The Conflict Resolution Toolbox: Models and Maps for Analyzing, Diagnosing, and Resolving Conflict / Edition 1

by Gary T. Furlong

Overview

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.

Product Details

ISBN-13:	9780470835173
Publisher:	Wiley
Publication date:	02/25/2005
Edition description:	Older Edition
Pages:	272
Product dimensions:	6.00(w) x 8.80(h) x 1.00(d)

About the Author

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. He 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.

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Table of Contents

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 #1—The Circle of Conflict 21

Model #2—The Triangle of Satisfaction 21

Model #3—The Boundary Model 22

Model #4—The Interests/Rights/Power Model 22

Model #5—The Dynamics of Trust 23

Model #6—The Dimensions Model 23

Model #7—The Social Styles Model 24

Model #8—Moving 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 Study—Circle 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 and Applying the Triangle of Satisfaction Model 75

Practitioner’s Worksheet for the Triangle of Satisfaction Model 77

Additional Case Study—Triangle of Satisfaction 79

Chapter Six – Model #3: The Boundary Model 89

Background of the Boundary Model 89

Diagnosis with the Boundary Model 89

Case Study: Boundary Model Diagnosis 94

Strategic Direction from the Boundary Model 96

Case Study: Boundary Model Strategic Direction 98

Assessing and Applying the Boundary Model 100

Practitioner’s Worksheet for the Boundary Model 100

Additional Case Study—Boundary Model 103

Chapter Seven – Model #4: Interests, Rights, and Power 109

Background of the Interest/Rights/Power Model 109

Case Study: I/R/P Diagnosis 115

Strategic Direction from the I/R/P Model 116

Case Study: I/R/P Strategic Direction 118

Assessing and Applying the I/R/P Model 119

Practitioner’s Worksheet for the I/R/P Model 120

Additional Case Study—I/R/P Model 122

Chapter Eight – Model #5: The Dynamics of Trust 127

Background of the Trust Model 127

Diagnosis with the Trust Model 132

Case Study—Trust Model Diagnosis 138

Strategic Direction from the Trust Model 142

Case Study: Trust Model Strategic Direction 150

Assessing and Applying the Trust Model 155

Practitioner’s Worksheet for the Trust Model 156

Additional Case Study—Trust Model 158

Chapter Nine – Model #6: The Dimensions of Conflict 167

Background of the Dimensions Model 167

Diagnosis with the Dimensions Model 167

Case Study: Dimensions Model Diagnosis 172

Strategic Direction from the Dimensions Model 174

Case Study: Dimensions Model Strategic Direction 178

Assessing and Applying the Dimensions Model 182

Practitioner’s Worksheet for the Dimensions Model 183

Additional Case Study—Dimensions Model 185

Chapter Ten – Model #7: The Social Style Model 191

Background of the Social Style Model 191

Diagnosis with the Social Style Model 193

Case Study: Social Style Diagnosis 198

Strategic Direction from the Social Style Model 200

Case Study: Social Style Strategic Direction 208

Assessing and Applying the Social Style Model 209

Practitioner’s Worksheet for the Social Style Model 210

Additional Case Study: Social Style Model 213

Chapter Eleven – Model #8: Moving Beyond the Conflict 217

Background of the Moving Beyond Model 217

Diagnosis with the Moving Beyond Model 219

Stage One: Denial 220

Stage Two: Anger 221

Stage Three: Acceptance 222

Case Study: Moving Beyond Diagnosis 224

Strategic Direction from the Moving Beyond Model 229

Case Study: Strategic Direction with the Moving Beyond Model 235

Assessing and Applying the Moving Beyond Model 242

Practitioner’s Worksheet for the Moving Beyond Model 243

Additional Case Study—Circle of Conflict 244

Moving Beyond Model Diagnosis and Worksheet: The Workplace Assault Case 245

Moving Beyond Model Strategic Direction: The Workplace Assault Case 247

Chapter Twelve – Conclusion 249

Index 253