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United States Postal Service supervi...

Napoli, Lisa-Marie.

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United States Postal Service supervisors and conflict management techniques: Evaluating training and mediation interventions.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	United States Postal Service supervisors and conflict management techniques: Evaluating training and mediation interventions./
作者:	Napoli, Lisa-Marie.
面頁冊數:	194 p.
附註:	Source: Dissertation Abstracts International, Volume: 65-05, Section: A, page: 1958.
Contained By:	Dissertation Abstracts International65-05A.
標題:	Political Science, Public Administration. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3134034
ISBN:	049681270X

United States Postal Service supervisors and conflict management techniques: Evaluating training and mediation interventions.
Napoli, Lisa-Marie.

United States Postal Service supervisors and conflict management techniques: Evaluating training and mediation interventions. - 194 p.

Source: Dissertation Abstracts International, Volume: 65-05, Section: A, page: 1958.

Thesis (Ph.D.)--Indiana University, 2004.

Conflict management is crucial for public organizations. In 1999 the United States Postal Service (USPS) implemented the REDRESS(TM) mediation program---which uses Baruch Bush and Joseph Folger's model of transformative mediation---to improve workplace communications.

ISBN: 049681270XSubjects--Topical Terms:

1017438
Political Science, Public Administration.

United States Postal Service supervisors and conflict management techniques: Evaluating training and mediation interventions.
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245 1 0 $a United States Postal Service supervisors and conflict management techniques: Evaluating training and mediation interventions.
300 $a 194 p.
500 $a Source: Dissertation Abstracts International, Volume: 65-05, Section: A, page: 1958.
500 $a Chair: Lisa B. Bingham.
502 $a Thesis (Ph.D.)--Indiana University, 2004.
520 $a Conflict management is crucial for public organizations. In 1999 the United States Postal Service (USPS) implemented the REDRESS(TM) mediation program---which uses Baruch Bush and Joseph Folger's model of transformative mediation---to improve workplace communications.
520 $a This study examines supervisory conflict management techniques and uses a pre-test, post-test design; the sample comprises USPS supervisors in Indianapolis, Indiana, interviewed both before and after REDRESS(TM) mediation and training. The research framework follows a grounded theory model reporting frequency results. Theoretical constructs explored within the literature include interpersonal communication, dispute resolution design including context and culture, organizational learning, emotions, training and mediation.
520 $a The data suggest that supervisor perceptions of conflict management techniques for supervisors changed after both training and mediation; behaviors shifted from sole adherence to rules and procedures to the use of open communication, and both the training and mediation groups relied less on direct orders. Training and mediation interventions contribute to supervisory use of transformative behaviors. Additionally, supervisors who underwent training were more likely to acknowledge their emotions than those who experienced mediation.
520 $a Male and female supervisors responded similarly to conflict, perhaps due to USPS's machine bureaucratic culture. However, female supervisors were more likely to mention empathic gestures. Both the training and mediation groups tended toward more "feminine" organizational attributes. The training group showed increased acknowledgment of emotional considerations; the mediation group tended toward open communication. This and other results indicate a shift from position-based approaches toward interests and integration.
520 $a This research contributes to existing literature in the following ways: it explores supervisors' interpersonal conflict management skills within a machine bureaucracy design and the balance sought between the organization's procedural guidelines and supervisors' own best practices instincts; it demonstrates the contextual nature of supervisors' perceptions of constructive conflict management techniques, and the variety of valid approaches; it yields insights about micro-level communication in conflict management; and it identifies supervisor behaviors on a continuum of degrees of transformative characteristics.
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