What do you think of when you hear that word? How does conflict make you feel?

Everyone struggles with how to deal with conflict. However, the ability to effectively resolve conflict can be the difference between success or failure, job satisfaction or dissatisfaction, and a productive team or an apathetic one.

But today, we're asking you to consider the possibility that conflict has gotten a bad rap, that maybe it is not as unpleasant as it seems. You see, conflict is not inherently negative. It is our interpretation of and response to conflict that is most often negative.

Using the strategies in this book, you will approach conflict as an opportunity to change situations for the better — to create positive transformations — and to produce better outcomes for your team, your customers and your organization.

Published in August 2008, The Manager's Conflict Resolution Handbook: A Practical Guide for Creating Positive Change has sold thousands of copies and has been purchased by organizations in a variety of fields including healthcare, finance, manufacturing, hospitality, government and education.