Conflict at work is inevitable, but it doesn't have to be destructive / Linda Hill
Introduction: A practical plan for dealing with conflict
Section 1. Preparing for conflict before it happens: 1. Types of conflict
2. Your options for handling conflict
Different situations call for different approaches
3. Recognize your natural tendency
Most of us fall into one of two camps
Section 2. Managing a conflict: 4. Assess the situation
Understand the players and the larger context
5. Get ready for the conversation
6. Have a productive conversation
Section 3. Resolving a conflict: 7. Get to a resolution and make a plan
Collaborate to find a creative solution
8. Repair the relationship
Rebuild trust and move on
9. Navigate common situations
