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For managers, officers, mediators, frontline staff and all those who manage difficult situations and people

'Practical and clearly written and will assist managers to handle staff problems. It brings a different perspective to other books on managing staff.' Karl Mackie, Chief Executive, CEDR

• Invaluable for managers and everyone wanting new skills to help them deal with conflict situations.
• Concentrates on situations at work, and useful for everyday life as well.
• Demonstrates and gives examples of many proven practical techniques such as mediation, seven-step problem solving, and assertiveness under pressure.
• Shows how active listening and taking an impartial stance can help you solve other people's problems and your own.
• Case studies of Troubled Associates - a small organisation where a variety of people are shown dealing successfully with situations like a personality clash, a dispute with the boss, problems in work teams and with angry customers, and accusations of discrimination from one member of staff to another.

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NB Books May 2002 ISBN 1 85788 315-2 232 pp pb £14.99

The first book to show the value of mediation for managing people more effectively at work.

In recent years mediation has become an increasingly popular approach and powerful technique, and has been used successfully in such areas as commercial disputes and customer complaints-handling.

Here, for the first time, is an accessible and practical book on using this powerful technique for resolving workplace disputes. Packed with real-life examples and cases, it focuses on mediation's positive way of looking at conflict, how it injects a new dimension into people's 'conflict zone', and outlines the qualities needed to be a mediating manager. Mediating managers become beacons of positive energy, perceived as people capable of holding things together when others are 'losing it'. They are able to do this because they are enablers, not judge and jury, catalysts not fixers, encouragers not enforcers.

It maps out the overall steps of the mediation process, what mediating managers' core tasks are at each stage, the opportunities offered to those involved, and illustrates different key moments of effectively resolved workplace disputes. The book demonstrates how transferable mediation skills are, and how they can be used in a wide range of workplace settings.