Updated in a new 4th edition, Managing Conflict Through Communication is grounded in research and theory providing comprehensive and accessible coverage of the study of conflict and its practical application in everyday life.   Each chapter builds upon the previous to facilitate the reader's growing understanding of how to deal effectively with conflict while narratives and case studies help make the material accessible and engaging to a diverse audience. Discussion questions and exercises throughout the text provide a basis for classroom discussion and practical applications of concepts.

Table of Contents:
PART ONE:  MANAGING THE CONFLICT PROCESS 1.  Introduction to the Study of Conflict Objectives Key Terms Defining Interpersonal Conflict The Inevitability of Conflict Conflict is a Fact of Life Interpersonal Violence Is Not a Fact of Life Defining Conflict Management and Skills Communication Processes in Conflict Conflict Communication as Productive or Destructive Negative View of Conflict Manage It Think About It Apply It Work with It Remember It 2.  A Process View of conflict Objectives Key Terms Processes in General Patterns and Cycles in Constructive Conflict Processes Patterns and Cycles in Destructive Conflict Processes The Confrontation Avoidance Cycle and the “Chilling Effect” The Competitive Conflict Escalation and Violence Cycles The Confrontation Process: Six Steps to Successful Interpersonal Conflict Resolution Preparation: Identify Your Problem/Needs/Issues Tell the Person “We Need to Talk” Interpersonal Confrontation: Talk to the Other about Your Problem Consider Your Partner’s Point of View Manage the Problem: Come to a Mutual Understanding and Reach an Agreement Follow Up on the Solution: Set a Time Limit for Reevaluation Manage It Think About It Apply It Work with It Remember It 3.  Communication Options in Conflict Objectives Key Terms The Other-Centered Orientation: Nonassertive Communication Behavior as an Option Avoiding as an Option Accommodating as an Option The Self-Centered Orientation: Passive Aggressive and Aggressive Communication as Options Passive-Aggressive Communication as an Option Aggressive Communication Behavior as an Option Verbal Aggression Nonverbal Aggression (Physical Violence) The Relationship-Centered Orientation: Assertive Communication Behavior as an Option Compromise as an Option Collaboration as an Option Avoiding Early Compromise Collaboration: The Preferred Strategy Low Personal and Relationship Stress High Personal and Relationship Growth and Satisfaction Enacting Collaboration Case Study Communication Considerations: Choosing the Appropriate Communication Option The Occasion (Including Time and Location) The Other Person Your Needs Manage It Think About It Apply It Work with It Remember It 4.  Responding to Conflict: The S-TLC System Objectives Key Terms Communication in Conflict Situations The S-TLC System Stopping: Taking Time Out Thinking about the Conflict: Analyzing Conflict Situations Thinking about Doing Nothing or about Changing the Other Person, Situation, or Self Thinking about Your Goals Listening in Conflict Situations Communicating in Conflict Situations Using I-Statements Components of I-Statements Advantages of Using I-Statements Challenges Associated with I-Statements Manage It Think About It Apply It Work with It Remember It 5.  Managing Win-Lose Conflicts through Negotiation Objectives Key Terms Intangible Issues  Tangible Issues Negotiation Basics Competitive Negotiation Cooperative Negotiation Generating More Options Additional Techniques for Converting Competitive Negotiation into Cooperation Manage It Think About It Apply It Work with It Remember It PART TWO:  BREAKING THE CYCLE OF ESCALATION 6.  Managing the Conflict Climate Objectives Key Terms The Threat of Power Abuse Sharing Power The Threat of Competition The Threat of Distrust The Threat of Defensive Behavior Manage It Think About It Apply It Work with It Remember It 7.  Managing Stress Objectives Key Terms Types of Stress Eustress and Hypostress Hyperstress How to Manage Hyperstress Distress Conflict Proneness How to Manage Distress:  Developing a Playful Spirit Changing How We Look at Life’s Challenges The First Solution The Second Solution The Third Solution Sources of Hyperstress and Distress Constructive and Positive Thoughts/Beliefs as Responses to Hyperstress and Distress Manage It Think About It Apply It Work with It Remember It 8.  Managing Anger Objectives Key Terms Experiencing Anger Managing Anger:  Three different ways of expressing or not expressing one's anger Before Expressing Anger Take Time Out Relaxation Exercises Self-Talk Seek an alternative way to release your anger Uncover the emotion that is disguised as anger Expressing Anger Effectively:  Anger Dos and Don'ts Responding to Another’s Anger Manage It Think About It Apply It Work with It Remember It 9.  Managing Face Objectives Key Terms Understanding the Demands of Face Two types of Face:  Positive and Autonomous Face Facework Preventive Facework Supportive Facework Corrective Facework Repair Rituals Offending Situation Reproach Remedy Acknowledgement Responding to Others Conflict and Impression Management in Cyberspace Manage It Think About It Apply It Work with It Remember It 10.  Managing Conflict through Forgiveness   Objectives Key Terms Relational Transgressions Why Study Forgiveness and reconciliation? Defining Forgiveness and reconciliation Advantages of Forgiveness Forgiveness Benefits Our Mental Health Forgiveness Benefits Our Physical Health Why Don’t People Forgive? Working through forgiveness Learning to Forgive Levels of Forgiveness  Working through Reconciliation Levels of Reconciliation Steps Toward Reconciliation Step One: The Account and the Apology Step Two: Acceptance of Account and Apology or its Absence Step Three: Forgiveness may or may not be communicated Step Four: Transforming the Relationship, if Desired Step Five: Actions Confirm Forgiveness and Reconciliation. Moving beyond Victimization Seeking Forgiveness Manage It Think About It Apply It Work with It Remember It 11.  Managing Other's Disputes through Mediation Objectives Key Terms Alternatives to Dispute Resolution Formal versus Informal Mediation The Role of the Mediator Mediators as Communication Rules Enforcers The Mediation Process: Step by Step The Intake Process Opening Statement Describing the Dispute Common Ground Final Agreement Ending the Mediation Manage It Think About It Apply It Work with It Remember It PART THREE:  DEEPING OUR UNDERSTANDING OF CONFLICT MANAGEMENT 12.  Managing Conflict from a Theoretical Perspective Objectives Key Terms Intrapersonal Theories of Conflict Psychodynamic Theory Attribution Theory Uncertainty Theory Relationship Theories of Conflict Social Exchange Theory Systems Theory Manage It Think About It Apply It Work with It Remember It 13. Managing group Conflict Objectives Key Terms The Nature of Conflict in Groups Types of Conflict Conflict as Group Developer When Conflict Creates Poor Outcomes Role Conflict Groupthink The “Abilene Paradox” The “Lucifer Effect” Strategies to Resolve Conflict Manage It Think About It Apply It Work with It Remember It 14. Managing Organizational Conflict Objectives Key Terms Organizational Diversity and conflict Civility as a Response Work-life conflict Workplace bullying From the Playground to the Boardroom Managing Bullies Manage It Think About It Apply It Work with It Remember It 15. Managing Social Conflict Objectives Key Terms Understanding intractable Issues Patriotism and Nationalism Theories of Social conflict Critical Theory Ripeness Theory Ways of Approaching “the Other” Understanding your Worldview Components of a Worldview The Importance of a Worldview Manage It Think About It Apply It Work with It Remember It 16. Creativity and the Ideal Conflict Manager Objectives Key Terms Creativity as it relates to Conflict Traits of Creative People Why is Creativity Important? Misassumptions Preventing Creativity Can We Learn To Be Creative? Barriers to Creativity Trained Incapacities Creativity as Thinking Differently Visual Means to Creativity Mind Mapping Six Hats Visual Journaling Types of Conflict And Issues Principles of Effective Conflict Management Manage It Think About It Apply It Work with It Remember It