The Conflict Resolution Toolbox E-Book

Gary T. Furlong

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 325

Veröffentlichungsjahr: 2010

Beschreibung

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.

Leseprobe

TABLE OF CONTENTS

COPYRIGHT

FOREWORD

ACKNOWLEDGEMENTS

CHAPTER ONE INTRODUCTION

WE ALL “PRACTICE” CONFLICT RESOLUTION DAILY

DIAGNOSIS: FINDING THE ROOT CAUSES OF CONFLICT

THEORIES VS. MODELS IN A PRACTICE PROFESSION

A WIDE RANGE OF CONFLICT ANALYSIS MODELS

BECOMING A REFLECTIVE PRACTITIONER

SUMMARY

HOW TO USE THIS BOOK

CHAPTER TWO OVERVIEW OF THE MODELS

WHY THESE EIGHT MODELS?

MODEL #1—THE CIRCLE OF CONFLICT

MODEL #2—THE TRIANGLE OF SATISFACTION

MODEL #3—THE BOUNDARY MODEL

MODEL #4—INTERESTS/RIGHTS/POWER MODEL

MODEL #5—THE DYNAMICS OF TRUST

MODEL #6—THE DIMENSIONS MODEL

MODEL #7—THE SOCIAL STYLES MODEL

MODEL #8—MOVING BEYOND CONFLICT

CHAPTER THREE THE CONFLICT STORY: A CASE STUDY

CASE STUDY

CHAPTER FOUR MODEL #1: THE CIRCLE OF CONFLICT

BACKGROUND OF THE CIRCLE OF CONFLICT MODEL

DIAGNOSIS WITH THE CIRCLE OF CONFLICT

CASE STUDY: CIRCLE OF CONFLICT DIAGNOSIS

STRATEGIC DIRECTION FROM THE CIRCLE OF CONFLICT

CASE STUDY: CIRCLE OF CONFLICT STRATEGIC DIRECTION

ASSESSING AND APPLYING THE CIRCLE OF CONFLICT MODEL

PRACTITIONER’S WORKSHEET FOR THE CIRCLE OF CONFLICT MODEL

ADDITIONAL CASE STUDY—CIRCLE OF CONFLICT

CIRCLE OF CONFLICT WORKSHEET: THE SPANISH ESTATE

CHAPTER FIVE MODEL #2: THE TRIANGLE OF SATISFACTION

BACKGROUND OF THE TRIANGLE MODEL

DIAGNOSIS WITH THE TRIANGLE OF SATISFACTION

CASE STUDY: TRIANGLE OF SATISFACTION DIAGNOSIS

STRATEGIC DIRECTION FROM THE TRIANGLE OF SATISFACTION

CASE STUDY: TRIANGLE OF SATISFACTION STRATEGIC DIRECTION

ASSESSING AND APPLYING THE TRIANGLE OF SATISFACTION MODEL

PRACTITIONER’S WORKSHEET FOR THE TRIANGLE OF SATISFACTION MODEL

ADDITIONAL CASE STUDY: TRIANGLE OF SATISFACTION

EPILOGUE OF THE CASE STUDY

CHAPTER SIX MODEL #3: THE BOUNDARY MODEL

BACKGROUND OF THE BOUNDARY MODEL

DIAGNOSIS WITH THE BOUNDARY MODEL

CASE STUDY: BOUNDARY MODEL DIAGNOSIS

STRATEGIC DIRECTION FROM THE BOUNDARY MODEL

CASE STUDY: BOUNDARY MODEL STRATEGIC DIRECTION

ASSESSING AND APPLYING THE BOUNDARY MODEL

PRACTITIONER’S WORKSHEET FOR THE BOUNDARY MODEL

ADDITIONAL CASE STUDY: BOUNDARY MODEL

CHAPTER SEVEN MODEL #4: INTERESTS, RIGHTS, AND POWER

BACKGROUND OF THE INTERESTS/RIGHTS/POWER MODEL

CASE STUDY: I/R/P DIAGNOSIS

STRATEGIC DIRECTION FROM THE I/R/P MODEL

CASE STUDY: I/R/P STRATEGIC DIRECTION

ASSESSING AND APPLYING THE I/R/P MODEL

PRACTITIONER’S WORKSHEET FOR THE I/R/P MODEL

ADDITIONAL CASE STUDY - I/R/P MODEL

CHAPTER EIGHT MODEL #5: THE DYNAMICS OF TRUST

BACKGROUND OF THE TRUST MODEL

DIAGNOSIS WITH THE TRUST MODEL

CASE STUDY: TRUST MODEL DIAGNOSIS

STRATEGIC DIRECTION FROM THE TRUST MODEL

CASE STUDY: TRUST MODEL STRATEGIC DIRECTION

ASSESSING AND APPLYING THE TRUST MODEL

PRACTITIONER’S WORKSHEET FOR THE TRUST MODEL

ADDITIONAL CASE STUDY: TRUST MODEL

CHAPTER NINE MODEL #6: THE DIMENSIONS OF CONFLICT

BACKGROUND OF THE DIMENSIONS MODEL

DIAGNOSIS WITH THE DIMENSIONS MODEL

CASE STUDY: DIMENSIONS MODEL DIAGNOSIS

STRATEGIC DIRECTION FROM THE DIMENSIONS MODEL

CASE STUDY: DIMENSIONS MODEL STRATEGIC DIRECTION

ASSESSING AND APPLYING THE DIMENSIONS MODEL

PRACTITIONER’S WORKSHEET FOR THE DIMENSIONS MODEL

ADDITIONAL CASE STUDY: DIMENSIONS MODEL

CHAPTER TEN MODEL #7: THE SOCIAL STYLE MODEL

BACKGROUND OF THE SOCIAL STYLE MODEL

DIAGNOSIS WITH THE SOCIAL STYLE MODEL

CASE STUDY: SOCIAL STYLE DIAGNOSIS

STRATEGIC DIRECTION FROM THE SOCIAL STYLE MODEL

CASE STUDY: SOCIAL STYLE STRATEGIC DIRECTION

ASSESSING AND APPLYING THE SOCIAL STYLE MODEL

PRACTITIONER’S WORKSHEET FOR THE SOCIAL STYLE MODEL

ADDITIONAL CASE STUDY: SOCIAL STYLE MODEL

CHAPTER ELEVEN MODEL #8: MOVING BEYOND THE CONFLICT

BACKGROUND OF THE MOVING BEYOND MODEL

DIAGNOSIS WITH THE MOVING BEYOND MODEL

STAGE ONE: DENIAL

STAGE TWO: ANGER

STAGE THREE: ACCEPTANCE

CASE STUDY: MOVING BEYOND DIAGNOSIS

STRATEGIC DIRECTION FROM THE MOVING BEYOND MODEL

CASE STUDY: STRATEGIC DIRECTION WITH THE MOVING BEYOND MODEL

ASSESSING AND APPLYING THE MOVING BEYOND MODEL

PRACTITIONER’S WORKSHEET FOR THE MOVING BEYOND MODEL

ADDITIONAL CASE STUDY—CIRCLE OF CONFLICT

MOVING BEYOND MODEL DIAGNOSIS AND WORKSHEET: THE WORKPLACE ASSAULT CASE

MOVING BEYOND MODEL STRATEGIC DIRECTION: THE WORKPLACE ASSAULT CASE

CHAPTER TWELVE CONCLUSION

INDEX

List of Illustrations

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Guide

Cover

Table of Contents

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More Praise forThe Conflict Resolution Toolbox

“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, J.D., CEO, Mediate.com

“A craftsperson is only as good as the tools they use. In this important new book, Gary Furlong provides the essential conflict resolution toolkit, offering a practical selection of specialized tools that will be useful to all conflict resolution craftspeople—novice and veteran alike.”

Richard J. Weiler, LL.B., Chartered Mediator,Fellow, International Academy of Mediators

“Gary has a remarkable ability to help fellow practitioners and clients alike achieve breakthroughs one wouldn’t think possible. Anyone interested in constructively challenging their own thinking will find this toolbox practical and invaluable. His unique insights and strategies are powerful and truly distinguish him as a leading practitioner.”

Leah Borsa, National Alternative Dispute Resolution Advisor, Parks Canada Agency

“In this well-written book, Gary Furlong provides eight practical and highly original models for analyzing and resolving conflict. Furlong’s ingenious transformation of several important theories from psychology, sociology and other fields into models and worksheets, plus his illustration of how these models can be used with some highly emotional interpersonal clashes, give managers fresh ways to think about resolving common workplace conflicts. There is a model to fit various individual conflict resolution preferences and various types of quarrels. Don’t miss this important new book—a must have for every manager’s reference library!”

Dr. Carol A. Beatty, Director, Industrial Relations Centre;Associate Professor, School of Business, Queen’s University

“This incisive book will help mediators and others working with human conflicts experience the way that different lenses reveal vastly different views. This book will help our teaching, practicing, and thinking, and ultimately assist us in the complex and essential work of seeing things through multiple lenses.”

Michelle LeBaron, Professor of Law and Director, UBC Program on Dispute Resolution

“This book’s strength is in taking some central conflict resolution ideas from others and organizing them into a system of analysis in one handy source. The way analytical tools are presented, their practical usefulness and the depth at which Gary reviews them is new and helpful for practitioners, giving them a jumpstart in learning and growing.”

Gordon Sloan, Partner, ADR Education, Victoria, BC