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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.
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.
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.
Foreword to the Second Edition
Acknowledgements
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
Summary
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
Index
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