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

by Gary T. Furlong, Christopher W. Moore (Foreword by)

Overview

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

Product Details

ISBN-13:	9781119717607
Publisher:	Wiley
Publication date:	08/25/2020
Sold by:	JOHN WILEY & SONS
Format:	eBook
Pages:	256
File size:	3 MB

About the Author

GARY T. FURLONG, C. MED., LL.M (ADR), is a partner at Agree Dispute Resolution where he specializes in mediation, negotiation, and conflict resolution. He has mediated construction, insurance, employment, and labor disputes for over 25 years, and has trained judges, lawyers, police officers, firefighters, and health care leaders across Canada and the United States. Gary teaches at the Queen's University Industrial Relations Center and at Osgoode Hall Law School. He is a past president of the ADR Institute of Ontario, has received the McGowan Award of Excellence in Alternative Dispute Resolution from the ADR Institute of Canada, and is a Distinguished Fellow at the International Academy of Mediators.

Read an Excerpt

Click to read or download

Table of Contents

Foreword to the Second Edition

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 Nine Models?

Model #1—The Stairway Model

Model #2—The Triangle of Satisfaction

Model #3—The Circle of Conflict Model

Model #4—The Dynamics of Trust Model

Model #5—The Law of Reciprocity

Model #6—The Loss Aversion Bias

Model #7—The Boundary Model             

Model #8—The Social Style Model          

Model #9 -- Moving Beyond Conflict

Chapter Three – The Conflict Story          

Case Study         

Chapter Four – Model #1: The Stairway (Interests, Rights, Power)

Background of the Stairway Model          

Diagnosis with the Stairway Model          

Case Study: The Stairway Diagnosis

Strategic Direction from the Stairway Model       

Case Study: Stairway Strategic Direction

Assessing and Applying the Stairway Model         

Practitioner’s Worksheet for the Stairway Model              

Additional Case Study—Stairway Model

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  

Chapter Six – Model #3: 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               

Chapter Seven – Model #4: The Dynamics of Trust            

Background of the Trust Model 

Attribution Theory and Self-Serving Biases

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 Eight – Model #5: The Law of Reciprocity             

with Cal Furlong

Background of the Natural Laws

The Law of Reciprocity

Diagnosis with the Law of Reciprocity     

Case Study: Reciprocity Diagnosis             

Strategic Direction from the Law of Reciprocity  

Case Study: Reciprocity Strategic Direction           

Assessing and Applying the Law of Reciprocity    

Additional Case Study—Law of Reciprocity           

Chapter Nine – Model #6: The Loss Aversion Bias              

with Cal Furlong

Background of the Loss Aversion Bias     

Diagnosis with the Loss Aversion Bias     

Case Study: Loss Aversion Diagnosis        

Strategic Direction from the Loss Aversion Bias  

Case Study: Loss Aversion Strategic Direction      

Assessing and Applying the Loss Aversion Bias    

Additional Case Study—Loss Aversion   

Chapter Ten – Model #7: 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 Eleven – Model #8: 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 Twelve – Model #9: Moving Beyond the Conflict              

Background of the Moving Beyond Model            

Diagnosis with the Moving Beyond Model            

Case Study: Moving Beyond Diagnosis   

Strategic Direction from the Moving Beyond Model         

Case Study: Moving Beyond Strategic Direction  

Assessing and Applying the Moving Beyond Model          

Practitioner’s Worksheet for the Moving Beyond Model

Additional Case Study—Moving Beyond Model 

Chapter Thirteen – Conclusion  

Index