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

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John Wiley & Sons, Mar 22, 2010 - Business & Economics - 272 pages
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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.

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getAbstract Book Review: The Conflict Resolution Toolbox
Useful overview of conflict resolution models.
Gary T. Furlong breaks down the complex interactions that accompany interpersonal conflicts into understandable units and introduces eight models for resolving differences. Because Furlong devotes a single chapter to each model, his book is a useful reference. Experienced mediators can dip in as needed or flip rapidly between examples. It would also make a good textbook, although students may find some of Furlong’s explanations of the nature of conflict overly complicated – and his diagrams only make the problem worse. getAbstract recommends this book to conflict-resolution specialists, human-resource managers, and students and their teachers who are looking for guidance through rocky employee-interaction terrain.


A Wide Range of Conflict Analysis Models
Model 7The Social Styles Model
Strategic Direction from the Circle of Conflict
The Spanish Estate
Strategic Direction from the Triangle of Satisfaction
The Boundary Model
Additional Case StudyBoundary Model
Interests Rights and Power
Dimensions Model Diagnosis
Additional Case StudyDimensions Model
Strategic Direction from the Social Style Model
Social Style Model
Moving Beyond the Conflict 217 217
Moving Beyond Diagnosis
Strategic Direction with
Assessing and Applying the Moving Beyond Model

Additional Case StudyIRP Model
Case StudyTrust Model Diagnosis
Assessing and Applying the Trust Model
Chapter Twelve Conclusion

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About the author (2010)

GARY FURLONG is a mediator, trainer, facilitator, and consultant with Agree Dispute Resolution. As a mediator, he handles files ranging from organizational and family disputes to complex commercial and construction matters. As well as mediating, Gary delivers consulting, facilitating and coaching services in dispute resolution, partnering, organizational change, conflict management, and other areas.

He is a frequent presenter and speaker to various organizations and associations on the topics of alternative dispute resolution and conflict management. As a trainer, Gary teaches conflict management, negotiation, and mediation skills in the private sector and at numerous educational institutions, such as York University, the University of Toronto, the Queen's University Industrial Relations Centre, and the Peace and Conflict Studies Program at Conrad Grebel College. He is Past President of the ADR Institute of Ontario, is a Fellow with the International Academy of Mediators, and holds the Chartered Mediator (C.Med) designation.

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