TY  - BOOK
AU  - Kaye, Kenneth
TI  - Workplace wars and how to end them : turning personal conflicts into productive teamwork
PY  - 1994///
CY  - New YorkUS
PB  - American Management Association
N2  - Provides 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
ER  -