Category: Communication

If your customers, whether external or internal, don’t like how you respond to their complaints, you stand to lose business...

Republished with permission of CPR.Mediation of commercial disputes has risen significantly over the past decade. As the result of (i)...

This excerpt is reprinted with permission from Jossey-Bass, A Wiley Company. It is drawn from I Hear What You Say,...

Order at Amazon.comMost people practicing ADR would agree that there is a lot of communication that occurs non-verbally in the...

Order at Amazon.comIn Mayer’s book, “The Dynamics Of Conflict Resolution,” the author presents a particularly unique perspective on the resolution...

While it may seem that those of us in the field of conflict resolution have had little to say since...

Conflict is inevitable in the workplace. However, that does not mean that we cannot work to prevent unproductive behavior that...

Remember your first typing class (for those of you who had the opportunity). There was keyboarding to learn but there...

Review by: The Aternative Newsletter Editor, Robert Kirkman Collins Published by: (W.W. Norton, New York, 1999; ISBN 0-393-32081-2 177 pp.)...

Introduction The events on September 11, 2001 that overtook our daily lives and reoriented our national and global priorities pose...

Team members work in increasingly diverse environments: in terms of age (there are more older workers), gender (there are more...

Order at Amazon.comChapter One: Narrative Mediation: What Is It? The universe is transformation: our life is what our thoughts make...

A little over a year ago, I was boarding a flight from New Orleans to Dallas/Fort Worth. Sometimes I'm a...

Positions: Parties in conflict have a natural tendency to think and talk in positions. Positions are statements or demands framed...

Tips that may help you be a more effective participant in an online meeting. Online meetings can be very short...

This article is courtesy of HR.com, a website committed to making the lives of HR professionals and business managers easier....

The events of September 11 have raised legitimate concerns about justice and security. Many people are demanding some form of...

So here I am, a week late arriving home, stuck between Colombia, Guatemala and Harrisonburg when our world changed. The...

Catching Our Breath As we come up for air from the relentless radio and television coverage that keeps us connected...

Life is far easier when people have the sense to see things our way. In the real world, however, capital...

Part I: The Art of Conflict Resolution “You can not depend on your eyes when your imagination is out of...

Permission to publish Chapter 1 of Conflict Resolution has been granted by The McGraw-Hill Companies.Is This a Conflict? Seamus is...

This article will be published in CPR Alternatives in Spring, 2002.Recently, I confronted the most difficult challenge of my 21...

This article is courtesy of HR.com, a website committed to making the lives of HR professionals and business managers easier.From...

In having a successful conversation a most important factor is finding new options that will give a more satisfactory response...

When I was a wee lad, I drove others nuts by asking questions. They were, I am told, good open...

Inevitably, you will run into people whose behavior pushes your buttons. How can you minimize the impact of such tactics?...

As humans, we are symbol-making creatures. Our uniqueness (perhaps along with other primates) is in our symbolic use of language....

The Nature of Dissonance Cognitive dissonance has been described by Tunbridge and Ashworth (1996) who (cited Sears et. al., 1985:50)...

William Ury starts the first chapter of his book, The Third Side, with an old Irish saying: “Is this a...