Explaining communication skills that increase the likelihood of productive outcomes, this text shows how to make informed choices about what is under our control during conflict episodes - our own responses. Specifically, the book explains how to manage immediate responses to unexpected conflicts; deal with conflicts involving co-workers in work teams; manage change when one is in-charge; decide when to use third parties to resolve conflicts; and understand cultural differences during conflict episodes. Whether you are facing conflicts as a subordinate or as a member of a work team, or as a supervisor, this book is designed to help recognise the trouble signs, anticipate how conflict episodes might unfold, and devise appropriate and flexible strategies for coping.