PREFACE

Welcome to the second edition of Skills for Resolving Conflict. This book is designed to provide a detailed description of how to resolve conflict using a co-operative problem-solving approach. The method is designed to maximize the likelihood of arriving at a solution that meets the most important needs and concerns of all parties in a conflict. Since the first edition of the book was published, even more research has emerged confirming that people who have been trained using the ideas in this book are, indeed, able to negotiate conflicts more successfully, and find ways to resolve conflict that meet the needs of all the parties.
Skills for Resolving Conflict, Second Edition, is specifically designed for use in contexts such as university courses and conflict resolution workshops. It includes an elaborated version of a conflict resolution model first described in the earlier book, I Win, You Win: How to Have Fewer Conflicts, Better Solutions and More Satisfying Relationships, by the same authors. Skills for Resolving Conflict covers additional topics, such as factors leading to escalation of disputes, perceptual processes linked to conflict, entrapment, issues of compliance with agreements, relationship building, repairing damaged relationships through restorative justice, and de-escalating conflict.

This revised, second edition has a new chapter which describes recent research evaluating the effectiveness of the methods offered in this book (Chapter 15). The section on rebuilding relationships after conflict (Chapter 10) has been expanded, with recent research in the newly emerging field of ‘forgiveness’ and ‘reconciliation’ added. There are new business-related examples added throughout the book to make the book more relevant to students in business negotiation courses. In addition, the list of references and resources (in the Appendices) has been updated and expanded to include lists of conflict resolution organisations that might be useful contact points, related web sites, peace education courses and sources of educational materials that promote the ideas included in this book. Each chapter has been carefully revised, with new material added and more examples given to illustrate the ideas being outlined.

Since Skills for Resolving Conflict, Second Edition, is designed to provide very practical conflict resolution skills in the most accessible manner, case examples are used throughout the text. These case examples are generally composite cases in which we have combined examples taken from our own experience or the experiences of people who have completed workshops and courses with us. Throughout, people’s names have been changed to preserve anonymity.

In the basic skills chapters, these examples are generally simpler, two-party disputes. As the book progresses, the examples become more complex, ending with disputes where multiple parties are involved. Furthermore, many of the chapters end with exercises designed to help readers integrate skills into their own repertoire. The aim has been to produce a practical, evidence-based skills manual for improving conflict resolution through co-operative problem solving.

Skills for Resolving Conflict, Second Edition is divided into three sections. In the first section (A), conflict is defined and common strategies for resolving conflict are discussed. The co-operative problem solving approach advocated in this book is placed in the context of other approaches to resolving conflicts. In addition, a model of escalation is presented. Escalation processes are described in an effort to increase the reader’s awareness of them and therefore avoid inadvertently escalating disputes.

In the second section of the book (B) the basic skills for resolving conflicts using a co-operative problem solving approach are described. An overview model (presented at the beginning of the section) describes the ‘steps’ of the problem solving process and can be referred to throughout the section. Conflict resolution skills described include: analysing the conflict, defining the issues, identifying the parties, distinguishing positions and interests, examining deeper interests and needs, expanding the options, building options into win-win solutions, planning final agreements to maximise compliance, and considering alternatives to negotiated agreements.

The third section of the book (C) describes more advanced skills and issues that arise during conflict. The section starts with a chapter on the importance of relationships during conflict. Ideas and skills are presented for building relationships, promoting positive feelings between parties, encouraging co-operation, and rebuilding damaged relationships. In the next chapter the role of more negative emotions is discussed including ideas on how to handle anger, fear and anxiety on the part of all parties. Problems that emerge when applying a co-operative problem solving approach are addressed, such as when others continue to negotiate in a unco-operative manner or use win-lose competitive tactics. The use of guidelines, based on distributive and procedural justice research, is discussed as an alternative form of conflict resolution, particularly important in the prevention of conflict. In addition, approaching conflict resolution by using a third party (e.g., mediation) is described. A final advanced skills chapter deals with multi-party disputes and focuses on organisational conflicts as the major examples. A more complex co-operative problem solving model for organisations is presented at that point. A new Chapter 15 describes recent research evaluating the effectiveness of the methods offered in this book.

A concluding chapter deals with the broader social context for co-operative problem solving. Issues are addressed such as ways to integrate co-operative problem solving into societal approaches to conflicts, preventing disputes, and teaching people the skills from a young age.

At the end of the book are references from the text, as well as a list of other books and articles that would be of use to any person interested in reading further in the conflict resolution field. Finally, an appendix includes a range of resources that can be used to find out about conflict resolution activities throughout Australia and internationally. Organisations, interesting websites and resource materials (such as conflict resolution posters and training materials) are listed and described.

When this text is used as part of a course or workshop, the exercises can be used in several ways. One way is for students or workshop participants to form small groups to work on each of the exercises, first doing the exercise as a group, then debriefing in small groups and finally describing small group learnings in the larger group forum.

In cases where ongoing sessions or classes are held, a powerful technique involves journal assignments. Students complete a series of journal assignments based on the same conflict over a period of weeks or months. The early journal assignments can focus on analysing the conflict and predicting problems in carrying through negotiations. Journals are handed in to the lecturer and individual feedback about the journals is given to prepare students for the next phase. The next journal assignment can deal with ways of overcoming blocks to negotiating. The final journal assignments can include descriptions of what occurred when actual negotiations were carried out and what was learned from those negotiations. Of course, in order for participants and students to make best use of these assignments and small group discussions, confidentiality needs to be discussed and guaranteed at an early stage so that information will not be disclosed to others.

It is our experience that people learn most efficiently when they apply the ideas they read to situations in their own lives. Therefore, one of the best ways for students to read this book, is to choose a current conflict situation in their own lives and apply the ideas to that conflict as they read. Chapter 1 will provide ways to recognise situations in which co-operative problem solving could be useful. The ideas and exercises at the end of chapters can then be applied to that specific conflict or negotiation.

It is hoped that Skills for Resolving Conflict, Second Edition will provide all readers with many useful ideas and skills to include in their future interactions and relationships.