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| Preface | |
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| Acknowledgments | |
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| About the Author | |
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| About the Cover | |
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| Introduction | |
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| Conflict Resolution Roles and Definitions | |
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| Theoretical Context | |
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| Psychology | |
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| Business Administration | |
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| Law | |
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| Education | |
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| Social Work and Related Professions | |
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| Political Science and Strategic Studies | |
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| Radical Perspectives | |
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| Eclectic and Integrative Approaches | |
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| Safe Classroom and Constructive Feedback | |
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| Using This Text to Maximize Learning | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| Conflictia | |
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| "Suffer the Buffer" | |
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| The Reflective CR Practitioner | |
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| Personal and Professional Awareness | |
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| Emotions | |
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| Cultural Awareness | |
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| Conscious and Artistic Use of Self | |
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| Value Base | |
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| In Search of Common Values | |
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| Satisfaction, Social Justice, and Transformation | |
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| Attitude toward Power | |
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| Professional Ethics | |
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| Values Clarification | |
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| Conflict Styles | |
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| Avoiders | |
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| Accommodators | |
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| Competitors | |
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| Compromisers | |
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| Collaborators | |
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| Selective Use of Styles | |
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| Basic Skills | |
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| Listening | |
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| Questioning | |
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| Making Statements | |
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| Written Communication | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Listening to Anger" | |
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| "Policies for Diversity Plus" | |
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| Negotiation | |
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| Contracting | |
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| Approaches to Negotiation | |
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| Power-Based Negotiation | |
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| Rights-Based Negotiation | |
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| Interest-Based Negotiation | |
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| Focus on Interests, Not Positions | |
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| Invent Options for Mutual Gain | |
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| Apply Objective Criteria | |
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| Improve Communication | |
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| Build a Positive Negotiating Relationship | |
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| Consider Alternatives | |
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| Obtain Commitments | |
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| Limitations of Interest-Based Negotiation | |
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| Transformative Negotiation | |
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| Empowerment | |
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| Recognition | |
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| Limitations of Transformation | |
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| Cultural Diversity Issues | |
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| Preparation for Negotiation | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Contracting with Clem" | |
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| "Negotiating for Grades"-Four Approaches | |
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| "External Evaluation Conflict"-Conflict Styles and Interest-Based Negotiation | |
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| "Joint Counseling Debate"-Skills Development | |
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| "What Do I Get for Role-Playing?"- Negotiating Close to Home | |
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| Major Assignments | |
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| Phyllis's Case | |
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| Methadone Maintenance Case | |
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| Mediation | |
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| Approaches to Mediation | |
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| Voluntary | |
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| Confidential | |
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| Nonadversarial | |
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| Neutral Third Party | |
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| Equal Bargaining Power | |
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| Mutually Satisfying Agreement | |
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| Ways Helping Professionals Can Use Mediation | |
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| Emergent Mediation | |
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| Contractual Mediation | |
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| Mediation between Individuals: A Case Illustration | |
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| Preparation | |
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| Orientation to Mediation | |
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| Issue Definition | |
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| Exploring Needs and Interests | |
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| Negotiation and Problem Solving | |
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| Finalizing an Agreement | |
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| Follow-up | |
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| Comparing Mediation with Interventions of Other Helping Professions | |
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| Cultural Issues | |
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| Clients from Differing Cultures | |
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| Mediator's Culture | |
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| Values | |
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| Knowledge and Process | |
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| Skills | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| Role-Plays: General Instructions | |
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| "Dias Divorce"-Preparation | |
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| "Parking Perils"-Orientation to Mediation | |
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| "Mutually Noisy Neighbors"- Issue Definition | |
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| "Antidisciplinary Team"-Exploring Interests and Needs | |
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| "Sequels"-Negotiation and Problem Solving | |
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| Finalizing an Agreement | |
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| Follow-Up | |
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| "Touchy Issue"-Empowerment and Power Balancing | |
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| "Family Planning"-Cultural Interpreter | |
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| Four Cases of Emergent Mediation | |
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| Major Assignments | |
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| Gun Prohibition Case | |
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| Messy Estate Dispute (The MED Case) | |
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| Group Facilitation | |
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| Types of Groups | |
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| Group Stages | |
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| Challenges to Group Process | |
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| Different Agendas | |
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| No Focus | |
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| Domination | |
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| Interruptions | |
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| Silence | |
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| Lost Attention | |
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| Difficulty Listening to Others | |
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| Others Put on Defensive | |
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| Not Saying What They Think | |
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| Confusion about Decisions | |
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| Group Facilitation Skills and Activities | |
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| Approaches to Facilitation | |
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| Debate | |
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| Dialogue | |
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| Problem Solving | |
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| Identity | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Professionals and Paraprofessionals"- Skill Development | |
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| "Weighty Problem"-Debate and Dialogue | |
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| "Clients and Staff"-Problem Solving and Identity | |
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| Major Assignments | |
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| Process Analysis of a Real Conflict | |
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| Advocacy | |
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| Approaches to Advocacy | |
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| Relationship between Advocates and Decision Makers | |
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| Ally | |
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| Neutral | |
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| Adversary | |
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| Advocacy Activities | |
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| Helping Clients Advocate on Their Own Behalves | |
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| Advocating on Behalf of Clients | |
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| Power | |
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| Expert Power | |
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| Associational Power | |
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| Resource Power | |
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| Procedural Power | |
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| Legitimate Power | |
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| Sanction Power | |
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| Nuisance Power | |
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| Habitual Power | |
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| Moral Power | |
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| Personal Power | |
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| Inventory of Advocacy Skills and Activities | |
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| Ethical Issues | |
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| Legal and Professional Restrictions | |
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| Agency Mandate | |
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| Individual versus Group Interests | |
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| Client Authorization | |
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| Professional Values | |
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| Futile Causes | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Ice Cream Aliens"-Assessing Decision Makers | |
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| "Perry's Parole"-Oral and Written Skill Development | |
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| "Workfare Case"-Skill Development | |
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| Major Assignments | |
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| Antidiscrimination Protest Case | |
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| To Hold or Not to Hold | |
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| Helga's Heart | |
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| Archie's Adoption | |
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| Additional Third-Party Interventions | |
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| Fact Finding | |
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| Trust Building | |
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| Peacebuilding | |
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| Parenting Coordination | |
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| Family Group Conferencing | |
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| Spiritual Healing | |
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| Art | |
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| Ritual and Prayer | |
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| Deep Listening | |
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| Circles | |
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| Apology and Forgiveness | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| "Wet Foot, Dry Foot"-Deep Listening Practice | |
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| "Peyote Place"-When Rituals Clash | |
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| "Intern, Out of Turn"-Time to Apologize? | |
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| Major Assignments | |
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| Hurricane Xena | |
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| Mame and Fritz | |
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| Conclusion | |
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| Strategies, Techniques, Skills, Models, or Profession | |
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| Qualifications | |
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| Designing Conflict Resolution Systems | |
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| An Integrative Model of Practice | |
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| Supporting Development of Conflict Resolution | |
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| Training CR Practitioners | |
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| Public Education and Promotion | |
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| Planning and Developing CR Programs | |
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| CR Associations | |
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| Public Policy Development | |
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| Parting Thoughts | |
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| Key Points | |
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| Discussion Questions and Exercises | |
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| Decision Trees | |
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| Discussion Questions and Exercises | |
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| "Joint Decision Tree-Casey's Case" | |
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| "Penelope's AIDS Decisions" | |
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| Sample Assignment and Process Recording | |
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| Metaphoric Storytelling | |
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| "Seeking Creative Solutions" | |
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| "Strength from Weakness" | |
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| "How Fear Sounds Like Anger" | |
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| Creating Your Own Metaphors | |
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| Additional Resources | |
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| Journals | |
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| Research Institutes and Databases | |
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| Professional Associations | |
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| Videos | |
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| Codes of Ethics | |
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| Conflict Resolution Practice Opportunities | |
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| Glossary | |
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| References | |
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| Index | |