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Managing Conflict through Communication, 3/E
Dudley D. Cahn, State University of New York, New Paltz
Ruth Anna Abigail, Azusa Pacific University

ISBN-10: 0205458807
ISBN-13: 9780205458806

Publisher: Allyn & Bacon
Copyright: 2007
Format: Paper; 336 pp
Published: 02/27/2006

Suggested retail price: $86.00
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With a strong theoretical and research base, Managing Conflict Through Communication provides the most complete coverage of the study of conflict available on the market.

 

Each chapter builds on the previous to help students better understand and deal effectively with conflict. The extensive use of narratives and case studies make the material accessible and interesting. Discussion questions and exercises throughout the text provide a basis for classroom discussion as well as practical applications of concepts.

  • Most comprehensive coverage of topics available in the market, including anger, stress, and important management and collaborative techniques, offering students a complete picture of this field of study.
  • Narratives and case studies, drawn from real experiences and reported by people from a variety of ages, ethnic groups, and occupations, help to illustrate important concepts.
  • Introduces students to more topics associated with “the dark side of interpersonal communication,” such as abusive relationships, interpersonal violence, verbal aggression, and other negative social actions and destructive conflict management and resolution behaviors.
  • Entire chapter on forgiveness (Ch. 13) after serious relational transgressions provides a framework on how to forgive.
  • Entire chapter on mediation (Ch. 14) enables students to apply formal principles of mediation to everyday conflicts among friends and family members.
  • Extended coverage (four chapters as opposed to one) of communication skills in conflict situations helps people deal with conflict in a more practical way.
  • Entire chapter on impression management (Ch. 12) gives additional attention to this important theoretical conflict issue.
  • Separation of the types of conflict from the process of managing the conflict allows for a better and more in-depth explanation of each area.

  • To keep current with the contemporary conflict research, the new edition includes recent studies that define and cover the entire subject of interpersonal conflict.
  • A new organization that is more practical and clearer with a progression in which early chapters are more practical and later chapters are more theoretical.  The third edition now has two parts: Part 1 “Understanding and Responding to Conflict” focuses on basic conflict and communication skills useful for managing and resolving everyday interpersonal conflicts; Part 2 “Theoretical Perspectives on Managing Conflicts” presents a more advanced theory of conflict built off of earlier chapters to better enable students to identify different processes that escalate or de-escalate conflict. 
  • New afterward, “The Ideal Conflict Manager” presents students with some of the ideal skills possessed by good conflict managers. 
  • The new edition offers updated examples and material that is more relevant to today’s students, including situations involving the use of cell phones, computers, and the Internet.

I. UNDERSTANDING AND RESPONDING TO CONFLICT.

1. Introduction to the Study of Conflict.

Defining Interpersonal Conflict.

We Generally View Conflicts Negatively.

The Inevitability of Conflict.

Defining Conflict Management.

Conflict Communication as Productive or Destructive.

2. Types of Conflict.

Types of Conflict.

Issues in Conflicts.

3. Responding to Conflict: The S-TLC System.

The S-TLC System.

Step 1 — Stopping: Taking Time Out!

Step 2 — Thinking about the Conflict: Analyzing Conflict Situations.

Step 3 — Listening in Conflict Situations.

Step 4 — Communicating in Conflict Situations.

4. Communication Options in Conflict Situations.

Conflict Communication Options.

Communication Considerations: Which Conflict Communication Option Is Best?

5. Conflict Styles, Strategies, and Tactics.

Conflict Styles v. Strategies.

Conflict Strategies and Tactics.

Collaboration: The Preferred Style.

6. Effectively Confronting Others.

Confrontation as a Conflict Communication Skill.

The Confrontation Ritual: Six Steps to Successful Interpersonal Conflict Resolution.

Doing Conflict Messages.

7. Cooperative Negotiation in Win-Lose Conflicts.

Negotiation Basics.

Some Research On Tactics and Strategies in Negotiation.

Principled Negotiation.

Converting Competitive Negotiation into Cooperation.

II. THEORETICAL PERSPECTIVES ON MANAGING CONFLICTS

8. Theories of Conflict.

Intrapersonal Theories of Conflict.

Relationship Theories of Conflict.

9. A Process View of Conflict: Phases, Stages, and Cycles.

Phase Theories of Conflict.

Patterns and Cycles in Constructive Conflict Processes.

Patterns and Cycles in Destructive Conflict Processes.

10. Conflict Climate: Power, Distrust, and Defensiveness.

Power Imbalance vs. Equality.

Distrust vs. Trust.

Supportive Behavior vs. Defensive Behavior.

11. The Escalation of Conflict: Stress and Anger.

Stress and the Escalation of Conflict.

The Process of Anger.

12. Impression Management in Conflict Situations.

Understanding the Demands of Face.

Preventive Facework.

Supportive Facework.

Corrective Facework.

13. After the Conflict: Forgiveness and Reconciliation. 

Relational Transgressions.

The Role of Forgiveness and Reconciliation in Conflicts.

Dimensions of Forgiveness.

Past Forgiveness: Reconciliation.

14. Mediation as Third Party Intervention in Everyday Conflicts.

Alternatives to Dispute Resolution.

Formal vs. Informal Mediation.

The Role of Mediator.

Mediators as Communication Rules Enforcers.

The Mediation Process: Step-by-Step

Afterward: The Ideal Conflict Manager.

With a strong theoretical and research base, Managing Conflict through Communication provides the most complete coverage of the study of conflict available on the market.

Each chapter builds on the previous to help students better understand and deal effectively with conflict. The extensive use of narratives and case studies makes the material accessible and interesting. Practical applications of concepts through discussion questions and exercises throughout the text provide a basis for classroom discussion.


New to the Third Edition

  • Includes recent studies that define and cover the entire subject of interpersonal conflict, keeping current with contemporary conflict research.
  • Is organized in a functional and clear style, progressing from more practical early chapters to more theoretical chapters.
  • Contains a new afterword, “The Ideal Conflict Manager,” presenting students with some of the ideal skills possessed by good conflict managers.
  • Offers updated examples, and material that is more relevant to today’s students, including situations involving the use of cell phones, computers, and the Internet.

Praise for Managing Conflict through Communication

“This text has stood out as the most readable of any competing book. I would enthusiastically use the revised text.”

–Mary L. Mohan, State University of New York, Geneseo

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