Table Of Content

Building Confl ict Competent Teams Craig E. Runde Tim A. Flanagan ffffiirrss..iinndddd iiiiii 44//2244//0088 1122::1188::4466 PPMM ffffiirrss..iinndddd iiii 44//2244//0088 1122::1188::4466 PPMM Praise for Building Confl ict Competent Teams “This book takes confl ict competence to a whole new level— beyond enhancing individual skills to the ever more impor- tant team setting. Full of informative, helpful tools, tips, and g uidance, teams and team leaders will learn how to transform confl ict into opportunity and increase their ‘teamness.’ Through meaningful stories and examples, exercises, and specifi c techniques, the reader learns how to manage emotion, communicate more effectively, and overcome obstacles to resolving confl ict in team settings.” —Kathy Bryan, president and CEO, International Institute for Confl ict Prevention & Resolution “In today’s fast-paced lifestyle and culture, leaders and organi- zations increasingly face challenges and obstacles created by internal team confl ict. Runde and Flanagan teach us that not all team confl icts are bad, and those constructive team confl icts, if managed and integrated properly, can lead to dynamic improve- ments in team creativity and production. Now, in Building Confl ict Competent Teams, you can learn the principles that will help you lead your team to the top of its game.” —Ben J. Hayes, president, New York–Penn League “A very practical, easily understood approach to team confl ict management. Runde and Flanagan provide real-life, easy-to-relate-to examples and actionable ‘how to’s’ with useful application tools.” —William K. Rusak, executive vice president, human resources, Corrections Corporation of America ffffiirrss..iinndddd ii 44//2244//0088 1122::1188::4455 PPMM ffffiirrss..iinndddd iiii 44//2244//0088 1122::1188::4466 PPMM Building Confl ict Competent Teams Craig E. Runde Tim A. Flanagan ffffiirrss..iinndddd iiiiii 44//2244//0088 1122::1188::4466 PPMM Copyright © 2008 by John Wiley & Sons, Inc. All rights reserved. Published by Jossey-Bass A Wiley Imprint 989 Market Street, San Francisco, CA 94103-1741—www.josseybass.com No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the Web at www.copyright.com. Requests to the publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax 201-748- 6008, or online at www.wiley.com/go/permissions. Readers should be aware that Internet Web sites offered as citations and/or sources for further information may have changed or disappeared between the time this was written and when it is read. Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifi cally disclaim any implied warranties of merchantability or fi tness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profi t or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. Jossey-Bass books and products are available through most bookstores. To contact Jossey-Bass directly call our Customer Care Department within the U.S. at 800-956-7739, outside the U.S. at 317-572-3986, or fax 317-572-4002. Jossey-Bass also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. Library of Congress Cataloging-in-Publication Data Runde, Craig E. Building confl ict competent teams / Craig E. Runde, Tim A. Flanagan.—1st ed. p. cm. Includes bibliographical references and index. ISBN 978-0-470-18947-4 (cloth) 1. Teams in the workplace—Management. 2. Interpersonal confl ict. 3. Confl ict management. I. Flanagan, Tim A. II. Title. HD66.R86 2008 658.4'022—dc22 2008004730 Printed in the United States of America first edition HB Printing 10 9 8 7 6 5 4 3 2 1 ffffiirrss..iinndddd iivv 44//2244//0088 1122::1188::4477 PPMM A Joint Publication of The Jossey-Bass Business & Management Series and The Center for Creative Leadership ffffiirrss..iinndddd vv 44//2244//0088 1122::1188::4477 PPMM ffffiirrss..iinndddd vvii 44//2244//0088 1122::1188::4477 PPMM Contents Preface ix 1. A Team in Confl ict 1 2. Where Confl ict Comes From, and Why It Is So Hard to Manage 19 3. Creating the Right Climate 43 4. Constructive Communication 75 5. Techniques for Staying on Track 119 6. Special Cases: Virtual and Global Teams 171 7. Getting Started on the Road to Confl ict Competence 189 Epilogue 209 Resources 213 References 217 The Authors 225 Index 227 About the Center for Creative Leadership 235 vviiii ffttoocc..iinndddd vviiii 44//2244//0088 1122::2222::5522 PPMM