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An alarming 88% of Americans cite hostility, desk-rage, and workplace incivility as top concerns. How to Reduce Workplace Conflict and Stress will help executives, supervisors, and managers-and the people that work for them-protect pride, profit and productivity from these disabling emotions.
- Sales Rank: #56532 in Books
- Published on: 2005-08
- Original language: English
- Number of items: 1
- Dimensions: 8.75" h x 5.75" w x .25" l, .68 pounds
- Binding: Paperback
- 223 pages
About the Author
Anna Maravelas, of TheraRising.com, is an expert in restoring trust and enhancing profitability. She consults and delivers hundreds of keynotes and seminars in the U.S. and abroad. Her clients include Fortune 500 companies, police departments, government bodies, and family-owned businesses. Her work has been featured on numerous business radio shows and in a variety of print media.
Most helpful customer reviews
1 of 1 people found the following review helpful.
A must read!!
By Brandy Clemons
Anna Maravelas book, How to Reduce Workplace Conflict and Stress, is phenomenal! Her book gives you the actual system of how to reduce conflict and stress in the workplace that is amazingly transformative and easy to follow. This book is needed in every workplace as well as in every home. The skills and techniques learned in this book can be used in so many situations not just in the workplace, but in everyday drama, conflicts, and relationships. Take the time to read this awesome book and be blown away with how quickly you can have peace with your boss, co-workers, friends, and family!
0 of 0 people found the following review helpful.
I've Got To Quit Giving Them Away...
By Dave Mather
As a consultant, I've suggested that if agencies learned to communicate effectively, manage their emotions, and not jump to conclusions - I'd be out of work. Anna has captured this idea in an easy to read book that is part "of course!" and part "so that's what happened." I've purchased four copies of this book and have given them to leaders to read, never to get them back. This should be a must read for every leader working in a dynamic or competitive culture where conflict has become the language of choice. Anna's solutions are easy to understand and it's easy to navigate a path to a healthier, happier workplace. After reading her book, I got certified on her techniques this year.
3 of 3 people found the following review helpful.
Conflict becomes a Paper-Tiger
By David Innes
I have read several books on Conflict Resolution and Anna Maravelas' How to Reduce Workplace Conflict and Stress is among the best and is definitely my personal favorite.
By carefully and simply explaining the PSYCHOLOGICAL underpinnings of conflict, in the context of SYSTEM THINKING, she "demystifies" workplace conflict, making it far less threatening, and far more manageable. Seen clearly, it becomes a PAPER-TIGER, inflated far beyond it's true nature, by the very fear and uncertainty that it typically engenders.
Uniquely, Maravelas' book left me feeling GOOD. Other conflict resolution books left me -- ?? knowledgeable / armored / armed ?? -- but her's left me feeling SAFE.
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PSYCHOLOGY: (Long-Story Short)
Most common workplace conflict is anchored in simple frustration.
We can react to it, from the mid-brain (limbic system, emotional stuff) - flood with adrenaline, and blame and attack someone, who then goes defensive, boundaries guarded and not open to change.
OR
We can reflect on it, from the fore-brain (prefrontal lobes, neo-cortex; rational thinking), and ask ourselves, "What might cause an intelligent capable person to act like that?" The other party is far more likely to listen and be open to change if they feel SAFE.
What else may be happening, what is in the context, that we aren't seeing? Marevelas uses the iconic image of the "BIBS -- Baby In the Back Seat" (see the book for why - its a good story) to refer to this.
The Mid-Brain reaction -- anger, aimed at others, or fear, which is anger turned inwards against ourselves -- ANGER MAKES US STUPID. As for the Fore-Brain reflection -- CURIOSITY MAKES US SMART.
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SYSTEM THINKING: (I'll let the book speak for itself)
"Most workplace processes were never consciously designed, they just evolved." (p 169)
"Situations have a huge effect on human behavior. Competitive systems with harsh economic norms result in aggressive, and sometimes unethical behavior. In contrast, systems that are seen as accessible, fair, rewarding, and cooperative bring out the best in people. In the book No Contest, Alfie Kohn documents this finding in detail." (p 164)
"Dr. Deming, one of the most effective change agents of all times, believed that 85 to 93 percent of workplace waste originates in systems, not people. He became famous for witty harangues of managers who hounded employees to improve productivity when, in reality, most employees had zero authority to change systems and processes of their workflow." (p 169)
"In his autobiography Long Walk to Freedom, [Nelson] Mandela tells how he was deeply influenced by the writings of Gandhi during the years he was incarcerated. He realized that blame and contempt, although 'justified,' would not move him closer to his goal of creating a healthy, viable government and society. Mandela focused on changing the system, not individuals" (p 198)
"When I'm doing team building or conflict resolution, I often create a simple process map with clients. .... We create the process as it should be, and then how it really works. Lightbulbs flash when people see how much of their conflict is related to dysfunctional processes, not people." (p 168)
"Whenever I enter a high-conflict situation, I always start with the assumption that the conflict's root causes are in the system, and act accordingly. The odds are in my favor. In resolving more than 120 conflicts, only twice have I found the root cause of the problem was a key person who lacked the capacity to do his or her job." (p 170)
I note, even here, there is no suggestion of malice on the part of those people. Most likely, they lacked the proper knowledge or skills, and probably had positive intent.
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PAPER-TIGER: (Various other quotes from the book)
"Behavior that appears aggressive and unreasonable is often the attempt of an unskilled and desperate person who is struggling to stay within the workplace community, to be heard, and therefore included." (p 16)
"I always enter conflict situations with the assumption that I'm dealing with negative reciprocity, rumors, system problems, and misperceptions. Until proven otherwise I give people the benefit of the doubt, and its seldom that they didn't deserve it." (p 82)
"Those skilled in conflict resolution don't just resolve negative situations and walk away. They replace negativity with positive attitudes, behavior, and energy that bond and sustain people." (p 120)
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So, having described how we typically deal with conflict - poorly, thru lack of understanding and experience, Maravelas then gives us the knowledge, the insight, and the skills, to deal with conflict WELL; to confront conflict with intelligence and compassion, dealing with the problem, without blaming and attacking the person.
We can be self-righteous or effective. Pick one.
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