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Individual differences cause many differences in human behaviour, and the first source of these differences is personality. In various organisations, employees are encouraged to manage conflict through conflict management styles. The way people think can be an essential factor in their ability to conflict management. Difficult employees are individuals who constantly use problematic communication styles to express their feelings and thoughts to direct the behaviour of others. This empirical study aims to investigate the effect of thinking styles on individuals’ conflict management in dealing with difficult personalities.

To achieve the research purpose, a gamified situation was designed, and a survey was performed in laboratory settings and on an online platform. At first, participants’ reactions were measured in the simulated conflict management situation dealing with difficult personalities; subsequently, the dominant thinking style of participants was measured by the rational-experiential inventory (REI) and the cognitive reflection test. At the end, participants answered a series of demographic questions.

The collected data were then analysed by regression analysis. Based on the findings of this study, the rational thinking measured by the REI40 has a significant and positive effect on the performance of individuals in conflict management with difficult personalities in an organisational context; in other words, rational thinking leads to better performance in conflict management than experiential thinking.

The value of this article lies in the direct study of the impact of thinking styles on conflict management, which was done by focusing on difficult organisational personalities. Also, using gamification in research design is another research initiative.

“Corporate planning” is the term which, perhaps more than any other, epitomises the adoption of business management techniques by the public sector. In Britain, with massive local government reorganisation in 1974, many librarians were forced to come to terms with such techniques whether they liked it or not. Of course, in its purest sense corporate planning applies to the combined operation of an entire organisation be it local authority, university, government department or industrial firm. However, in this paper I do not intend discussing “the grand design” whereby the library is merely a component part of a greater body. Rather, it is my intention to view the library as the corporate body. It is a perfectly possible and very useful exercise to apply the principles of corporate planning, and the management techniques involved, to the running of a library or group of libraries. Indeed, many librarians have already done this either independently or as their part in the corporate plan of their parent organisation.

Reports the findings of an exploratory case study research on the contribution of internal and external communication to the commercial success of financial service innovations. An extensive case study research involving four innovation projects was conducted within a leading Belgian bank. The desk research and the 32 in‐depth interviews with senior managers and project leaders served as a platform for theory development. A propositional framework was developed that offers a contingency perspective regarding the role of communication during the different stages of the service innovation process. While many of the existing studies in the field have exclusively focused on external communication, the effectiveness of internal communication is a critical success factor. Furthermore, path dependency effects were created in the project life‐cycle of the financial service innovation projects. Finally, the findings suggest that the effectiveness of internal and external communication depends on the level of intangibility, heterogeneity, simultaneity and perishability of the new service offering.

Describes the implementation, over a two‐year period, of total quality management (TQM) in a design and manufacturing organization managed by traditional methods. Demonstrates the importance of ensuring that the statements made and signals given by a quality improvement team must be correctly understood by the workforce. Warns against allowing pressing business needs to divert the organization away from its quality improvement priority. Stresses that TQM will work only if top management demonstrates its commitment by actions and not just by words.

The concept of inequality refers to being treated unfairly in society and its impact on mental illness has been explored primarily using a quantitative research approach. Patients’ lived experiences of inequalities prior to their admission to a secure care setting need to be addressed with a higher priority as they can serve to improve our understanding of the factors underlying the development of mental illness at a personal level. The aim of this study is to explore participant’s views on whether for them the experience of inequality is associated with the development of mental illness.

A qualitative study, using a thematic analytical approach, was carried out to explore patients’ lived experiences of inequalities. A total of 11 participants, who were receiving treatment in a UK secure mental health hospital, were recruited into this study. The concept of inequality was explored using semi-structured interviews.

Data showed that patients had experienced a variety of inequalities which had negative impact on their mental health. Four main themes were identified from thematic textual analysis – abuse and its impact, a lack of support, the issue of labelling and the importance of understanding.

Data showed that patients had experienced a variety of inequalities which had negative impact on their mental health. Four main themes were identified from thematic textual analysis – abuse and its impact, a lack of support, the issue of labelling and the importance of understanding.

This is the first study, to the best of the authors’ knowledge, to consider intersectionality and admission to mental health units by interviewing patients in secure mental health setting.

In this chapter, we theorize that metaperceptions (beliefs about how one is viewed by others) derived from social identity categories will influence intrapersonal processing and resultant member interaction patterns in diverse work groups. In turn, such patterns of interactions will affect the quality of emergent states within diverse groups, ultimately impacting group-level outcomes. We will extend previous work in this area by examining the formation, nature, and consequences of metaperceptions in workgroups within which individuals vary with regard to social identities. In addition, we will describe the implications of metaperceptions for the effective leadership of diverse groups.

The need for adequate access to documents continues to grow, as does the total volume of the world's publications. Improvements in bibliographic control in the last 10 years have led both to fuller coverage of documents and to better and faster access to references. Document access relies more and more on interlibrary access because the great growth in number and cost of publications is making libraries increasingly unable to provide their readers with all the publications they need. Alternative models of interlibrary provision, according to centralization or decentralization of collections form a useful framework for considering the best solutions for Brazil. In practice, models must always be mixed, and the most important element in planning is to find the optimum balance of centralization and decentralization appropriate to each country. In Brazil, the best solution would almost certainly be the creation of a core collection of scientific and technical journals (excluding medicine and agriculture), a decentralized system for monographs, except Brazilian monographs, and the creation of a single supply centre for report literature. No special provision would be made for conference proceedings, or foreign official publications. Dissertations would be made available by the relevant universities. Trade literature should be collected in major industrial centres for consultation purposes.

The case revolves around a job offer received by Vinita Upadhyay, a journalist working with a regional daily. Taking up the offer would mean a shift from journalism and require her to join the public relations industry. The case provides three different perspectives regarding this offer. It begins with Upadhyay's perspective, followed by the views of Geet Sethi, who has offered her the job, and finally, that of Minesh Modi, who is her maternal uncle. The case is indicative of the challenges involved in persuading someone who is not open to arguments because of normative beliefs and internal biases.

The purpose of this paper is to describe the process used to standardize a Workplace Violence Prevention Program (WVPP) within a five-hospital healthcare system in Veterans Health Administration (VHA).

A description of the lean process improvement principles, used to bring the WVPP into compliance with Occupational Safety and Health Administration (OSHA) and other agencies through streamlining/standardizing processes.

There was significant standardization in both the threat assessment and education arms of the WVPP. Compliance with all major US Department of Labor OSHA requirements, as well as substantial time savings, were realized as part of this process improvement.

VHA is leading the way in inter/multidisciplinary assessment and mitigation of workplace violence, however, there are significant competing demands on staff time. This first ever use of lean principles to streamline processes around workplace violence prevention freed up clinician time for care while improving internal and external customer satisfaction, representing a major step forward in workplace violence risk mitigation.