1. A New View of Conflict
   1. The cost of conflict
2. Finding the Root of the Conflict
   1. The root of a conflict
      1. Ineffective communication
      2. Value clashes
      3. Culture clashes
      4. Work policies and practices
      5. Adversarial management
      6. Noncompliance
      7. Competition for scarce resources
      8. Personality clashes
   2. Resolving conflict assertively
   3. How to become more assertive
      1. In the beginning, take small steps
      2. Use communication skills that enhance assertiveness
      3. Be soft on people and hard on the problem
3. Learn to Negotiate Effectively
   1. Think win/win
   2. Beware of defensive behaviors
   3. Know that negotiating styles vary
      1. Avoidance style (uncooperative/nonassertive)
      2. Accommodating style (cooperative/nonassertive)
      3. Win/lose style (uncooperative/assertive)
      4. Compromising style (moderately assertive/moderately cooperative)
      5. Problem-solving style (assertive/cooperative)
4. Conflict Resolution Process
   1. Step 1: Decide whether you have a misunderstanding or a true disagreement
   2. Step 2: Define the problem and collect the facts
   3. Step 3: Clarify perceptions
   4. Step 4: Generate options for mutual gain
   5. Step 5: Implement options with integrity
   6. Alternative dispute resolution
5. The Role of Labor Unions in Conflict Resolution
   1. Labor's role in the new economy
   2. Collective bargaining
   3. Contemporary issues facing labor unions