Table of Contents

Foreword xii


Acknowledgements xv


Chapter One – Introduction 1


We All “Practice” Conflict Resolution Daily 3


Diagnosis: Finding the Root Causes of Conflict 4


Theories vs. Models in a Practice Profession 6


A Wide Range of Conflict Analysis Models 11


Becoming a Reflective Practitioner 13


Summary 15


How to Use this Book 17


Chapter Two – Overview of the Models 19


Why These Eight Models? 19


Model #1—The Circle of Conflict 21


Model #2—The Triangle of Satisfaction 21


Model #3—The Boundary Model 22


Model #4—The Interests/Rights/Power Model 22


Model #5—The Dynamics of Trust 23


Model #6—The Dimensions Model 23


Model #7—The Social Styles Model 24


Model #8—Moving Beyond Conflict 24


Chapter Three – The Conflict Story 25


Case Study 25


Chapter Four – Model #1: The Circle of Conflict 29


Background of the Circle of Conflict Model 29


Diagnosis with the Circle of Conflict 30


Case Study: Circle of Conflict Diagnosis 35


Strategic Direction from the Circle of Conflict 38


Case Study: Circle of Conflict Strategic Direction 40


Assessing and Applying the Circle of Conflict Model 44


Practitioner’s Worksheet for the Circle of Conflict Model 46


Additional Case Study—Circle of Conflict 50


Circle of Conflict Worksheet: The Spanish Estate 54


Chapter Five – Model #2: The Triangle of Satisfaction 61


Background of the Triangle Model 61


Diagnosis with the Triangle of Satisfaction 61


Case Study: Triangle of Satisfaction Diagnosis 64


Strategic Direction from the Triangle of Satisfaction 68


Case Study: Triangle of Satisfaction Strategic Direction 72


Assessing and Applying the Triangle of Satisfaction Model 75


Practitioner’s Worksheet for the Triangle of Satisfaction Model 77


Additional Case Study—Triangle of Satisfaction 79


Chapter Six – Model #3: The Boundary Model 89


Background of the Boundary Model 89


Diagnosis with the Boundary Model 89


Case Study: Boundary Model Diagnosis 94


Strategic Direction from the Boundary Model 96


Case Study: Boundary Model Strategic Direction 98


Assessing and Applying the Boundary Model 100


Practitioner’s Worksheet for the Boundary Model 100


Additional Case Study—Boundary Model 103


Chapter Seven – Model #4: Interests, Rights, and Power 109


Background of the Interest/Rights/Power Model 109


Case Study: I/R/P Diagnosis 115


Strategic Direction from the I/R/P Model 116


Case Study: I/R/P Strategic Direction 118


Assessing and Applying the I/R/P Model 119


Practitioner’s Worksheet for the I/R/P Model 120


Additional Case Study—I/R/P Model 122


Chapter Eight – Model #5: The Dynamics of Trust 127


Background of the Trust Model 127


Diagnosis with the Trust Model 132


Case Study—Trust Model Diagnosis 138


Strategic Direction from the Trust Model 142


Case Study: Trust Model Strategic Direction 150


Assessing and Applying the Trust Model 155


Practitioner’s Worksheet for the Trust Model 156


Additional Case Study—Trust Model 158


Chapter Nine – Model #6: The Dimensions of Conflict 167


Background of the Dimensions Model 167


Diagnosis with the Dimensions Model 167


Case Study: Dimensions Model Diagnosis 172


Strategic Direction from the Dimensions Model 174


Case Study: Dimensions Model Strategic Direction 178


Assessing and Applying the Dimensions Model 182


Practitioner’s Worksheet for the Dimensions Model 183


Additional Case Study—Dimensions Model 185


Chapter Ten – Model #7: The Social Style Model 191


Background of the Social Style Model 191


Diagnosis with the Social Style Model 193


Case Study: Social Style Diagnosis 198


Strategic Direction from the Social Style Model 200


Case Study: Social Style Strategic Direction 208


Assessing and Applying the Social Style Model 209


Practitioner’s Worksheet for the Social Style Model 210


Additional Case Study: Social Style Model 213


Chapter Eleven – Model #8: Moving Beyond the Conflict 217


Background of the Moving Beyond Model 217


Diagnosis with the Moving Beyond Model 219


Stage One: Denial 220


Stage Two: Anger 221


Stage Three: Acceptance 222


Case Study: Moving Beyond Diagnosis 224


Strategic Direction from the Moving Beyond Model 229


Case Study: Strategic Direction with the Moving Beyond Model 235


Assessing and Applying the Moving Beyond Model 242


Practitioner’s Worksheet for the Moving Beyond Model 243


Additional Case Study—Circle of Conflict 244


Moving Beyond Model Diagnosis and Worksheet: The Workplace Assault Case 245


Moving Beyond Model Strategic Direction: The Workplace Assault Case 247


Chapter Twelve – Conclusion 249


Index 253

About the Author

About the Author
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.
Gary 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 along with a Master of Laws in ADR from Osgoode Hall Law School. Gary was awarded the McGowan Award of Excellence in ADR in 2005, and is a principal with Agree Dispute Resolution in Toronto, Canada.