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Managing Conflict

Managing Conflict

A Practical Guide to Resolution in the Workplace

David Liddle

From £24.99

Resolve and prevent conflict in the workplace with this essential guide for HR professionals.

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About the book

Conflict in the workplace is a perennial problem for organizations. Whether it's a disagreement between colleagues, a dispute with management or large-scale industrial action, conflict negatively affects both people and profits as employee morale and productivity fall. Endorsed by the CIPD, Managing Conflict is an essential guide for HR professionals needing to tackle these problems by not only resolving current issues, but also preventing future instances of conflict. Going beyond interpersonal conflict, the book also looks at resolving board room disputes, disputes with shareholders, in the supply chain, commercial disputes and customer complaints.

The first part of Managing Conflict covers the causes and costs of conflict, the impact of the psychological contract and the legal framework for managing workplace disputes both in the UK and internationally. The second part of the book provides a blueprint for redefining resolution and building a culture of constructive conflict management, from designing a conflict management strategy and developing a formal resolution process to embedding mediation, engaging stakeholders and training managers in resolution and mediation skills. It also includes conflict resolution toolkits for managers, HR teams, employees and unions to help tackle conflict and bullying at work. Packed with best practice case studies from major UK and global organizations, this is an indispensable guide for all HR professionals looking to resolve conflict in the workplace. Online supporting resources include a conflict health check tool, conflict cost calculator, and checklist for developing an internal mediation scheme.

Table Of Contents

  • Section - ONE: Putting Conflict Into Context;
    • Chapter - 01: What’s Wrong with Contemporary Conflict Management and What can Organizations do about it?;
    • Chapter - 02: The Lifecycle of a Conflict – How and Why Conflicts Escalate;
    • Chapter - 03: The Causes and the Sources of Dysfunctional Conflict;
    • Chapter - 04: Managing Conflict – A Legal Perspective;
  • Section - TWO: A Practical Guide to Managing Conflict;
    • Chapter - 05: Measuring the Costs of Conflict;
    • Chapter - 06: The Psychology of Conflict Management;
    • Chapter - 07: The Resolution Spectrum;
    • Chapter - 08: Developing a Resolution Policy to Replace your Traditional Grievance Procedure;
    • Chapter - 09: Mediation – An In-Depth Analysis;
    • Chapter - 10: How to Develop an Internal Mediation Scheme;
    • Chapter - 11: Tackling Bullying and Harassment – From Process to People;
    • Chapter - 12: Total Conflict Management – A Whole Systems Approach for Preventing and Resolving Conflict;
    • Chapter - 13: Managing Workplace and Employment Disputes – An International Perspective;
  • Section - THREE: Resolution Resources


This is an incredibly useful guide on understanding and dealing with conflict. The author helpfully combines the theory and psychology behind conflict with hands on, practical tips to managing conflict, in addition to bringing this to life by sharing case studies. [T]his guide is accessible to all. It's certainly a book I will be recommending to my team, managers, employees - in fact, anyone, involved in managing conflict!
Kirsty Devine, Head of US HR & Global Projects, Financial Times

Conflict is inevitable - indeed a healthy level of conflict enables organisations to grow. It's when that conflict becomes unhealthy that it stifles the organisation and the employees within it. David Liddle's book is a practical, pragmatic and essential guide to understanding and managing what is often regarded as a taboo subject [...] Managing Conflict is required reading
Martin Blackburn, UK People Director, KPMG

[This book] has highlighted some innovative and highly effective approaches and he has gathered first hand evidence about the powerful and lasting impact of ADR. However, David has also set out some very significant challenges (and some pragmatic solutions) that should be addressed by HR, unions, business leaders and policy makers if we are going to see a real shift in culture and policy regarding the management of conflict at work.
Michael Gibbons CBE, Independent Reviewer of DRR for Secretary of State, DTI, 2007

This book draws on extensive research to deliver a comprehensive and accessible framework for managing the broad spectrum of conflict situations facing organisations today. A highly recommended read.
Rachael Tyler, Development Director, Healthcare People Managers Association (HPMA), London Academy

If there is one book you must read in the next year or ten it is David Liddle's Managing Conflict. David has been at the forefront of dispute resolution for years and his first book does what it says on the cover. As ever, David brings a practical, no nonsense, empathetic approach to his subject. One to trust, dip into at any time and return to, again and again.
Andi Hargreaves, Head People Policy and ER, Department for International Trade

[This book] offers a welcome relief from traditional approaches for managing conflict. The arguments for shifting to a more integrated, person centred and values based approach are set out simply and plainly. The models and toolkits that David has created are easily applied and will be of benefit to all organisations
Andy Keeling, Chief Operating Officer, Leicester City Council

Managing Conflict is a well-structured and hugely practical insight into understanding, preventing and resolving workplace issues. From understanding mediation to positive psychology, David covers relevant topics in a thorough and accessible style, completing the book with an invaluable resource section.
David D'Souza, Head of Engagement and London for CIPD, Experienced HR/OD/Change leader


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Book Details

  • EAN: 9780749480882
  • Edition: 1
  • Published: 3rd September 2017
  • Paperback
  • Format: 235x155
  • 320 pages

About the Author

David Liddle is the CEO of the TCM Group, the UK's leading mediation and resolution consultancy. Having implemented over three hundred integrated conflict management systems, Liddle is a leading authority on all aspects of workplace mediation and resolution. Based in the UK, he is also the founding president of the Professional Mediators' Association (PMA), the founder of the Collaborative Justice Institute and an engagement guru for Engage for Success.

David Liddle

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