The Manager's Guide to Mediating Conflict
By Alison Love
Publisher: Packt Publishing / ImPackt Publishing
Final Release Date: September 2014
Pages: 76

Experienced mediator, trainer, and business mentor Alison Love brings her insight into the nuances and subtleties of workplace conflict, to help you develop the vital communication skills that lie at the heart of good leadership. Emotional intelligence often passes unspoken in discussions about management but here Alison places it at the forefront, as a key component of management.

Built around the process of mediation, Alison shows you precisely how mediation works, while also offering you invaluable information that will be integral for any manager interested in creating a team and a workplace committed and dedicated to a shared goal. From understanding the causes of conflict in the modern workplace to sustaining the results of a successful mediation, Alison aims to give you both the knowledge and the skills to be successful at this integral component of management.

Conflict is an inevitable part of the workplace. Often it can be constructive, but it is more frequently, destructive and damaging. When it is not managed effectively it can cripple morale and productivity and lead even to stress and ill health. One of the most effective forms of conflict management is mediation, which provides a formal structure through which conflicting parties can articulate their perspectives, with the aim of reaching a resolution through this formalised discussion. Beginning with the causes of conflict in the modern workplace, this book then takes you through the entire mediation process, providing you with clear, practical steps on how to plan and conduct a mediation to how to sustain the results once the process has been completed. With tools and templates that make what may seem like a difficult process manageable, the book is an essential tool for manager's concerned about how to deal with conflict at work.

Product Details
Recommended for You
Customer Reviews


by PowerReviews
oreillyThe Manager's Guide to Mediating Conflict

(based on 1 review)

Ratings Distribution

  • 5 Stars



  • 4 Stars



  • 3 Stars



  • 2 Stars



  • 1 Stars



Reviewed by 1 customer

Displaying review 1

Back to top


Great Resource for Any Manager

By John Curtis - Mediator

from Kingston, Canada

About Me Educator, Lawyer, Mediator, Olympian

Verified Reviewer


  • Accurate
  • Concise
  • Easy to understand
  • Helpful examples
  • Well-written


    Best Uses

    • Novice
    • Student

    Comments about oreilly The Manager's Guide to Mediating Conflict:

    Book Review

    The Managers Guide to Mediating Conflict
    By Alison Love

    Alison Love's new book will be a terrific resource for any manager because eventually everyone experiences conflict in the workplace and its one of the most important things managers can manage. Unfortunately, it is not a subject in which most managers have any training. This is a superb place to start and despite its short length and easy to read format, this book is comprehensive.

    Ms. Love's book is filled with helpful tips, easy to digest diagrams and charts and it provides managers with a chance to do some productive self-reflection on their own behaviours that may be unintentionally perpetuating or escalating conflict. The worst weaknesses are the one's we don't even know we have.

    I was especially impressed with the 8 reasons for why there is so much conflict in the modern workplace and how all these things essentially boil down to the fact that the content and context of any particular conflict at some level is not all that important because it is always rooted in differences of perception.

    She writes:
    "I the vast majority of mediations I have been involved in, the specific facts and issues of a dispute often fall away very quickly and become irrelevant. What's left are differing perspectives and hurt feelings fuelled by misunderstanding, miscommunication, distrust and speculation over the intentions of others."

    As a former lawyer turned mediator with almost 15 years of experience I whole heartedly agree. Knowing this is like having access to the secret play books the parties are working from and it provides a useful Big Picture perspective.

    Although, every manager will benefit from the information and wisdom shared in this book, I think more could have been made of the inherent difficulty of managers placing themselves in the role of Mediator. Ms. Love is very clear on this point in Chapter 2, page 32 when she states: "…. do not mediate for parties that work directly for you or with who you work closely."

    In larger organizations this may be practical, but in the majority of mediations I do, no manager could claim to have the necessary neutrality and usually it is the manager who has direct reports who are in conflict who retains me to mediate.

    There is nothing new in this book for professional mediators but it is an excellent resource for them to recommend to clients who would benefit from a fuller understanding of what mediation is. Mediation is more likely to be used and to be effective when the initial advocates for its use are "in-house", well informed about the process and its potential – The Managers.

    Review by John Curtis

    Displaying review 1

    Back to top

    Buy 2 Get 1 Free Free Shipping Guarantee
    Buying Options
    Immediate Access - Go Digital what's this?
    Ebook:  $9.99
    Formats:  ePub, Mobi, PDF