Workplace Wars and How to End Them: Turning Personal Conflicts Into Productive Teamwork

When my company's Database Administration resorted to hostage-taking in the "Toner Wars" of the late 90s, Kenneth Kaye's book provided the framework for a peaceful settlement which minimised collateral damage. Too late, sadly, for Anton from Human Resources, but his martyrdom will not be forgotten.

Kenneth Kaye's background in therapy and counseling is evident throughout the book. He supplies us with good insights into why conflict exists and how to reframe conflict so that we seize the opportunity presented by conflict to examine how things are and create ways of doing things better. Throughout the book, he provides authentic examples of the types of conflicts present in work places and focuses the reader on learning how to present ideas and observations so that effective dialogue is established and participants are better able to assume responsibility for creating and maintaining effective relationships at work. The Appendix coaches readers on how to engage in "active listening," a skill that is essential for reducing conflict at work. Mr. Kaye helps the reader begin to focus on desired outcomes or goals rather than on difficult behaviors. A real strength of the book is the author's inclusion of various techniques for helping members of work groups examine difficult issues or behaviors such as "springing the finger trap" or using "unilateral disarmament." Anyone committed to being a change agent in his/her organization will use the information in this book just about every day and be tempted to carry it around in a purse or pocket. Mr. Kaye's ideas are equally useful for managing conflict in any group such as a family or sports team.