The Conflict Resolution Toolbox: Models and Maps for Analyzing, Diagnosing, and Resolving Conflict

Gary T. Furlong breaks down the complex interactions that accompany interpersonal conflicts into understandable units and introduces eight models for resolving differences. Because Furlong devotes a single chapter to each model, his book is a useful reference. Experienced mediators can dip in as needed or flip rapidly between examples. It would also make a good textbook, although students may find some of Furlong's explanations of the nature of conflict overly complicated - and his diagrams only make the problem worse. getAbstract recommends this book to conflict-resolution specialists, human-resource managers, and students and their teachers who are looking for guidance through rocky employee-interaction terrain.

I had a sharply divided reading experience with The Conflict Resolution Toolbox. On one hand, it's really useful. When I went through mediation training, I was introduced to a couple models of conflict. Author Gary T. Furlong describes eight different models of conflict resolution. He applies each one to the same case study, so I could see how the models align and how they differ, and how different models do or don't work in specific situations. His writing is clear, and examples and practical suggestions abound. And...I had a lot of trouble with the concepts in the book. Furlong's experience and mine differ sharply, and while he's markedly more experienced in conflict resolution (he's a professional, I dabble), I have to give my experience some weight. Furlong discusses conceptual biases, and to be frank, I think these are at play here--not just his own biases, but those of the field. Examples of this come when Furlong is talking about the Interests/Rights/Power model. He writes of interest-based processes as win-win. They certainly can be. However, if one of my major interests is a fast solution, so I can get on with things, the more time we spend coming up with creative solutions, the lower my satisfaction. When he discusses rights-based processes, he classifies the outcomes produced as win-lose. Again, the results certainly can be--but there's a whole lot of win-win in the clarity of knowing who has what right. In indicating that these tend to be "adversarial," he seems to ignore simple desires for clarity. (Where does this property line run? Ah, got it. Now we can go on.) He also focuses on the satisfaction of the parties immediately involved. That's certainly a primary focus, but what about the larger community /organization? At times knowing that person X has a certain right can be a tremendous win for the larger community. I also think that the loss in these cases can be gentled through processes aimed at reintegrating both winners and losers into a larger frame. I should emphasize, however, that this book is primarily a book of practice, not concepts, and so my objections do not take away from its very real value. Mr. Furlong's provided a valuable tool for all mediators, negotiators, and counselors, as well as anyone who might want to grab a tool or two to ease conflicts in their personal lives. Greg

Professional conflict resolution or just often working to mediate seemingly oppositional views, this book is useful, practical and a perfect reference for addressing issues of conflict in a positive way.

Furlong's new book may be a milestone in the application of mediation theory to the practice of mediation. His objective is to introduce "Models" or "Maps" if you will, that help the mediator analyze specifically: 1) Diagnosis of the Conflict 2) Strategic Guidance for the Practitioner of a Course of Action To Move Toward Resolution Furlong is quick to say, "There is no magic formula that resolves all disputes." This statement surely gives him an element of immediate credibility. In addition, the author notes that in his study of many 40 Hour Basic Mediation Courses, "Mediation training seems to be focused solely on face-to-face skills and simple steps for conducting the mediation itself, and does little to teach the participants about diagnosing the root cause of the conflict." In order to overcome the deficiencies of most training programs, he suggests that actual diagnostic models can be used to help the mediator "diagnose" and then "determine next course of action" using these `roadmaps to resolution.' if you will. He defines 8 (eight) different models in his book, which he describes thusly: 1) The Circle Of Conflict 2) The Triangle Of Satisfaction 3) The Boundary Model 4) Interests/Rights/Power Model 5) The Dynamics Of Trust 6) The Dimension Model 7) The Social Style Model 8) Moving Beyond Conflict To illustrate these "Models" Furlong uses a general case study, which he applies each model too, to illustrate how different "lenses" or perspectives on mediation method can yield very similar results. In addition, it is interesting to see how certain models, which the mediator may have felt have little productive or predictive value, can in fact be the most precise "Models" to use for `Diagnosis and Treatment.' These models will be recognizable to many of us who have studied the theory of conflict resolution. For example the social style model is helpful in identifying the type of personalities of the parties in the conflict and uses the classification system with only 4 basic personality types: Analytical, Driving, Amiable and Expressive. This is a helpful way for a newer mediator to understand the character and personality of the parties. The author is the first to present practical methods distilled from Conflict Theory that are designed to help mediators flesh out the areas that need to be worked on in order to attempt to get resolution on the conflict. The book represents a true paradigm shift in the manner in which theory is put into practice. All serious conflict resolution professionals should read this book.