Section I: Interpersonal Conflict Causes and Patterns
Chapter 1: Conflict in Everyday Life
Why Study Conflict
General Assumptions about Interpersonal Conflict
Beneficial Aspects of Interpersonal Conflict
Defining Interpersonal Conflict
Interpersonal Conflict is Different from Argument
Chapter 2: Major Approaches to Conflict Management
The Purpose of Theory
Nature vs. Nurture
Communication Theory
Theories Influencing Conflict Management Studies
Emerging Theories
Chapter 3: Competitive and Cooperative Approaches
The Competitive Approach
The Cooperative Approach
When Worlds Collide
Supportive and Defensive Climates
Chapter 4: Causes of Conflict
Conflict Topics are Not Necessarily Conflict Causes
Conflict Behaviors Are Motivated by Reasons that Make Sense
Conflict Behaviors are Learned
Goal Interference Causes Conflict
Perception Patterns Affect How Goals Are Interpreted
Goals are Dynamic
Skills to Enhance Goals Analysis and Development
Chapter 5: Interpersonal Conflict Variables
Variables in Interpersonal Conflict
Conflict Management Variables
Sources of Conflict Patterns
Section II: Conflict Management Skills
Chapter 6: Listening and Seeking Information
An Introduction to Listening
Types of Listening
Effective Listening Skills for Conflict Managers
Chapter 7: Styles and Behavior Patterns
What is Style?
Personality Styles
Conflict Management Styles
Communication Behaviors that Affect Conflict Management
Emotional Intelligence
Functional vs. Dysfunctional Styles
Chapter 8: Negotiation
The Worlds of Negotiation
Competitive Negotiation
Cooperative Negotiation
Moving from Competitive to Collaborative
Additional Negotiation Variables
Chapter 9: Conflict Assessment
Understanding Conflict from the Inside Out
Conflict Assessment: First Level Tools
Conflict Assessment: Comprehensive Conflict Checklist
Concept-Based Analysis Tools
Creating an Analysis Tool
Transformation is the Key
Section III: Beyond the Basics
Chapter 10: Difficult People and Bullies
An Overview of Difficult Encounters
Critical Lessons About Difficult Encounters
Specific Difficult Encounters
Bullying and Violence
Chapter 11: Moving Beyond Self Help
Approaches to Solving Conflict
Conflict Coaching
Third Party Resolution Processes
Mediation
Mediator Responsibilities
Mediator Approaches
The Balanced Model of Mediation
Chapter 12: Managing the Aftermath: Anger, Apology, Forgiveness, and Reconciliation
Anger
Apologies
Forgiveness
Reconciliation
Section IV: Conflict in Context
Chapter 13: Family Communication and Conflict
The Family as a Communication System
What is a Family?
Satisfaction in Marriages and Families
Conflict in the Family
Conflict Management Skills for Families
Chapter 14: Conflict at the Workplace
The Workplace is a Unique Context
Workplace Communication
The Nature of Groups
Conflict in the Work Setting
Preventing and Managing Conflict at Work
Group Conflict
Conflict Management Systems
Chapter 15: Conflict and Society
Politics as Personal
Values, Beliefs, and Attitudes
Identify (Face) Threats
Polarization
Means of Managing Social Conflict
Strategies of Group Movements
Reframing Social Conflict
Appendices
A: A Six Step Method for Managing the Difficult Person Encounter
B: The University Chain of Command
C.: The Meeting Manager
S Essential Skills to Prevent and Moderate Conflict
D: A Lifetime of Predictable Conflicts
E: Sample Mediation Case
F: Media and Family Conflict
Glossary
References
Index