Kaye, Kenneth creator text New YorkUS American Management Association 1994 monographic ix, [1], 162 p. 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. 1/25/01 TESSA_H LRC 01.02.07 K23 20260716043412.0