AMACOM - A Manager's Guide to Resolving Problems

AMACOM - A Manager's Guide to Resolving Problems
Author: Susan H. Shearouse

Managing people requires “people skills”—new levels of communication
and conflict-resolution skills. Often these new managers or
supervisors have new challenges that they had not imagined before.
They find themselves in the middle of conflict with direct reports.
Many times what the boss wants, needs, and expects from staff is
counter to what the staff wants, needs, and expects. The boss also must
stand up for the people within the organization, fighting on their behalf
with other business units for scarce resources, managing expectations
and workload, negotiating for positions, promotions, and opportunities.
And the boss also stands between co-workers who are having their own
share of conflicts, aiming to harmonize differences so that people can
get back to work.