Includes bibliographical references and index.

Pt. ONE Conflict Components --
ch. 1 The Nature of Conflict --
Interpersonal Conflict Depends on Interpersonal Communication --
Conflict Defined --
An Expressed Struggle --
Interdependence --
Perceived Incompatible Goals --
Perceived Scarce Resources --
Interference --
Why Study Conflict? --
Family Relationships --
Love Relationships --
The Workplace --
The Importance of Skill Development --
Preventing Destructive Conflict --
Understanding Destructive Conflict --
The Four Horsemen --
More Examples of Destructive Habits --
Escalatory Spirals --
Avoidance Spirals --
Your Opportunities --
Summary --
Key Terms --
Review Questions --
ch. 2 Perspectives on Conflict --
Your Personal History --
More Reflections on Your Specific History --
Your Worldview Affects How You Think and Feel About Conflict --
Negative Views of Conflict --
Positive Views of Conflict --
Insights from Metaphors --
Metaphors Reflecting Danger --
Listen and Learn from Metaphors --
Narratives Frame Conflict --
How Do You Perceive Specific Conflict? --
Don't Believe What You See --
At First --
Identify Your Filters --
Gender Biases --
Cultural Perspectives --
Summary --
Key Terms --
Review Questions --
ch. 3 Interests and Goals --
Types of Goals: TRIP --
Topic Goals: What Do We Want? --
Relational Goals: Who Are We to Each Other? --
Identity, or Face-Saving, Goals: Who Am I in This Interaction? --
Process Goals: What Communication Process Will Be Used? --
The Overlapping Nature of TRIP Goals --
Goals Change in Interaction --
Prospective Goals --
Transactive Goals --
Retrospective Goals --
Goal Clarity --
Clarify Your Goals --
Estimate the Other's Goals --
Collaborative Goals --
Summary --
Key Terms --
Review Questions --
ch. 4 Power: The Structure of Conflict --
Power Defined --
Personal Orientations to Power --
Power Denial --
A Relational Theory of Power --
Bases of Power --
Resource Control --
Interpersonal Linkages --
Communication Skills --
Expertise --
Power in Distressed Systems --
Assessing Your Relational Power --
Balancing Power Constructively --
High Power --
Low Power --
Metacommunication --
Summary --
Key Terms --
Review Questions --
ch. 5 Conflict Styles --
The Nature of Styles --
Assessing Your Styles --
Will You Avoid or Engage? --
Avoidance --
Avoidance and Culture --
The Avoid/Criticize Loop --
Avoidant Communication Strategies --
Dominating --
Threats --
Destructive Domination --
Verbal Aggressiveness and Verbal Abuse --
Compromise --
Obliging --
Integrating --
Cautions about Styles --
Beyond Styles: Violence --
Patterns of Violence --
Explanations for Violence --
Interaction Dynamics --
Flexibility Creates Constructive Conflict --
Being Stuck --
Are You Stuck? --
Summary --
Key Terms --
Review Questions --
ch. 6 Emotions in Conflict --
Introducing Emotion --
You Can't Ignore Emotions --
Misconceptions of Emotion in Conflict --
How Does Emotion Function in Conflict? --
A Model of Emotions --
Core Concerns: Organizing Positive Emotions --
Finding Feelings --
Functions of Negative Emotions --
Shame, Guilt, and Regret --
Functions of Positive Emotions --
The Mid-Range: Zone of Effectiveness --
Mindfulness: Thinking About Feelings --
Personal Responsibility for Emotional Transformation --
Summary --
Key Terms --
Review Questions --
pt. TWO Special Applications --
ch. 7 Analyzing Conflicts --
Macro-Level Analysis --
Systems Theory --
Complex Conflict Patterns --
Micro-level analysis of Conflict Systems --
Interaction Rules --
Microevents --
Comprehensive Guides --
Conflict Assessment Guide --
Difficult Conversations Guide --
Summary --
Key Terms --
Review Questions --
ch. 8 Interpersonal Negotiation --
Negotiation in Everyday Life --
Negotiation and Culture --
Constructive Argumentation: Test Ideas, Not People --
Approaches to Negotiation --
Competitive Negotiation --
Assumptions --
Communication Patterns in Competitive Negotiation --
Disadvantages of Competitive Negotiation --
Integrative Negotiation --
Assumptions --
Seven Elements of Principled Negotiation --
What Makes Implementing the Core Concerns So Difficult? --
Balancing Power --
Concern for the Relationship: Self and Other --
Coaching for Integrative Negotiators: Putting It into Practice --
Disadvantages of Integrative Bargaining --
The Language of Integration --
Competitive and Integrative Phases --
Summary --
Key Terms --
Review Questions --
ch. 9 Third-Party Intervention --
The Need for Third Parties --
Advantages of Using Skilled Third Parties --
Informal Help --
Conditions for Helping --
Cautions about Informal Intervention --
Formal Intervention --
The Intervention Continuum --
When the Parties Decide --
When an Outsider Decides --
Summary --
Key Terms --
Review Questions --
ch. 10 The Practice of Forgiveness and Reconciliation --
Forgiveness and Reconciliation in the Context of Interpersonal Conflict --
Some Definitions --
What's to Forgive? --
Some Misconceptions about Forgiveness --
When There Is an Imbalance of Power --
The Matter of Memory --
Decision or Process? --
How Process May Lead to Decision --
Getting Stuck: Eddies in the River --
The Personal and Interpersonal Dimensions of Forgiveness --
Implied Forgiveness --
Gestures --
Communicating Forgiveness Directly --
The Value and Limits of Apology --
Final Thoughts on Apology --
Switching the Point of View: Receiving Forgiveness and Forgiving Oneself --
Reconciliation: A Late Stage in the Journey --
Insights from History, Politics, and Literature --
The Strand of Truth --
The Strand of Forbearance --
The Strand of Empathy --
Commitment to the Relationship out of Awareness of Our Interdependence --
The Tie That Binds: A Multicultural Example from Hawaii --
Conclusion --
Summary --
Key Terms --
Review Questions.

Explains the key dynamics of personal conflicts that we all face. This title examines the central principles of effective conflict management in a wide variety of contexts - whether at home or on the job. Its combination of research and examples gives students a theoretical and practical foundation in conflict management.

College of Business and Accountancy Bachelor of Science in Business Administration Major in Human Resource Mgt

Text in English