Preface
Section A Approaches to Conflict
Chapter 1 Recognising Conflict and Conflict Management Styles
Chapter 2 How Conflict Escalates
Section B The Co-operative Problem Solving Model and Basic Skills
Introduction
Chapter 3 Analysing the Conflict: Exploring Interests
Chapter 4 Delving Deeper into Interests
Chapter 5 Skills for Communicating
Chapter 6 Expanding the Options
Chapter 7 Reaching a Win-Win Solution
Chapter 8 Considering Alternatives to a Negotiated Agreement
Section C Advanced Skills for Resolving Conflicts
Introduction
Chapter 9 Handling Emotions During Conflict
Chapter 10 Building Relationships
Chapter 11 Removing Blocks to Co-operative Negotiating
Chapter 12 Negotiating on the Basis of Guidelines
Chapter 13 Involving a Third Party
Chapter 14 Working with Organisational and Multi-party Disputes
Chapter 15 Training in the Conflict Resolution Model: Research Findings
Chapter 16 Conclusion: The Broader Social Context
Appendix A Exercise Answers
Appendix B Organisations Websites Contacts
References Index