In real-life conflict resolution situations, one size does not fit
all. Just as a mechanic does not fix every car with the same tool,
the conflict resolution practitioner cannot hope to resolve every
dispute using the same technique.

Practitioners need to be comfortable with a wide variety of
tools to diagnose different problems, in vastly different
circumstances, with different people, and resolve these conflicts
effectively. The Conflict Resolution Toolbox gives you all
the tools you need: eight different models for dealing with the
many conflict situations you encounter in your practice.

This book bridges the gap between theory and practice and goes
beyond just one single model to present a complete toolbox - a
range of models that can be used to analyze, diagnose, and resolve
conflict in any situation. It shows mediators, negotiators,
managers, and anyone needing to resolve conflict how to simply and
effectively understand and assess the situations of conflict they
face. And it goes a step further, offering specific, practical
guidance on how to intervene to resolve the conflict
successfully.

Each model provides a different and potentially useful angle on
the problem, and includes worksheets and a step-by-step process to
guide the reader in applying the tools.

* Offers eight models to help you understand the root causes of
any conflict.

* Explains each model's focus, what kind of situations it can be
useful in and, most importantly, what interventions are likely to
help.

* Provides you with clear direction on what specific actions to
choose to resolve a particular type of conflict effectively.

* Features a detailed case study throughout the book, to which
each model is applied.

* Additional examples and case studies unique to each chapter
give the reader a further chance to see the models in action.

* Includes practical tools and worksheets that you can use in
working with these models in your practice.

The Conflict Resolution Toolbox equips any practitioner to
resolve a wide range of conflicts. Mediators, negotiators, lawyers,
managers and supervisors, insurance adjusters, social workers,
human resource and labour relations specialists, and others will
have all the tools they need for successful conflict resolution.

Gary Furlong is a mediator, trainer, facilitator, and consultant with Agree Dispute Resolution. As a mediator, he handles files ranging from organizational and family disputes to complex commercial and construction matters. As well as mediating, Gary delivers consulting, facilitating, and coaching services in dispute resolution, partnering, organizational change, conflict management, and other areas.
He is a frequent presenter and speaker to various organizations and associations on the topics of alternative dispute resolution and conflict management. As a trainer, Gary teaches conflict management, negotiation, and mediation skills in the private sector and at numerous educational institutions, such as York University, the University of Toronto, the Queen's University Industrial Relations Centre, and the Peace and Conflict Studies Program at Conrad Grebel College.
Gary is Past President of the ADR Institute of Ontario, is a Fellow with the International Academy of Mediators, and holds the Chartered Mediator (C.Med) designation along with a Master of Laws in ADR from Osgoode Hall Law School. Gary was awarded the McGowan Award of Excellence in ADR in 2005, and is a principal with Agree Dispute Resolution in Toronto, Canada.

Practitioners need to be comfortable with a wide variety of tools to diagnose different problems, in vastly different circumstances, with different people, and resolve these conflicts effectively. The Conflict Resolution Toolbox gives you all the tools you need: eight different models for dealing with the many conflict situations you encounter in your practice.

This book bridges the gap between theory and practice and goes beyond just one single model to present a complete toolbox - a range of models that can be used to analyze, diagnose, and resolve conflict in any situation. It shows mediators, negotiators, managers, and anyone needing to resolve conflict how to simply and effectively understand and assess the situations of conflict they face. And it goes a step further, offering specific, practical guidance on how to intervene to resolve the conflict successfully.

Each model provides a different and potentially useful angle on the problem, and includes worksheets and a step-by-step process to guide the reader in applying the tools.

• Offers eight models to help you understand the root causes of any conflict.
• Explains each model's focus, what kind of situations it can be useful in and, most importantly, what interventions are likely to help.
• Provides you with clear direction on what specific actions to choose to resolve a particular type of conflict effectively.
• Features a detailed case study throughout the book, to which each model is applied.
• Additional examples and case studies unique to each chapter give the reader a further chance to see the models in action.
• Includes practical tools and worksheets that you can use in working with these models in your practice.

Foreword xii

Acknowledgements xv

Chapter One Introduction 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 11

Becoming a Reflective Practitioner 13

Summary 15

How to Use this Book 17

Chapter Two Overview of the Models 19

Why These Eight Models? 19

Model #1The Circle of Conflict 21

Model #2The Triangle of Satisfaction 21

Model #3The Boundary Model 22

Model #4The Interests/Rights/Power Model 22

Model #5The Dynamics of Trust 23

Model #6The Dimensions Model 23

Model #7The Social Styles Model 24

Model #8Moving Beyond Conflict 24

Chapter Three The Conflict Story 25

Case Study 25

Chapter Four Model #1: The Circle of Conflict 29

Background of the Circle of Conflict Model 29

Diagnosis with the Circle of Conflict 30

Case Study: Circle of Conflict Diagnosis 35

Strategic Direction from the Circle of Conflict 38

Case Study: Circle of Conflict Strategic Direction 40

Assessing and Applying the Circle of Conflict Model 44

Practitioner's Worksheet for the Circle of Conflict Model 46

Additional Case StudyCircle of Conflict 50

Circle of Conflict Worksheet: The Spanish Estate 54

Chapter Five Model #2: The Triangle of Satisfaction 61

Background of the Triangle Model 61

Diagnosis with the Triangle of Satisfaction 61

Case Study: Triangle of Satisfaction Diagnosis 64

Strategic Direction from the Triangle of Satisfaction 68

Case Study: Triangle of Satisfaction Strategic Direction 72

Assessing …