ABM: Concepts and Practice · Part B: Human Resource Management

Chapter 11: Conflict and negotiation

Where conflict at work comes from, when it helps and when it harms, the five ways to handle it, and how to negotiate a better deal than either side’s fallback.

Buyers of the e-book, or of the print copy, which includes it, read the whole chapter. Everyone can read the free sample, pages 1 to 24 of the e-book.

In this chapter

• 11.1What conflict is, and when it helpsp. 143
• 11.2Causes and stagesp. 144
• 11.3Five ways to handle conflictp. 145
• 11.4Negotiationp. 146
• 11.5Industrial relations in banksp. 147
• Exam traps and quick checksp. 148
• Practice: 16 questions in three roundsp. 149
• Answers, with every wrong option explainedp. 151
• Make it stickp. 153
• Chapter 11 on one pagep. 154

Corrections and updates

None for this chapter so far. Every correction to the book, and any rule that changes after its date, is listed on the errata page.