Table of Contents
Acknowlegments 9
Introduction 11
1 Understandin Conflict 13
Defining Conflict 15
Reframing Conflict 15
Conflict as Opportunity 21
2 Assessing Conflict 24
Understanding the Conflict 27
Influencers to Conflict 30
Stressors to Conflict 33
3 Framing Conflict 35
Motivational Forces 37
Strengths Perspective 39
Systems Thinking 40
4 Managing Conflict 45
Handling Conflict 46
Preparation for Conflict 49
Managing the Conflict 52
Conflict Management Model 54
5 Managing Conflict with Complacency 55
The Use of Complacency 58
Complacency Is Not a Cop-Out 61
When to Be Complacent 62
The Perils of Not Choosing Complacency 66
6 Managing Conflict with Confrontation 69
The Use of Confrontation 70
Confrontation Is an Intentional Choice 77
7 Managing Conflict with Communication 81
The Use of Communication 85
Principles of Communication 88
8 Managing Conflict with Coordiantion 93
The Use of Coordination 96
Truths about Coordination 100
9 Managing Conflict with Cooperation 104
The Use of Cooperation 106
Components of Cooperation 109
10 Managing Conflict with Collaboration 115
Components of Collaboration 120
Truths about Collaboration 123
11 Choosing a Technique 128
Deciding to Engage 130
Knowing Oneself 134
12 When to Negotiate 137
Guiding Principles 143
When the Conflict Cannot Be Resolved 144
13 A Leader's Example 151
The Example of the Leader 153
Criteria for a Leader's Actions 155
Preserving Relationships 159
14 Maintaining Unity 164
Striving for Unity 167
Fostering Restoration 170
About the Author 172
Notes 173