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
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
Other versions by this Author