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Conflict and Communication
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Table of Contents

Chapter 1: Conflict in Our Lives Popular Attitudes about Conflict The Academic Study of Conflict Learning New Conflict Management Skills Listening and Empathy Chapter 2: Power and Conflict Styles Definitions of Power Applied to Conflict Western Conflict Styles Non-Western Conflict Styles Conflict Coaching Chapter 3: Deconstructing Conflicts Data Sources for Systematic Analysis Two Methods of Conflict Analysis Change-Oriented Conflict Analysis Sample Conflict Analysis Chapter 4: Culture and Conflict The Concept of Culture Individualism and Collectivism High- and Low-Context Cultures The Concept of Face Intercultural Conflict Chapter 5: Negotiating Skills and Resolving Conflicts With Others Negotiation Strategies Negotiation Tactics Negotiation Skills Negotiation Ethics Cultural Issues Conflict Coaching Chapter 6: Dealing With Anger, Aggression, and Bullying Anger Aggression Bullying Chapter 7: Mediation Skills Development of Mediation Mediation in Indigenous Societies Styles of Mediation Conducting a Facilitative Mediation Mediation Ethics Applying Mediation Skills Chapter 8: Online Dispute Resolution Limitations of Online Dispute Resolution Advantages of Online Dispute Resolution The Process of Online Dispute Resolution Closed-Circuit Television Telephone Social Media Chapter 9: Apologies, Forgiveness, and Reconciliation Apologies Forgiveness Reconciliation Justice Chapter 10: Conflict in Organizations and Families Workplace Conflict Family Conflict Narrative Mediation

About the Author

Fred E. Jandt was born of second-generation German immigrants in the multicultural south-central region of Texas. After graduating from Texas Lutheran University and Stephen F. Austin State University, he received his doctorate in communication from Bowling Green State University. He has taught and been a student of intercultural communication for more than 40 years, developing his experience through travel and international training and research projects. While professor of communication at The College at Brockport, State University of New York, his reputation as a teacher led to his appointment as SUNY's first director of faculty development. He has retired as professor and branch campus dean after having been named outstanding professor. He has also been a visiting professor at Victoria University of Wellington, in New Zealand. He has extensive experience in the areas of intercultural and international communication, negotiation, mediation, and conflict management. He was one of the first scholars to introduce the study of conflict to the communication discipline with his text Conflict Resolution Through Communication (Harper & Row, 1973). He has subsequently published many other titles in this area, including the successful trade book Win-Win Negotiating: Turning Conflict Into Agreement (Wiley, 1985), which has been translated into eight languages; a casebook on international conflict management, Constructive Conflict Management: Asia-Pacific Cases (SAGE, 1996) with Paul B. Pedersen; and Conflict and Communication (SAGE, 2017). For several years, he conducted the training workshop "Managing Conflict Productively" for major corporations and government agencies throughout the United States. Jandt continues to train volunteers who are learning to become mediators in the California justice system and served as an elected trustee of the Desert Community College District.

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