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Handbook of Solution-Focused Conflict Management
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Table of Contents

Foreword by Kenneth Cloke: Building Bridges Between Psychology and Conflict Resolution - Implications for Mediator Learning. . v Peer Commentaries. . vii 1 Bloodtaking and Peacemaking . . 1 Conflict Management Is of All Times and All Species . . 1 Modern Conflict Management . . 2 Story 1: Taking a Different View... 3 2 Background Issues... 5 Introduction... 5 Game Theory... 5 Quantum Mechanics and Neuroscience... 7 Hope Theory. . 9 Broaden-and-Build Theory of Positive Emotions. . 14 Story 2: Feeding a Fellow... . 16 3 Solution-Focused Interviewing ... 19 Principles of Solution-Focused Interviewing... 19 Story 3: Do Something Different... 19 Looking to the Future (1)... 20 Assumptions With an Eye on Solutions... 20 Acknowledgment and Possibilities... 22 Microanalysis of Conversations... 24 Empirical Evidence...24 Indications and Contraindications...26 Story 4: The Problem of Looking for Problems... 26 4 Solution-Focused Conflict Management... 29 Four Dimensions in Conflict Thinking... 29 Looking to the Future (2)... 30 Clients, Parties, Lawyers, and Litigants: What's in the Name?. . 32 Differences Between Traditional and Solution-Focused Conflict Management. . 32 Changing Conflict Stories... 34 5 Four Basic Solution-Focused Questions...37 Questions About Hope . . 37 Story 5: The Power of Hope... 39 x Handbook of Solution-Focused Conflict Management Questions About Differences . . 39 Questions About What Is Already Working. . 41 Questions About the Next Step or Sign of Progress... 42 Solution-Focused Conflict Management in Practice . . 43 6 More Solution-Focused Questions... 47 More Questions... 47 What Else? ...47 Premediation Change . . 48 Interactional Matrix. . 49 Looking to the Future (3): Future-Oriented Questions... 51 Story 6: Working from the Future Back... 53 Scaling Questions: Hope, Motivation, and Confidence... 54 Scaling Questions: Respect - Contempt... 55 Scaling Questions: Pure Collaboration - Pure Conflict... 57 Feedback...58 What Is Better?... 59 7 Divorce Mediation... 61 Compliments... 64 Story 7: The Importance of Accepting Compliments... 65 8 Working Alliance and Motivation to Change. . 69 Motivation to Change... 69 Visitor, Complainant, or Customer...69 Attitude of the Solution-Focused Mediator . . 72 Resistance Is Not a Useful Concept. . 73 Scaling Motivation, Confidence, and Hope . . 74 Thomas-Kilmann Conflict Mode Instrument... 75 Persuasion Theory... 75 Caucus... 77 Working Alliance... 77 SupermediatorsA" ... 78 Motivation of the Mediator... 80 9 Neighbor Conflict Mediation... 83 Normalization. .. . 86 Story 8: Drawing Boundaries... 86 10 More Solution-Focused Tools... 89 Summarizing... 89 Focus on Positive Emotions... 89 Apologies, Forgiveness, and Reconciliation... 92 I Don't KnowA". . 96 Table of Contents xi Arguments. . 96 Externalization of the Conflict... 97 Spacing Meetings . . 99 Metaphors... 99 Consensus-Building ... 100 Solution-Focused Consensus-Building... 101 11 Team Mediation... 103 Game Theory Revisited: Trust . . 105 Liquid TrustA". . 107 The Price to Pay ... 108 Story 9: Finding Peace . .109 12 Client-Directed, Outcome-Informed Conflict Management... 111 Client-Directed Conflict Management. .. 111 Outcome-Informed Conflict Management... 112 Session Rating Scale... 113 13 Family Mediation... 115 Communication... 118 Tolerance... 119 14 Brief Comparison with Other Models . . 121 Building Solutions Is Different from Problem Solving... 121 Problem Solving Mediation and Solution-Focused Mediation: A Comparison... 123 Transformative Mediation and Solution-Focused Mediation: A Comparison... 124 Narrative Mediation and Solution-Focused Mediation: A Comparison... 125 Conclusion... 126 Research on Feedback... 127 15 Personal Injury Mediation... 129 Seating Arrangements... 131 Dollars and Cents ... 133 16 Failures... 135 Failures ... 135 Pathways to Impossibility. . 136 Solution-Focused Questions in Case of Failure... 138 Saving Face...138 xii Handbook of Solution-Focused Conflict Management 17 Victim-Offender Mediation... 141 Restorative Justice... 141 Reconciliation... 142 Victim-Offender Mediation... 145 Epilogue by Fredrike Bannink... 149 Epilogue by Kenneth Cloke... 151 References... 161 Websites ... 167 Appendices ... 169 Appendix 1: Protocol: First Meeting ... 170 Appendix 2: Protocol: Subsequent Meetings... 171 Appendix 3: Interactional Matrix... 172 Appendix 4: Externalization of the Conflict... 173 Appendix 5: Session Rating Scale (SRS V.3.0)... 174

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