00756nam a2200109Ia 4500080002100000100001800021245009300039260005400132300002000186520041900206583002100625  aLRC 01.02.07 K23  aKaye, Kenneth  aWorkplace wars and how to end them : turning personal conflicts into productive teamwork  bAmerican Management AssociationaNew YorkUSc1994  aix, [1], 162 p.  aProvides a systematic 5-step approach for managing workplace conflict.  Uses flowcharts to illustrate the five steps namely: look for shared goals and win/win solutions; clarify, sort and value differences; gain commitment to change; analyse the recurring cycle of problems and their chronic patterns; and, try unilateral change.  Uses dialogue, in appendix, to demonstrate the goals and rules of active listening.  c1/25/01kTESSA_H