The Conflict Resolution Toolbox

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.).

Auteur

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.

Contenu

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*

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