Power and Managing Conflict

The Capable Manager -- Book 4

The Open University

Publisher: The Open University, 1996

ISBN: 0-7492-4915-3

Synopsis:

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Table of Contents:

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• Session 1 Power and Influence
• Introduction
• 1.1 Characteristics of Power, Authority and Influence
• What is Power?
• Power is a Quality of Relationships
• Power Derives from Difference
• Power is Based on Beliefs
• Power is Never Just One-Sided
• Power is Contextual
• 1.2 Sources of Power
• Position Power
• Resource Power
• Social Power
• Expert Power (Expertise)
• Personal Power
• Control of Information
• Summary
• 1.3 Influence Strategies
• Using Authority’
• ‘Push’ Strategies
• ‘Pull’ or ‘Reward’ Strategies
• Using Persuasion
• Preparatory Strategies
• Preventative Strategies
• 1.4 Using Power Responsibly
• The Unwritten Contract
• Avoiding Negative Uses of Power
• Power And Accountability
• Summary and Objectives
• Session 2 Conflict
• Introduction
• 2.1 Understanding Conflict
• Constructive and Destructive Conflict
• Patterns of Conflict
• 2.2 Sources of Conflict
• The ‘Layers’ in Organisational Conflict
• Misunderstandings
• Differences in Values and Beliefs
• Differences in Interest
• Interpersonal Differences
• Feelings and Emotions
• Splitting and Projection
• Multi-Layered Conflicts
• 2.3 Win-Win'";" or 'Win-Lose'
• 2.4 Strategies for Managing Conflict
• Ignoring
• Allowing
• Reducing or Containing
• Short-term Strategies
• Longer-term Strategies
• Resolving
• Longer-term Strategies
• Preventing
• Summary and Objectives
• Session 3 Informal Interviews
• Introduction
• 3.1 Active Listening
• How to Listen — What to Do
• Problems in Active Listening — What to Avoid
• Judgement, Evaluation and Advice
• Insincere Interest
• Hostile Expressions
• Out-of-Place Expressions
• Accepting Positive Feelings
• Emotional Danger Signals
• Listening to Ourselves
• 3.2 Counselling Staff
• What is Counselling?
• The Manager’s Role
• 3.3 Approaches to Counselling
• Non-Directive Counselling
• Skills Required of the Client-Centred Approach
• Summary and Objectives
• Session 4 Disciplinary and Grievance Procedures
• Introduction
• 4.1 Disciplinary Procedures
• The Need for Disciplinary Procedures
• Operating Disciplinary Procedures
• Informal Stage
• Conducting Disciplinary Interviews
• Aims
• Preparing for the Interview
• The Interview Itself
• Follow-Up After the Interview
• 4.2 Grievance Procedures
• Operating Grievance Procedures
• Conducting Grievance Interviews
• Aims
• Preparing for the Interview
• The Interview Itself
• Follow-Up After the Interview
• 4.3 A Summary of Interviewing Skills and Techniques
• Establishing Rapport
• Preparation and Follow-Up
• Summary and Objectives
• Answers to SAQs
• References
• Acknowledgements