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


256 pages
Contains Illustrations, Index
ISBN 0-470-83517-6
DDC 303.6'9




Reviewed by Louise Karch

Louise Karch is a career consultant with Carswell Partners in London, Ontario.


Written by a chartered mediator, this book provides those faced with the
daunting task of negotiating conflict with eight models for diagnosing
the situation and strategizing the best approach. Each chapter outlines
a conflict resolution model, explains how to make a diagnosis using that
model, shows the strategic direction that the model suggests, applies
the model to a case study (used throughout the book), includes a
practitioner’s worksheet for the model with astute questions, and
concludes with a different case study to show how the model worked.

Drawn from leading experts, the eight models are The Circle of
Conflict, The Triangle of Satisfaction, The Boundary Model, The
Interests/Rights/Power Model, The Dynamics of Trust, The Dimensions
Model, The Social Styles Model, and The Moving Beyond Conflict Model.
Furlong’s tales of conflict resolution at the conclusion of each model
give the reader insight into the craft and art of negotiations.

The technique of using one complex yet common workplace drama as the
foil to illustrate all eight models works extremely well. The ordering
of each model reveals the layers of the dynamics, from interests and
rights to power and personality, and everything in between. Each model
is also evaluated for its diagnostic and strategic power.

It is a delight when a book over-delivers on its promise. The Conflict
Resolution Toolbox is a major contribution to the negotiations field.


Furlong, Gary T., “The Conflict Resolution Toolbox: Models and Maps for Analyzing, Diagnosing, and Resolving Conflict,” Canadian Book Review Annual Online, accessed June 21, 2024,