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Praise for The Conflict Resolution Toolbox "With this marvelously engaging handbook, Gary Furlong guides us on the path to continuous improvement in how we diagnose and resolve conflict. Furlong's toolbox is practical, clear and informative. Using an easy style and highly relevant case studies, Gary describes eight important models that we can use to help us diagnose and resolve conflicts. Keep this one in your briefcase--don't leave home without it." Jennifer Lynch, Q.C., Conflict Management Systems Designer, and Board of Directors, Association for Conflict Resolution "The Conflict Resolution Toolbox is a book I wish I had when I was a novice mediator! The concepts and theories that took me years to uncover are now elegantly distilled into eight conflict resolution models presented in one user-friendly handbook. Furlong's approach can help practitioners better analyze and resolve even the most intractable conflicts. I highly recommend this resource to all my colleagues--experienced and novice alike!" John S. Barkat, Ph.D., Ombudsman, Pace University; Former President, The Ombudsman Association; and Founder, Collaboration at Work "Gary Furlong joins theory to practice in a manner that provides even experienced practitioners with useful guidance on best practices. His emphasis on rational and creative diagnosis leading to effective action should be pasted in the front of ADR daybooks as a reminder of the fundamentals. I hope this is just volume one in the series." David McCutcheon, President, ADR Institute of Canada "Mediation teachers across the globe will enrich their classrooms by incorporating Furlong's essential analysis, and practical applications. We have built an entire course around this conflict analysis model, and students come back to this material throughout their careers." Elaine Newman, Arbitrator and Mediator, Academic Coordinator, Dispute Resolution Programs, Atkinson Faculty, York University "Gary Furlong's eight models on conflict and dispute resolution offer one of the most comprehensive and thoughtful analyses of the sources of conflict, how it can be effectively managed and, should disputes arise, how they are best resolved. Keep this toolbox close at hand. You will use it often!" D. Paul Emond, Professor of Law & Director, Part-Time LL.M. in Dispute Resolution, Osgoode Hall Law School

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

Foreword.

Acknowledgements.

Chapter One - Introduction.

Chapter Two - Overview of the Models.

Chapter Three - The Conflict Story.

Chapter Four - Model #1: The Circle of Conflict.

Chapter Five - Model #2: The Triangle of Satisfaction.

Chapter Six - Model #3: The Boundary Model.

Chapter Seven - Model #4: Interests, Rights, and Power.

Chapter Eight - Model #5: The Dynamics of Trust.

Chapter Nine - Model #6: The Dimensions of Conflict.

Chapter Ten - Model #7: The Social Style Model.

Chapter Eleven - Model #8: Moving Beyond the Conflict.

Chapter Twelve - Conclusion.

Index.