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.

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.

Klappentext

PRAISE FOR THE CONFLICT RESOLUTION TOOLBOX

SECOND EDITION

"I have been using and recommending The Conflict Resolution Toolbox since its first edition. It is rare to find a resource with such practical tools in a field that is so concrete, but often struggles to bridge theory and practice. In this increasingly complex world, it is vital to have models to resort to when we reach impasse in conflict. I recommend The Conflict Resolution Toolbox to anyone engaged in resolving conflicts in any discipline."
Martha E. Simmons, JD, LLM, PHD, Academic Director, Winkler Institute of Dispute Resolution and Director, Mediation Clinic and Intensive Program, Toronto, Canada

"We all know one thing about conflict: It is messy! Furlong's models offer mediators, facilitators, lawyers, psychotherapists and others 'a leg up' in more swiftly figuring out what is going on and what is needed. Furlong does not offer up a single 'truth', style or theory, so much as a collection of effective tools that professionals, groups and families can use to better understand what they are experiencing and how they can approach achieving better results. Highly recommended!"
James C. Melamed, JD, CEO, Mediate.com

"Gary Furlong has done it again! A long-time leader in the conflict resolution field, Gary has added two new 'power tools' to what was already the essential conflict resolution toolkit. His new chapters in this Second Edition deal with 'The Law of Reciprocity' and 'Loss Aversion Bias'. I am proud and thankful to add this book to my already growing conflict resolution bookcase, knowing that this is a volume I will go to again and again. I highly recommend it for anyone in the field."
Rick Weiler, Mediator, Arbitrator, Weiler ADR Inc., Ottawa, Canada

"Gary Furlong uniquely provides invaluable, practical tools that help in understanding, preventing, and resolving conflict. This is a must-have reference book for anyone who cares about mitigating the role destructive conflict plays in our professional and personal lives and finding strategic benefit in tools that work. Gary has created a book that is both aspirational and practical. It's so challenging to create simple-to-use tools supported by complex concepts and Gary does this better than anyone."
Joshua A. Gordon, JD, MA, Arbitrator for the Court of Arbitration of Sport, Senior Practitioner at the Sports Conflict Institute, and Woodard Family Foundation Fellow Senior Instructor of Sports Business at the University of Oregon Lundquist College of Business

Inhalt

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

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 Direc…