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.…mehr
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. 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. Updated with new chapters (based on reader and colleague feedback), a new foreword, and a new introduction, the remaining chapters will also be updated as needed to be more 'current' (updated examples, stories, case studies, etc.).
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.
Inhaltsangabe
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 129 with 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 143 with Cal Furlong
