Whether personal or professional, conflict is inevitable. In her book Conflict 101: A Manager’s Guide to Resolving Problems So Everyone Can Get Back to Work (AMACOM) Susan Shearouse shares insight from her 20 years of experience in mitigating disagreements as a conflict resolution strategist. Susan discusses the importance of trust, how assumptions lead to false perceptions, and using the â€œSatisfaction Triangleâ€ as a conflict arbitration tool.
Susan Shearouse has provided facilitation, mediation, technical assistance, training in conflict resolution processes, group decision-making processes, managing change, sexual harassment awareness and organizational effectiveness to organizations and individuals since 1990. She is an adjunct staff member for the American Arbitration Association, McNamara and Associates, Inc. and an associate of Resolution Dynamics, Inc. In addition, she has served as Alternative Dispute Resolution (ADR) Specialist for the Federal Mediation and Conciliation Services (FMCS) and as adjunct faculty in Georgetown Universityâ€™s MBA program. Susan earned a Master of Science in Conflict Resolution from George Mason University in 1988, and was Executive Director of the National Conference on Peacemaking and Conflict Resolution (NCPCR). She is on the Advisory Board of the Institute for Conflict Analysis and Resolution at George Mason University.
For additional training on this topic, consider these AMA seminars:
*Responding to Conflict: Strategies for Improved Communication
*Confronting the Tough Stuff: Management Skills for Supervisors
* Standing Strong in Difficult Workplace Situations
To learn more, read these AMACOM Books:
* Conflict 101: A Manager’s Guide to Resolving Problems So Everyone Can Get Back to Work, by Susan H. Shearouse
* The Conflict and Communication Activity Book: 30 High-Impact Training Exercises for Adult Learners, by Bill Withers & Keami D. Lewis
* Listening to Conflict: Finding Constructive Solutions to Workplace Disputes, by Erik J. Van Slyke