Conflict Management: A Communication Skills Approach (2nd Edition) 2nd Edition

An excellent book for every manager seeking an approach to managing conflict. The book is written with the understanding that one can't always resolve conflict. However, a five step process is given which allows for it's successful managing. Through Assessment, Acknowledgement, Attitude, Action and Analysis (5A's) the reader will form a firm base to anticipate and management conflict. The chapters on gender differences, cross-cultural awareness and how writing styles cause conflict are very timely.

Got to me in great shape and very fast. Pages weren't bent and i got it on time even though I ordered it last minute. I was happy with it.

Worked as designed.

Great