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

Praise for The Conflict Resolution Toolbox
"With this marvelously engaging handbook, Gary Furlong guides us on the path to continuous improvement in how we diagnose and resolve conflict. Furlong’s toolbox is practical, clear and informative. Using an easy style and highly relevant case studies, Gary describes eight important models that we can use to help us diagnose and resolve conflicts. Keep this one in your briefcase—don’t leave home without it."
Jennifer Lynch, Q.C., Conflict Management Systems Designer, and Board of Directors, Association for Conflict Resolution
 
"The Conflict Resolution Toolbox is a book I wish I had when I was a novice mediator! The concepts and theories that took me years to uncover are now elegantly distilled into eight conflict resolution models presented in one user–friendly handbook. Furlong’s approach can help practitioners better analyze and resolve even the most intractable conflicts. I highly recommend this resource to all my colleagues—experienced and novice alike!"
John S. Barkat, Ph.D., Ombudsman, Pace University; Former President, The Ombudsman Association; and Founder, Collaboration at Work
 
"Gary Furlong joins theory to practice in a manner that provides even experienced practitioners with useful guidance on best practices. His emphasis on rational and creative diagnosis leading to effective action should be pasted in the front of ADR daybooks as a reminder of the fundamentals. I hope this is just volume one in the series."
David McCutcheon, President, ADR Institute of Canada
 
"Mediation teachers across the globe will enrich their classrooms by incorporating Furlong’s essential analysis, and practical applications. We have built an entire course around this conflict analysis model, and students come back to this material throughout their careers."
Elaine Newman, Arbitrator and Mediator, Aca demic Coordinator, Dispute Resolution Programs, Atkinson Faculty, York University
 
"Gary Furlong’s eight models on conflict and dispute resolution offer one of the most comprehensive and thoughtful analyses of the sources of conflict, how it can be effectively managed and, should disputes arise, how they are best resolved. Keep this toolbox close at hand. You will use it often!"
D. Paul Emond, Professor of Law & Director, Part–Time LL.M. in Dispute Resolution, Osgoode Hall Law School

Spis treści:
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—The 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.
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 Tria ngle 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.
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 Interest/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.
Assessi ng 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.

Nota biograficzna:
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, negotiatio