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The Conflict Resolution Toolbox Models and Maps for Analyzing, Diagnosing, and Resolving Conflict

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  • Edition: 2nd
  • Format: Hardcover
  • Copyright: 2020-09-16
  • Publisher: Wiley

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Supplemental Materials

What is included with this book?


Learn to effectively resolve conflict the way that works best for you

When it comes to real-world conflict resolution, one size does not fit all. In the professional world especially, it’s critical for individuals to be prepared for a variety of situations and to know what tools and techniques can be used to settle disputes and disagreements in a way that is respectful of both party’s needs. The Conflict Resolution Toolbox shows mediators, negotiators, managers, and professionals at all levels how to simply and effectively assess conflict situations and choose the right tools to resolve the issue in a meaningful way.

  • Understand the why behind the conflict and how it can be resolved
  • Recognize the unconscious judgements and biases that are obstacles to conflict resolution
  • View conflict situations objectively and from multiple viewpoints
  • Learn how the latest neuroscience and behavioral economics research plays a role in conflict resolution

With over 25 years of experience in mediation, negotiation, and conflict resolution, author Gary T. Furlong brings to light the intrinsic habits and interpretations that can unwittingly surface and lead to further tension during times of conflict and unrest. This timely update to The Conflict Resolution Toolbox marries theory and practice and is a hands-on guide to understanding the root of conflict and selecting the simple strategies for addressing specific scenarios that individuals routinely face in the workplace and in life.

Conflict may be unavoidable, but resolution is within reach with the invaluable guidance and techniques found in The Conflict Resolution Toolbox.

Author Biography

GARY T. FURLONG, C. MED., LL.M (ADR), is a partner at Agree Dispute Resolution where he specializes in mediation, negotiation, and conflict resolution. He has mediated construction, insurance, employment, and labor disputes for over 25 years, and has trained judges, lawyers, police officers, firefighters, and health care leaders across Canada and the United States. Gary teaches at the Queen's University Industrial Relations Center and at Osgoode Hall Law School. He is a past president of the ADR Institute of Ontario, has received the McGowan Award of Excellence in Alternative Dispute Resolution from the ADR Institute of Canada, and is a Distinguished Fellow at the International Academy of Mediators.

Table of Contents

Foreword to the Second Edition


Chapter One – Introduction

We All Practice Conflict Resolution Daily

Diagnosis: Finding the Root Causes of Conflict

Theories vs. Models in a Practice Profession

A Wide Range of Conflict Analysis Models

Becoming a Reflective Practitioner


How to Use This Book

Chapter Two – Overview of the Models

Why These Nine Models?

Model #1—The Stairway Model

Model #2—The Triangle of Satisfaction

Model #3—The Circle of Conflict Model

Model #4—The Dynamics of Trust Model

Model #5—The Law of Reciprocity

Model #6—The Loss Aversion Bias

Model #7—The Boundary Model             

Model #8—The Social Style Model          

Model #9 -- Moving Beyond Conflict

Chapter Three – The Conflict Story          

Case Study         

Chapter Four – Model #1: The Stairway (Interests, Rights, Power)

Background of the Stairway Model          

Diagnosis with the Stairway Model          

Case Study: The Stairway Diagnosis

Strategic Direction from the Stairway Model       

Case Study: Stairway Strategic Direction

Assessing and Applying the Stairway Model         

Practitioner’s Worksheet for the Stairway Model              

Additional Case Study—Stairway Model

Chapter Five – Model #2: The Triangle of Satisfaction      

Background of the Triangle Model           

Diagnosis with the Triangle of Satisfaction            

Case Study: Triangle of Satisfaction Diagnosis     

Strategic Direction from the Triangle of Satisfaction         

Case Study: Triangle of Satisfaction Strategic Direction   

Assessing and Applying the Triangle of Satisfaction Model            

Practitioner’s Worksheet for the Triangle of Satisfaction Model  

Additional Case Study—Triangle of Satisfaction  

Chapter Six – Model #3: The Circle of Conflict

Background of the Circle of Conflict Model          

Diagnosis with the Circle of Conflict         

Case Study: Circle of Conflict Diagnosis  

Strategic Direction from the Circle of Conflict      

Case Study: Circle of Conflict Strategic Direction

Assessing and Applying the Circle of Conflict Model         

Practitioner’s Worksheet for the Circle of Conflict Model               

Additional Case Study—Circle of Conflict               

Chapter Seven – Model #4: The Dynamics of Trust            

Background of the Trust Model 

Attribution Theory and Self-Serving Biases

Diagnosis with the Trust Model 

Case Study: Trust Model Diagnosis           

Strategic Direction from the Trust Model              

Case Study: Trust Model Strategic Direction         

Assessing and Applying the Trust Model

Practitioner’s Worksheet for the Trust Model     

Additional Case Study—Trust Model      

Chapter Eight – Model #5: The Law of Reciprocity             

with Cal Furlong

Background of the Natural Laws

The Law of Reciprocity

Diagnosis with the Law of Reciprocity     

Case Study: Reciprocity Diagnosis             

Strategic Direction from the Law of Reciprocity  

Case Study: Reciprocity Strategic Direction           

Assessing and Applying the Law of Reciprocity    

Additional Case Study—Law of Reciprocity           

Chapter Nine – Model #6: The Loss Aversion Bias              

with Cal Furlong

Background of the Loss Aversion Bias     

Diagnosis with the Loss Aversion Bias     

Case Study: Loss Aversion Diagnosis        

Strategic Direction from the Loss Aversion Bias  

Case Study: Loss Aversion Strategic Direction      

Assessing and Applying the Loss Aversion Bias    

Additional Case Study—Loss Aversion   

Chapter Ten – Model #7: The  Boundary Model 

Background of the Boundary Model        

Diagnosis with the Boundary Model        

Case Study: Boundary Model Diagnosis  

Strategic Direction from the Boundary Model     

Case Study: Boundary Model Strategic Direction

Assessing and Applying the Boundary Model      

Practitioner’s Worksheet for the Boundary Model            

Additional Case Study—Boundary Model             

Chapter Eleven – Model #8: The Social Style Model          

Background of the Social Style Model     

Diagnosis with the Social Style Model     

Case Study: Social Style Diagnosis             

Strategic Direction from the Social Style Model  

Case Study: Social Style Strategic Direction           

Assessing and Applying the Social Style Model   

Practitioner’s Worksheet for the Social Style Model         

Additional Case Study -- Social Style Model

Chapter Twelve – Model #9: Moving Beyond the Conflict              

Background of the Moving Beyond Model            

Diagnosis with the Moving Beyond Model            

Case Study: Moving Beyond Diagnosis   

Strategic Direction from the Moving Beyond Model         

Case Study: Moving Beyond Strategic Direction  

Assessing and Applying the Moving Beyond Model          

Practitioner’s Worksheet for the Moving Beyond Model

Additional Case Study—Moving Beyond Model 

Chapter Thirteen – Conclusion  


Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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