Managing Conflict Through Communication

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  • Edition: 3rd
  • Format: Paperback
  • Copyright: 2006-02-27
  • Publisher: Pearson
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With a strong theoretical and research base,Managing Conflict Through Communicationprovides the most complete coverage of the study of conflict available on the market. Each chapter builds on the previous to help the reader better understand and deal effectively with conflict. The extensive use of narratives and case studies make the material accessible and interesting. Practical applications of concepts through discussion questions and exercises throughout the book provide a basis for group discussion.

Table of Contents

Understanding and Responding to Conflict
Introduction to the Study of Conflict
Defining Interpersonal Conflict
We Generally View Conflicts Negatively
The Inevitability of Conflict
Defining Conflict Management
Conflict Communication as Productive or Destructive
Types of Conflict
Types of Conflict
Issues in Conflicts
Responding to Conflict: The S-TLC System
The S-TLC System
Stopping: Taking Time Out!
Thinking about the Conflict: Analyzing Conflict Situations
Listening in Conflict Situations
Communicating in Conflict Situations
Communication Options in Conflict Situations
Conflict Communication Options
Communication Considerations: Which Conflict Communication Option Is Best?
Conflict Styles, Strategies, and Tactics
Conflict Styles v. Strategies
Conflict Strategies and Tactics
Collaboration: The Preferred Style
Effectively Confronting Others
Confrontation as a Conflict Communication Skill
The Confrontation Ritual: Six Steps to Successful Interpersonal Conflict Resolution
Doing Conflict Messages
Cooperative Negotiation in Win-Lose Conflicts
Negotiation Basics
Some Research On Tactics and Strategies in Negotiation
Principled Negotiation
Converting Competitive Negotiation into Cooperation
Theoretical Perspectives on Managing Conflicts
Theories of Conflict
Intrapersonal Theories of Conflict
Relationship Theories of Conflict
A Process View of Conflict: Phases, Stages, and Cycles
Phase Theories of Conflict
Patterns and Cycles in Constructive Conflict Processes
Patterns and Cycles in Destructive Conflict Processes
Conflict Climate: Power, Distrust, and Defensiveness
Power Imbalance vs. Equality
Distrust vs. Trust
Supportive Behavior vs. Defensive Behavior
The Escalation of Conflict: Stress and Anger
Stress and the Escalation of Conflict
The Process of Anger
Impression Management in Conflict Situations
Understanding the Demands of Face
Preventive Facework
Supportive Facework
Corrective Facework
After the Conflict: Forgiveness and Reconciliation
Relational Transgressions
The Role of Forgiveness and Reconciliation in Conflicts
Dimensions of Forgiveness
Past Forgiveness: Reconciliation
Mediation as Third Party Intervention in Everyday Conflicts
Alternatives to Dispute Resolution
Formal vs
Informal Mediation
The Role of Mediator
Mediators as Communication Rules Enforcers
The Mediation Process: Step-by-Step
Afterward: The Ideal Conflict Manager
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