Cover image for The Conflict Resolution Toolbox, 2nd Edition

The Conflict Resolution Toolbox, 2nd Edition

Author Gary T. Furlong , Christopher W. Moore
Release Date: 2020/09/01
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Book Description

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

Table of Contents

  1. COVER
  2. FOREWORD
  3. ACKNOWLEDGMENTS
  4. CHAPTER ONE: INTRODUCTION TO THE SECOND EDITION
    1. WE ALL PRACTICE CONFLICT RESOLUTION DAILY
    2. DIAGNOSIS: FINDING THE ROOT CAUSES OF CONFLICT
    3. THEORIES VS. MODELS IN A PRACTICE PROFESSION
    4. A WIDE RANGE OF CONFLICT ANALYSIS MODELS
    5. BECOMING A REFLECTIVE PRACTITIONER
    6. SUMMARY
    7. HOW TO USE THIS BOOK
    8. NOTES
  5. CHAPTER TWO: OVERVIEW OF THE MODELS
    1. WHY THESE NINE MODELS?
    2. MODEL #1—THE STAIRWAY (INTERESTS/RIGHTS/POWER) MODEL
    3. MODEL #2—THE TRIANGLE OF SATISFACTION
    4. MODEL #3—THE CIRCLE OF CONFLICT
    5. MODEL #4—THE DYNAMICS OF TRUST
    6. MODEL #5—THE LAW OF RECIPROCITY
    7. MODEL #6—THE LOSS AVERSION BIAS
    8. MODEL #7—THE BOUNDARY MODEL
    9. MODEL #8—THE SOCIAL STYLES MODEL
    10. MODEL #9—MOVING BEYOND CONFLICT
    11. NOTES
  6. CHAPTER THREE: THE CONFLICT STORY: A CASE STUDY
    1. A CASE STUDY
  7. CHAPTER FOUR: MODEL #1: THE STAIRWAY(INTERESTS/RIGHTS/POWER)
    1. BACKGROUND OF THE STAIRWAY MODEL
    2. DIAGNOSIS WITH THE STAIRWAY MODEL
    3. CASE STUDY: THE STAIRWAY DIAGNOSIS
    4. STRATEGIC DIRECTION FROM THE STAIRWAY MODEL
    5. CASE STUDY: STAIRWAY STRATEGIC DIRECTION
    6. ASSESSING AND APPLYING THE STAIRWAY MODEL
    7. PRACTITIONER'S WORKSHEET FOR THE STAIRWAY MODEL
    8. ADDITIONAL CASE STUDY—STAIRWAY MODEL
    9. NOTES
  8. CHAPTER FIVE: MODEL #2: THE TRIANGLE OF SATISFACTION
    1. BACKGROUND OF THE TRIANGLE MODEL
    2. DIAGNOSIS WITH THE TRIANGLE OF SATISFACTION
    3. CASE STUDY: TRIANGLE OF SATISFACTION DIAGNOSIS
    4. STRATEGIC DIRECTION FROM THE TRIANGLE OF SATISFACTION
    5. CASE STUDY: TRIANGLE OF SATISFACTION STRATEGIC DIRECTION
    6. ASSESSING AND APPLYING THE TRIANGLE OF SATISFACTION MODEL
    7. PRACTITIONER'S WORKSHEET FOR THE TRIANGLE OF SATISFACTION MODEL
    8. ADDITIONAL CASE STUDY: TRIANGLE OF SATISFACTION
    9. NOTES
  9. CHAPTER SIX: MODEL #3: THE CIRCLE OF CONFLICT
    1. BACKGROUND OF THE CIRCLE OF CONFLICT MODEL
    2. DIAGNOSIS WITH THE CIRCLE OF CONFLICT
    3. CASE STUDY: CIRCLE OF CONFLICT DIAGNOSIS
    4. STRATEGIC DIRECTION FROM THE CIRCLE OF CONFLICT
    5. CASE STUDY: CIRCLE OF CONFLICT STRATEGIC DIRECTION
    6. ASSESSING AND APPLYING THE CIRCLE OF CONFLICT MODEL
    7. PRACTITIONER'S WORKSHEET FOR THE CIRCLE OF CONFLICT MODEL
    8. ADDITIONAL CASE STUDY—CIRCLE OF CONFLICT
    9. NOTES
  10. CHAPTER SEVEN: MODEL #4: THE DYNAMICS OF TRUST
    1. BACKGROUND OF THE TRUST MODEL
    2. DIAGNOSIS WITH THE TRUST MODEL
    3. CASE STUDY: TRUST MODEL DIAGNOSIS
    4. STRATEGIC DIRECTION FROM THE TRUST MODEL
    5. CASE STUDY: TRUST MODEL STRATEGIC DIRECTION
    6. ASSESSING AND APPLYING THE TRUST MODEL
    7. PRACTITIONER'S WORKSHEET FOR THE TRUST MODEL
    8. ADDITIONAL CASE STUDY: TRUST MODEL
    9. NOTES
  11. CHAPTER EIGHT: MODEL #5: THE LAW OF RECIPROCITY
    1. BACKGROUND OF THE NATURAL LAWS
    2. THE LAW OF RECIPROCITY
    3. DIAGNOSIS WITH THE LAW OF RECIPROCITY
    4. CASE STUDY: RECIPROCITY DIAGNOSIS
    5. STRATEGIC DIRECTION FROM THE LAW OF RECIPROCITY
    6. CASE STUDY: RECIPROCITY STRATEGIC DIRECTION
    7. ASSESSING AND APPLYING THE LAW OF RECIPROCITY
    8. ADDITIONAL CASE STUDY—LAW OF RECIPROCITY
    9. NOTES
  12. CHAPTER NINE: MODEL #6: THE LOSS AVERSION BIAS
    1. BACKGROUND OF THE LOSS AVERSION BIAS
    2. DIAGNOSIS WITH THE LOSS AVERSION BIAS
    3. CASE STUDY: LOSS AVERSION DIAGNOSIS
    4. STRATEGIC DIRECTION FROM THE LOSS AVERSION BIAS
    5. CASE STUDY: LOSS AVERSION STRATEGIC DIRECTION
    6. ASSESSING AND APPLYING THE LOSS AVERSION BIAS
    7. ADDITIONAL CASE STUDY—LOSS AVERSION
    8. NOTES
  13. CHAPTER TEN: MODEL #7: THE BOUNDARY MODEL
    1. BACKGROUND OF THE BOUNDARY MODEL
    2. DIAGNOSIS WITH THE BOUNDARY MODEL
    3. CASE STUDY: BOUNDARY MODEL DIAGNOSIS
    4. STRATEGIC DIRECTION FROM THE BOUNDARY MODEL
    5. CASE STUDY: BOUNDARY MODEL STRATEGIC DIRECTION
    6. ASSESSING AND APPLYING THE BOUNDARY MODEL
    7. PRACTITIONER'S WORKSHEET FOR THE BOUNDARY MODEL
    8. ADDITIONAL CASE STUDY: BOUNDARY MODEL
    9. NOTES
  14. CHAPTER ELEVEN: MODEL #8: THE SOCIAL STYLE MODEL
    1. BACKGROUND OF THE SOCIAL STYLE MODEL
    2. DIAGNOSIS WITH THE SOCIAL STYLE MODEL
    3. CASE STUDY: SOCIAL STYLE DIAGNOSIS
    4. STRATEGIC DIRECTION FROM THE SOCIAL STYLE MODEL
    5. CASE STUDY: SOCIAL STYLE STRATEGIC DIRECTION
    6. ASSESSING AND APPLYING THE SOCIAL STYLE MODEL
    7. PRACTITIONER'S WORKSHEET FOR THE SOCIAL STYLE MODEL
    8. ADDITIONAL CASE STUDY: SOCIAL STYLE MODEL
    9. NOTES
  15. CHAPTER TWELVE: MODEL #9: MOVING BEYOND THE CONFLICT
    1. BACKGROUND OF THE MOVING BEYOND MODEL
    2. DIAGNOSIS WITH THE MOVING BEYOND MODEL
    3. CASE STUDY: MOVING BEYOND DIAGNOSIS
    4. STRATEGIC DIRECTION FROM THE MOVING BEYOND MODEL
    5. CASE STUDY: STRATEGIC DIRECTION WITH THE MOVING BEYOND MODEL
    6. ASSESSING AND APPLYING THE MOVING BEYOND MODEL
    7. PRACTITIONER'S WORKSHEET FOR THE MOVING BEYOND MODEL
    8. ADDITIONAL CASE STUDY—MOVING BEYOND MODEL
    9. NOTES
  16. CHAPTER THIRTEEN: CONCLUSION
    1. NOTES
  17. INDEX
  18. END USER LICENSE AGREEMENT
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