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Win at Work!: The Everybody Wins Approach to Conflict Resolution

ISBN: 978-0-470-59917-4
237 pages
June 2010
Win at Work!: The Everybody Wins Approach to Conflict Resolution (0470599170) cover image


Proven techniques for resolving workplace conflicts

After years of seeing clients struggling and their businesses suffering with destructive conflicts, Diane Katz developed The Working Circle, a step-by-step process that helps everyone in business resolve conflict in a non-confrontational, creative, collaborative way.

Win at Work! provides you with a no-nonsense guide based on real-life examples of people at pivotal points in their careers. Filled with practical wisdom, it reveals how you can move around the roadblocks that, if left unattanded, can stop you in your tracks. Win at Work! also helps those of us who are uncomfortable with conflict, giving them tools for solving problems in a nonconfrontational manner. This essential guide

  • Offers a proven step-by-step process for conflict resolution
  • Deals with complex business questions about independence, moral values, face-saving, goal-setting, and leadership
  • Provides easy language for talking through problems and reaching a relatively painless outcome

Putting aside simple band-aid solutions, Win at Work! is your proven resource for the kind of long-term team-building that ultimately makes the difference in business and organizational success.

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Table of Contents

Introduction Conflict at Work ix


Chapter 1 The Power of the Circle in Conflict Resolution 3

Chapter 2 The Working Circle’s Eight Key Questions 31


Chapter 3 What’s Your Conflict Resolution Style? 51


Chapter 4 Challenge 1: Ask YourManager for the Raise You Deserve or ‘‘Be Happy You Have a Job’’? 65

Chapter 5 Challenge 2: Deal with Your Partner or Allow Him/Her to Continue Causing Chaos? 81

Chapter 6 Challenge 3: Speak Up about What’s Happening or Remain Silent? 97

Chapter 7 Challenge 4: Mediate or Take a Side? 111

Chapter 8 Challenge 5: Deal with a Client’s Anger or Allow Him/Her to Continue Shouting? 135

Chapter 9 Challenge 6: Get Your Boss Off Your Back or Continue to Be Micromanaged? 151

Chapter 10 Challenge 7: Stand Up to the Bully or Don’t Make Waves? 169

Chapter 11 Challenge 8: Manage That Troublemaker or Let Him/Her Continue to Stir Up Trouble? 187

Chapter 12 Teaching Others Without Being a Teacher: Introducing The Working Circle at Work 205

Epilogue ‘‘Working the Circle’’ as You Advance Your Career 217

Sources 221

Acknowledgments 227

Index 229

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Author Information

Diane L. Katz, PhD, has a master's degree in organizational psychology from Columbia University and a PhD in conflict resolution from Union Institute. Diane's consulting company, The Working Circle, provides organizational development, human resources, team building, training, coaching, and Diane's own unique eight-step process. Clients of The Working Circle represent service companies, such as manufacturing, construction, technology, health care, government, and nonprofits.
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Press Release

June 08, 2010
Win at Work!: The Everybody Wins Approach to Conflict Resolution


Destructive conflicts arise in large and small businesses,  government bodies, non-profits, law enforcement agencies and other organizations that affect the ability of individuals to be fully productive and comfortable in their work.  Managers and rank-and-file employees alike usually lack the skills and training to resolve conflicts to their satisfaction and for the good of their organization.

In “Win at Work! The Everybody Wins Approach to Conflict Resolution,” Diane L. Katz, Ph.D., reviews many of the causes of conflict and explains why attempts to resolve them often fail. Her approach to arriving at peaceful solutions is based on balancing the traditional masculine traits of focus and assertiveness with the feminine attributes of creativity and collaboration. 

“I’m referring to qualities, to styles of problem solving, not men versus women,” Dr. Katz explains. “Typically, parties engaged in a dispute are focused on being the victor. They need to come to an agreement that contributes to the goals of their company or organization, and then everyone wins.”

Win at Work!” describes the Working CircleÒ, a unique eight-step process Dr. Katz developed and has successfully applied at hundreds of organizations since founding her consulting firm in 1995. The Working Circle encourages an objective, non-combative view of the situation.  It involves determining what is negotiable and what is not, developing a game plan, and communicating the positive changes that will result. It blends intuition and intellect.

 Using actual situations from her practice, Dr. Katz takes the reader step by step through her process to solve a number of common challenges:

  • Asking for and justifying a raise
  • Dealing with a disruptive business partner
  • Whether to speak up or remain silent about what is going on at work
  • Whether to take sides or mediate
  • Dealing with a client’s anger
  • Negotiating  independence from a micromanaging boss
  • Standing up to a bully
  • Managing a troublemaker
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