3rd Edition
Personal Conflict Management Theory and Practice
List of Toolbox Resources
List of Cases
Preface
Acknowledgments
SECTION I: The Nature of Interpersonal Conflict and Its Causes
1. Conflict in Everyday Life: An Introduction
What Is Interpersonal Conflict?
Interpersonal Conflict Is Different From Argument, Persuasion, or Compliance‑Gaining
Seven Assumptions About Interpersonal Conflict
Beneficial Aspects of Interpersonal Conflict
Summary
Chapter Resources
2. Causes and Explanations for Conflict
Conflict Topics Are Not Necessarily Conflict Causes
Conflict Behaviors Are Motivated by Reasons That Make Sense
Conflict Behaviors are Learned
Goal Interference Causes Conflict
Four Main Goals During Conflict
Understanding the Causes of Conflict through Theory
Theories Influencing Conflict Management Studies
Summary
Chapter Resources
3. Competitive and Cooperative Conflict Approaches
The Competitive Perspective
The Cooperative Approach
Interests Versus Positions
Applications of Patterns of Competitive and Cooperative Conflict
Which Approach to Conflict Is Best?
Constructive and Destructive Conflict
Supportive and Defensive Climates
Summary
Chapter Resources
4. Sociocultural Context and Conflict
Sex and Gender
Race
Age and Generation
The Taking of Privilege
Mastering Conflict Management Research
Summary
Chapter Resources
5. How Power and Trust Affect Conflict
Power
Trust
Summary
Chapter Resources
SECTION II: Conflict Management Skills
6. Listening
The Listening Process
Barriers to Effective Listening
Listening in Competitive and Cooperative Bargaining
Types of Listening
Eight Steps for Effective Listening During Conflict
Summary
Chapter Resources
7. Personality Traits Related to Conflict and Intrapersonal Conflict
What Is a Conflict Style?
Personality Styles
Conflict Management Styles
Three Conflict Management Strategies
Conflict Styles Across Cultures
Communication Styles That Impact Conflict
Conversational Style
Personality Variables Related to Conflict
Intrapersonal Conflict
Transforming Dysfunctional Communication
Summary
Chapter Resources
8. Negotiation
What Is Negotiation?
Contrasting Approaches to Negotiation
Negotiation Framing
Competitive Negotiation
Cooperative Negotiation
The Choices Negotiators Make
When Is It Better Not to Negotiate?
Summary
Chapter Resources
9. Mediation
Approaches to Solving Conflict
Conflict Coaching
Third-Party Resolution Processes
Mediation
Mediator Approaches
E-Mediation
The Balanced Model of Mediation
Problem Solving
Summary
Chapter Resources
10. Conflict Assessment
Understanding Conflict Comprehensively
Simpler Conflict Analysis Tools
Comprehensive Conflict Analysis Tools
Transformation Is the Key to Changing Conflict
Summary
Chapter Resources
SECTION III: Conflict in Context
11. Managing Difficult People in Conflict and the Aftermath of Conflict
Bullying
Causes of Bullying
The Bullying Process
Strategies for Victims
Managing the Aftermath of Conflict: Anger, Apologies, Forgiveness and Reconciliation
Anger
Anger and Strong Emotions
Apologies
Forgiveness
Reconciliation
Summary
Chapter Resources
12. Families and Conflict
The Family as a Communication System
Conflict Processes and the Family
Privacy Management
The Dark Side of Family Conflict
Conflict Management Skills for Families
Summary
Chapter Resources
13. Conflict in Romantic Relationships and Friendships
Romantic Relationships and Conflict
Conflict Topics Among Intimates
Conflict in Relationships: Good or Bad?
When Conflict Turns Violent
Friendship and Roommate Conflict
Relationship Maintenance and Conflict Among Romantic Partners and Friendships
Summary
Chapter Resources
14. Conflict at the Workplace
The Workplace Is a Unique Context
Workplace Communication
The Nature of Groups
Conflict in the Work Setting
Preventing and Managing Conflict at Work
Summary
Chapter Resources
15. Intercultural Conflict
Culture
Intercultural Interpersonal Relationships
Media and Intercultural Conflict
Theories Related to Intercultural Conflict
New Media and Intercultural Conflict
Summary
Chapter Resources
16. Conflict and Social Media
The World of Social Media
Theories of Online Behavior
Summary
Chapter Resources
Glossary
Index
Biography
Amy Janan Johnson is a Professor in the Department of Communication at the University of Oklahoma, USA.
Ioana A. Cionea is an Associate Professor in the Department of Communication at the University of Oklahoma, USA.
Suzanne McCorkle is a Professor Emerita at Boise State University, USA.
Melanie J. Reese is a Professor Emerita at Boise State University, USA.
