In real-life conflict resolution situations, one size does not fit all. Just as a mechanic does not fix every car with the same tool, the conflict resolution practitioner cannot hope to resolve every dispute using the same technique. Practitioners need to be comfortable with a wide variety of tools to diagnose different problems, in vastly different circumstances, with different people, and resolve these conflicts effectively. The Conflict Resolution Toolbox gives you all the tools you need: eight different models for dealing with the many conflict situations you encounter in your practice. This book bridges the gap between theory and practice and goes beyond just one single model to present a complete toolbox - a range of models that can be used to analyze, diagnose, and resolve conflict in any situation. It shows mediators, negotiators, managers, and anyone needing to resolve conflict how to simply and effectively understand and assess the situations of conflict they face. And it goes a step further, offering specific, practical guidance on how to intervene to resolve the conflict successfully. Each model provides a different and potentially useful angle on the problem, and includes worksheets and a step-by-step process to guide the reader in applying the tools. Offers eight models to help you understand the root causes of any conflict. Explains each model's focus, what kind of situations it can be useful in and, most importantly, what interventions are likely to help. Provides you with clear direction on what specific actions to choose to resolve a particular type of conflict effectively. Features a detailed case study throughout the book, to which each model is applied. Additional examples and case studies unique to each chapter give the reader a further chance to see the models in action. Includes practical tools and worksheets that you can use in working with these models in your practice. The Conflict Resolution Toolbox equips any practitioner to resolve a wide range of conflicts. Mediators, negotiators, lawyers, managers and supervisors, insurance adjusters, social workers, human resource and labour relations specialists, and others will have all the tools they need for successful conflict resolution.

Table of Contents:
Foreword xii Acknowledgements xv Chapter One – Introduction 1 We All “Practice” Conflict Resolution Daily 3 Diagnosis: Finding the Root Causes of Conflict 4 Theories vs. Models in a Practice Profession 6 A Wide Range of Conflict Analysis Models 11 Becoming a Reflective Practitioner 13 Summary 15 How to Use this Book 17 Chapter Two – Overview of the Models 19 Why These Eight Models? 19 Model #1—The Circle of Conflict 21 Model #2—The Triangle of Satisfaction 21 Model #3—The Boundary Model 22 Model #4—The Interests/Rights/Power Model 22 Model #5—The Dynamics of Trust 23 Model #6—The Dimensions Model 23 Model #7—The Social Styles Model 24 Model #8—Moving Beyond Conflict 24 Chapter Three – The Conflict Story 25 Case Study 25 Chapter Four – Model #1: The Circle of Conflict 29 Background of the Circle of Conflict Model 29 Diagnosis with the Circle of Conflict 30 Case Study: Circle of Conflict Diagnosis 35 Strategic Direction from the Circle of Conflict 38 Case Study: Circle of Conflict Strategic Direction 40 Assessing and Applying the Circle of Conflict Model 44 Practitioner’s Worksheet for the Circle of Conflict Model 46 Additional Case Study—Circle of Conflict 50 Circle of Conflict Worksheet: The Spanish Estate 54 Chapter Five – Model #2: The Triangle of Satisfaction 61 Background of the Triangle Model 61 Diagnosis with the Triangle of Satisfaction 61 Case Study: Triangle of Satisfaction Diagnosis 64 Strategic Direction from the Triangle of Satisfaction 68 Case Study: Triangle of Satisfaction Strategic Direction 72 Assessing and Applying the Triangle of Satisfaction Model 75 Practitioner’s Worksheet for the Triangle of Satisfaction Model 77 Additional Case Study—Triangle of Satisfaction 79 Chapter Six – Model #3: The Boundary Model 89 Background of the Boundary Model 89 Diagnosis with the Boundary Model 89 Case Study: Boundary Model Diagnosis 94 Strategic Direction from the Boundary Model 96 Case Study: Boundary Model Strategic Direction 98 Assessing and Applying the Boundary Model 100 Practitioner’s Worksheet for the Boundary Model 100 Additional Case Study—Boundary Model 103 Chapter Seven – Model #4: Interests, Rights, and Power 109 Background of the Interest/Rights/Power Model 109 Case Study: I/R/P Diagnosis 115 Strategic Direction from the I/R/P Model 116 Case Study: I/R/P Strategic Direction 118 Assessing and Applying the I/R/P Model 119 Practitioner’s Worksheet for the I/R/P Model 120 Additional Case Study—I/R/P Model 122 Chapter Eight – Model #5: The Dynamics of Trust 127 Background of the Trust Model 127 Diagnosis with the Trust Model 132 Case Study—Trust Model Diagnosis 138 Strategic Direction from the Trust Model 142 Case Study: Trust Model Strategic Direction 150 Assessing and Applying the Trust Model 155 Practitioner’s Worksheet for the Trust Model 156 Additional Case Study—Trust Model 158 Chapter Nine – Model #6: The Dimensions of Conflict 167 Background of the Dimensions Model 167 Diagnosis with the Dimensions Model 167 Case Study: Dimensions Model Diagnosis 172 Strategic Direction from the Dimensions Model 174 Case Study: Dimensions Model Strategic Direction 178 Assessing and Applying the Dimensions Model 182 Practitioner’s Worksheet for the Dimensions Model 183 Additional Case Study—Dimensions Model 185 Chapter Ten – Model #7: The Social Style Model 191 Background of the Social Style Model 191 Diagnosis with the Social Style Model 193 Case Study: Social Style Diagnosis 198 Strategic Direction from the Social Style Model 200 Case Study: Social Style Strategic Direction 208 Assessing and Applying the Social Style Model 209 Practitioner’s Worksheet for the Social Style Model 210 Additional Case Study: Social Style Model 213 Chapter Eleven – Model #8: Moving Beyond the Conflict 217 Background of the Moving Beyond Model 217 Diagnosis with the Moving Beyond Model 219 Stage One: Denial 220 Stage Two: Anger 221 Stage Three: Acceptance 222 Case Study: Moving Beyond Diagnosis 224 Strategic Direction from the Moving Beyond Model 229 Case Study: Strategic Direction with the Moving Beyond Model 235 Assessing and Applying the Moving Beyond Model 242 Practitioner’s Worksheet for the Moving Beyond Model 243 Additional Case Study—Circle of Conflict 244 Moving Beyond Model Diagnosis and Worksheet: The Workplace Assault Case 245 Moving Beyond Model Strategic Direction: The Workplace Assault Case 247 Chapter Twelve – Conclusion 249 Index 253