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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 xiii
Acknowledgments xvii
Chapter One - Introduction to the Second Edition 1
We All Practice Conflict Resolution Daily 3
Diagnosis: Finding the Root Causes of Conflict 4
Theories vs. Models in a Practice Profession 6
A Wide Range of Conflict Analysis Models 9
Becoming a Reflective Practitioner 11
Summary 13
How to Use This Book 14
Chapter Two - Overview of the Models 17
Why These Nine Models? 17
Model #1-The Stairway (Interests/Rights/Power) Model 18
Model #2-The Triangle of Satisfaction 18
Model #3-The Circle of Conflict 19
Model #4-The Dynamics of Trust 19
Model #5-The Law of Reciprocity 20
Model #6-The Loss Aversion Bias 20
Model #7-The Boundary Model 21
Model #8-The Social Styles Model 22
Model #9-Moving Beyond Conflict 22
Chapter Three - The Conflict Story: A Case Study 23
A Case Study 23
Chapter Four - Model #1: The Stairway (Interests/Rights/Power) 27
Background of the Stairway Model 27
Diagnosis with the Stairway Model 27
Case Study: The Stairway Diagnosis 32
Strategic Direction from the Stairway Model 33
Case Study: Stairway Strategic Direction 35
Assessing and Applying the Stairway Model 36
Practitioner's Worksheet for the Stairway Model 37
Additional Case Study-Stairway Model 38
Chapter Five - Model #2: The Triangle of Satisfaction 43
Background of the Triangle Model 43
Diagnosis with the Triangle of Satisfaction 43
Case Study: Triangle of Satisfaction Diagnosis 45
Strategic Direction from the Triangle of Satisfaction 49
Case Study: Triangle of Satisfaction Strategic Direction 52
Assessing and Applying the Triangle of Satisfaction Model 55
Practitioner's Worksheet for the Triangle of Satisfaction Model 57
Additional Case Study: Triangle of Satisfaction 59
Chapter Six - Model #3: The Circle of Conflict 67
Background of the Circle of Conflict Model 67
Diagnosis with the Circle of Conflict 67
Case Study: Circle of Conflict Diagnosis 72
Strategic Direction from the Circle of Conflict 75
Case Study: Circle of Conflict Strategic Direction 76
Assessing and Applying the Circle of Conflict Model 79
Practitioner's Worksheet for the Circle of Conflict Model 81
Additional Case Study-Circle of Conflict 85
Chapter Seven - Model #4: The Dynamics of Trust 95
Background of the Trust Model 95
Diagnosis with the Trust Model 99
Case Study: Trust Model Diagnosis 104
Strategic Direction from the Trust Model 107
Case Study: Trust Model Strategic Direction 115
Assessing and Applying the Trust Model 118
Practitioner's Worksheet for the Trust Model 119
Additional Case Study: Trust Model 120
Chapter Eight - Model #5: The Law of Reciprocity 129with Cal Furlong
Background of the Natural Laws 129
The Law of Reciprocity 130
Diagnosis with the Law of Reciprocity 134
Case Study: Reciprocity Diagnosis 136
Strategic Direction from the Law of Reciprocity 137
Case Study: Reciprocity Strategic Direction 139
Assessing and Applying the Law of Reciprocity 140
Additional Case Study-Law of Reciprocity 141
Chapter Nine - Model #6: The Loss Aversion Bias 143with Cal Furlong
Background of the Loss Aversion Bias 143
Diagnosis with the Loss Aversion Bias 146
Case Study: Loss Aversion Diagnosis 148
Strategic Direction from the Loss Aversion Bias 150
Case Study: Loss Aversion Strategic Direction 156
Assessing and Applying the Loss Aversion Bias 157
Additional Case Study-Loss Aversion 157
Chapter Ten - Model #7: The Boundary Model 161
Background of the Boundary Model 161
Diagnosis with the Boundary Model 161
Case Study: Boundary Model Diagnosis 165
Strategic Direction from the Boundary Model 167
Case Study: Boundary Model Strategic Direction 168
Assessing and Applying the Boundary Model 170
Practitioner's Worksheet for the Boundary Model 170
Additional Case Study: Boundary Model 172
Chapter Eleven - Model #8: The Social Style Model 179
Background of the Social Style Model 179
Diagnosis with the Social Style Model 181
Case Study: Social Style Diagnosis 185
Strategic Direction from the Social Style Model 187
Case Study: Social Style Strategic Direction 193
Assessing and Applying the Social Style Model 194
Practitioner's Worksheet for the Social Style Model 195
Additional Case Study: Social Style Model 197
Chapter Twelve - Model #9: Moving Beyond the Conflict 203
Background of the Moving Beyond Model 203
Diagnosis with the Moving Beyond Model 205
Case Study: Moving Beyond Diagnosis 209
Strategic Direction from the Moving Beyond Model 213
Case Study: Strategic Direction with the Moving Beyond Model 218
Assessing and Applying the Moving Beyond Model 225
Practitioner's Worksheet for the Moving Beyond Model 225
Additional Case Study-Moving Beyond Model 226
Chapter Thirteen - Conclusion 231
Index 233
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