are covered in this 25 minute tape.
Communicating With People On The Job. With Tony Fulginiti. A 15-minute
video program. (Communication Briefings series). CP&R. 1991.
Synopsis: How to fight the tendency to focus on the negative;
stay out of the quick-assumption trap; keep your sense of humor; handle
conflict successfully; listen actively so you can give and receive feedback;
congratulate and motivate people; compromise and compete.
Conflict: The Rules Of Engagement. A 41-minute video. CorVision
Media. 1997. With: Pat Heim.
Synopsis: Takes viewers through proven strategies which
neutralize some conflicts straight out, or simplify complex conflicts
into manageable ones.
Conflict Management. A 20-minute video program. (The Hospital
Satellite Network Continuing Education series). American Journal of Nursing.
1991.
Synopsis: Explores the tensions and problems that occur
in the fast-paced hospital environment and tells how to handle them
constructively; reviews some of the issues that cause conflict in hospitals
and possible destructive reactions; shows three effective ways of dealing
with tensions and problems; shows dramatized hospital scenes that illustrate
the various creative techniques in conflict management.
Conflicts! Conflicts! A 19-minute video program with guide. Barr
Films. 1984.
Note: Utilizes a courtroom trial situation to illustrate
typical conflicts. A judge leads viewers through five segments which
reveal irritation, disagreement and conflict either in the making or
in full swing. In each vignette, the behavior of one or both participants
escalates to conflict before the judge intervenes and suggests how the
incidents could have either been prevented or resolved.
Synopsis: Techniques for avoiding conflicts, with practical skills that
promote cooperation and understanding; assertive versus combative behavior;
the win/win philosophy; constructive criticism; openness versus defensiveness;
good listening.
Coping with Difficult People. With Robert M. Bramson. A 39-minute
video program with a guide. American Media Incorporated. 1989.
Synopsis: Conflict resolution; six types of difficult
people.
Part 1) know-it-all experts; stallers; snipers.
Part 2) tanks; super-agreeables; complainers.
Disrespectful Communication: Take It, Leave It, Deal With It.
A 13-minute video program with guide. Sacred Heart Medical Center. 1992.
Synopsis: Presents 4 pointers to help hospital workers
deal with the disrespectful communication frequently erupting from the
hectic pace and stressful situations common in hospital work using a
touch of humor and real life scenarios to enable viewers to learn to
identify and to respond to disrespectful communication.
Effective Teamwork. A 39-minute video program with guide. Jack
Wilson and Associates. 1995.
Synopsis: Describes what teams are all about and why
they are important to an organization; describes how to write a team
constitution and develop ideas that the team can stand behind; details
how to run a typical meeting and how to deal with conflict and team
problems.
Facing the Tiger: How to Turn Conflict Into Positive Change. A
57-minute (Part 1: 25 minutes, Part 2: 32 minutes) video program. HRD
Press. 2000.
Synopsis: Part 1 explores why conflict exists and is
inevitable in any dynamic relationship and introduces "the pinch
theory" model for understanding and working with conflict. Part
2 explains a five-step process for turning unresolved conflict into
a renewing source of mutual insight, development, and productivity.
Flashpoint: When Values Collide. With: Morris Massey. A 77-minute
video program. Enterprise Media. 1993.
Synopsis: Morris Massey discusses hidden taboos that
are torpedoing organizational change. With a provocative blend of humor,
directness, and honesty, the major myths surrounding sex, ethnicity,
and age are pulled back in a distinctive dissection of diversity and
values.
How to Deal with Difficult People. With Rick Brinkman and Rick
Kirschner. A 260-minute video seminar with a guide. CareerTrack. 1988.
Synopsis: Insights into why difficult people behave the
way they do; how to communicate effectively with them; how to get results
with chronic problem people; specific types of difficult people and
four elements of effective communication; ways one copes with difficult
people and how it affects one's personal and professional life.
Part 1) Analyzers; Rulers; Relators; Entertainers.
Part 2) Yes-People; No-People; Know-It-Alls; Chronic Complainers; Passives;
Snipers, Tanks, Grenades; Maybe People; Think-They-Know-It-Alls; Nothing
People.
Part 3) Gossips; Saboteurs; Liars.
How to Deal With Negativity In The Workplace. 4 64-minute videos.
Boulder, CO: CareerTrack Publications, 1996. 64 minutes each. With Lani
Arredondo.
Synopsis: Part 1: examines 3 common sources of workplace
negativity; ways to build immunity to negative thinking; understanding
the language of negativity. Part 2: how to keep a co-worker's negative
mood from affecting your own outlook and performance; methods to help
you hold people accountable for their negative behaviors; 3 essentials
for dealing with defensiveness, hostility and chronic complaining. Part
3: describes ways to turn a would-be argument into a productive problem-solving
session; how to sway a negative thinker toward a more positive outlook.
Part 4: how to create an optimistic organization.
How to Get Results with People: How To Build Your Leadership, Power,
and Visibility on the Job. With Jeff Salzman. A 105-minute video seminar.
CareerTrack. 1987.
Synopsis: Moving from management to true leadership.
Program topics: "Content and Ego"--the one principle that
determines whether people support or resist leaders. "Selling Your
Ideas"--how to make people receptive and enthusiastic about new
ideas. "Building Rapport"--how to develop strong, committed
relationships you can count on. "Power and Visibility"--how
to increase your impact and enhance your reputation in your organization.
"Conflict and Criticism"--handling difficult people and tough
situations.
How to Resolve Conflict at Work. A 18-minute video with guide.
Briefings Publishing Group, 2003.
Synopsis: Demonstrates techniques to resolve conflict
at work when dealing with co-workers or customers.
How to SHINE in Difficult Management Situations. [1 video with
guide]. Alexandria, VA: Briefings Publishing Group, 2002. 21 minutes.
Synopsis: The SHINE technique will show how to use sincerity,
humility, imagination, negotiation, and enthusiasm to resolve difficult
management situations.
How To Speak Up, Set Limits And Say No Without Losing Your Job or
Your Friends. With Maria Arapakis. A 93-minute video program. CareerTrack.
1991.
Note: For a 20-minute edited version of this program,
see The Best of CareerTrack, shelved as VC 017 Pt. 5 in the Library's
video collection.
Synopsis: Handling everyday management headaches--shoddy work, attendance
problems, employee negativity; reducing guilt and anxiety when turning
others down; staying focused on high-level priorities; keeping hassles
at home from interfering with work; resolving staff problems that could
result in expensive turnover; preventing costly "crossed wire"
misunderstandings and conflicts; six techniques for setting limits for
coworkers, family, and friends; "rehearsing" potential conflicts
to ensure desired results.
Leadership! Building Teams, And Reducing Stress. With Louis Benson.
A 90-minute video program with guide. American Hospital Association, 1990.
(Management Skill Builders series).
Synopsis: Team building; managing conflict; "arson
prevention" as opposed to constantly putting out "fires"
in one's work or personal arena; increasing retention and productivity
through stress counseling and empowerment; what it takes to go from
knocking heads to nodding heads.
The Magic of Conflict: How to Turn Your Life of Work Into a Work of
Art. With: Thomas Crum. A 4 videocassette program. CareerTrack. 1996.
Synopsis:
Part 1) The Nature of Conflict: discusses three steps for handling conflict
more effectively; examines how to recognize and seize opportunities
for growth that lie hidden in stressful situations; describes the principles
of Aikido and how to achieve balance at work and home.
Part 2) Reaching Your Centered State: describes "the Aiki way"
of calming and centering yourself; discusses how to effectively deal
with "raging bulls", whether they're clients, co-workers,
friends or family; examines healthy ways to express emotions at work.
Part 3) The Power of Discovery: discusses how to develop common ground
with a co-worker, and turn a would-be adversary into a cooperative partner;
discusses how to avoid common listening errors.
Part 4) Taking Effective Action: describes how to create a precise plan
to confront someone successfully; describes steps you and your co-workers
can take to anticipate challenges and opportunities; discusses how to
accurately assess your feelings and not over- or under-react.
Managing Disagreement For Performance Improvement. [1 video with
guide]. Menlo Park, CA: Crisp Publications, 1998. 23 minutes.
Synopsis: Helps viewers assess their current style of
managing disagreement. Focuses on how to diagnose the conflict, prepare
strategies to resolve the conflict, and how to implement and evaluate
solutions.
M.E.E.T on Common Ground: Speaking Up for Respect in the Workplace.
[1 video with guide]. Des Moines, IA: VisionPoint Productions, 2001. 24
minutes.
Synopsis: This program uses six vignettes to demonstrate
how employees can deal with workplace diversity issues professionally
and respectfully based on M.E.E.T.--make time to discuss, explore differences,
encourage respect, take responsibility.
Overcoming Negative Behaviors. An 18-minute video with guide.
Ash-Quarry Productions. 1996.
Synopsis: Learn practical skills for dealing with
resistance, complaints, disruptions, demands and aggression.
Problem Solving And Conflict Resolution. A 28-minute video program.
American Journal of Nursing, (A presentation of the Health and Sciences
Network).
Synopsis: Using realistic, health care-based examples,
this video shows how conflicts can be resolved and how, if managed correctly,
conflicts can lead to new options; discusses different types of conflicts--I
win-you lose, lose-lose, and win-win; emphasis is placed on turning
conflicts into the win-win type, if possible; shows the advantages of
win-win resolutions, along with methods of achieving them.
Solving Conflict. A 27-minute video program. American Media Incorporated.
1993.
Note: Closed-captioned for the hearing impaired. Part
1) Solving Conflict; Part 2) Interactive video exercises.
Synopsis: Achieve win-win results; specific steps to take that will
turn conflicts into positive experiences and opportunities to improve
relationships.
Solving (Even More) People Problems on the Job. A 18-minute video
program with a guide. Briefings Publishing Group, 2003.
Synopsis: Examines a variety of people problems common
to most work places; demonstrates how to deal with eight difficult workplace
personalities; applies three key techniques for solving people problems;
discusses eight guidelines for changing problem behavior.
Supervising Differences. A 30-minute video program. Copeland Griggs
Productions, Incorporated. 1990. (Valuing Diversity series).
Synopsis: How first line supervisors, plant managers,
and others can get the best out of their diverse workforce; how supervisors
can deal with climate setting, coaching and development, team building,
supervising culturally diverse workers, controlling stereotypes and
assumptions and dealing with employee conflict.
A Tale Of "O" On Being Different. Written by Rosabeth
Moss Kanter with Barry A. Stein. An 18-minute video program which includes
the training version and the original 27-minute version. Goodmeasure,
Incorporated. 1993.
Note: Suitable for management development programs, education
about discrimination, training for internal consultants, orientation
for managers working in another country or culture, or support groups
for special populations. Uses universal symbols (X's and O's) to depersonalize
the situation and deal with sensitive issues in a nonthreatening manner;
allows each viewer to identify with the victim of tokenism. Video based
on research for Dr. Kanter's book, Men and Women of the Corporation.
Synopsis: Serves to defuse conflict in the workplace, encourage collaboration
between different kinds of groups and help non-traditional employees
get integrated; what happens to any new or different kind of person
in a group--and how to manage that situation.
Team Conflict. A 23-minute video program. Business Advantage.
1997.
Synopsis: Discusses how to avoid controlling meetings;
how to handle conflict and diversity in team situations; how to stay
focused on the task and steer from stagnation
We Need to M.E.E.T.: Managing for Respect in the Workplace. [1
VHS tape with guide]. Des Moines, IA: VisionPoint Productions, 2003. 29
minutes.
Note: Guide contains 6 parts (presentation DVD, puzzle,
print copy of PowerPoint presentation, Participant Workbook, Facilitator’s
Guide, and Self-Study Workbook).
Synopsis: Teaches managers how to recognize, respond to, and resolve
day-to-day workplace situations that can rise out of cultural differences.
It will help managers know how to promote a respectful and inclusive
working environment while maintaining their organization's laws, policies,
and values.
When I Say No, I Feel Guilty. A 30-minute video program with guide.
Cally Curtis Company, 1991.
Note: Dr. Manuel J. Smith's #1 Best Seller in Assertiveness
Training. Ideal for conflict management, customer relations, stress
management, and other personnel programs.
Synopsis: Techniques to help one become more courteously and effectively
assertive--1) calmly repeat what you want, 2) acknowledge the possibility
of truth in criticism, 3) sympathetically agree with constructive criticism,
4) encourage criticism, 5) listen to everything that's being said, and
6) develop skills to help you win workable compromises.
Zapping Conflict in the Healthcare Workplace. [2 videos with guides].
Carrollton, TX: HSTN, 2002. 107 minutes. With: Judith Briles.
Note: Part 1 (55 minutes) and Part 2 (52 minutes)
Synopsis:
Part 1: The objectives of this program are to be able to identify and
define sabotage and conflict within the workplace; discuss conflict
and sabatoging behavior; identify and describe six steps to zap conflict;
describe and discuss "unwritten rules"; discuss four steps
to communicate more effectively.
Part 2: This program discusses how to identify and define sabotage and
conflict in the workplace; steps to successfully confront; ground rules
for confronting; powerful confronting dialog; why attitudes are critical;
how to embrace change; how to get, grow, and regain confidence.
The list of resources on this page is not intended to be complete or
comprehensive. The selected resources included are representative of the
subject area covered and are an excellent starting point for further research.
Additional print and electronic information can be found by conducting
your own literature search, consulting other library collections, or contacting
a professional librarian/informationist for assistance. Please check with
your local library to determine availability of these resources and local
library access to national interlibrary loan networks for resources not
owned locally. The list of resources is updated regularly as new resources
are identified by the Mayo Clinic Libraries, Mayo Clinic College of Medicine.
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