Holding the calm : the secret to resolving conflict and defusing tension / Hesha Abrams ; forwords by Ken Blanchard and Colonel Mark Flitton.

Format:

Book

Author/Creator:

Abrams, Hesha, author.

Contributor:

Blanchard, Kenneth H., writer of foreword.

Flitton, Mark S., writer of foreword.

Language:

English

Subjects (All):

Conflict management.

Interpersonal communication.

Mediation.

Negotiating.

mediation.

Medical Subjects:

Negotiating.

Physical Description:

xviii, 187 pages ; 22 cm

Edition:

First Edition.

Place of Publication:

Oakland, CA : Berrett-Koehler Publishers, [2022]

Summary:

"In this book, readers will learn how to diffuse conflict by tapping into tools that will help them identify personalized solutions for every problem. Conflict can be destructive. Thousands of years of history have shown that human beings have always struggled to resolve disputes calmly and nonviolently. Now our society has less respect for its institutions and authority figures than ever because most people don't know how to lead out of a conflict stalemate. But, says Hesha Abrams, it doesn't have to be this way. Holding the Calm is the ultimate guide to help mediators of all kinds develop workable, immediate conflict management skills to approach workplace issues, lawsuits, marriage disputes, and everyday arguments. It is chock full of tools and techniques designed to facilitate civilized discussions involving drastically opposing viewpoints. The book's short chapters are written in an easy, accessible format to impart rich skills, anecdotes, and lessons that will arm leaders with the best approaches to conflict. This book teaches readers how to pick the right solution for the right situation-like when to turn lemons into lemonade and when to reach for the tequila and salt. Reading group discussion guide available in book"-- Provided by publisher.

Contents:

Machine generated contents note: pt. 1 WORDS AND WHAT TO DO WITH THEM

1. You Talk to People for a Living?

2. Speak into the Ears That Hear You

3. Almost, Never, Always, Rarely, a Lot

4. How to Listen to What Is Not Said

5. The Magic of Silence

6. High Emotions Are Diagnostics, Not Symptoms

pt. 2 SITUATIONAL AWARENESS: READING THE ROOM

7. There Is No Problem, Only a Solution Waiting to Be Found: Find the Self-Interest

8. Be the Grown-Up in the Room

9. Winning? Or Not Losing? Leave Them with Their Sword

10. When Everything Is Hitting the Fan

11. Us versus Them Mentality

-But I Am So Reasonable!

12. "It's a Dollar and She Lives In a Hut": The Dangers of Overnegotiating and Negotiating with Jerks

pt. 3 PEOPLE ARE WEIRD AND WONDERFUL

13. The Blame Game

14. Politeness and Civility Matter

15. We're All Animals in the Zoo

16. A Dozen Roses

-Seeking Advice

17. Cultural and Disability Considerations

pt. 4 BRINGING IT HOME, CLOSING THE DEAL, SOLVING THE PROBLEM, SETTLING THE CASE, AND RESOLVING THE DISPUTE

18. Create Small, Winnable Victories

19. Don't Take No for an Answer

20. Going Postal

-Cured.

Notes:

Includes bibliographical references and index.

Other Format:

Online version: Hesha Abrams Mediation LLC (Dallas, Texas). Holding the calm

ISBN:

9781523001934

1523001933

OCLC:

1282597124