The 7 Principles of Conflict Resolution

Table of contents

1. Cover
2. Title page
3. Contents
4. About the author
5. Introduction
6. PART 1 THE THEORY: UNDERSTANDING CONFLICT RESOLUTION
   1. 1 What you need to know about conflict
   2. 2 The language of early conflict resolution
   3. 3 Mediation: What it is and why it works
7. PART 2 THE PRACTICE: THE 7 PRINCIPLES OF EARLY CONFLICT RESOLUTION
   1. 4 Principle 1: Acknowledge the conflict
   2. 5 Principle 2: Take control of your response
   3. 6 Principle 3: Apply the resolution framework for difficult conversations (Stage 1)
   4. 7 Principle 3: Apply the resolution framework for difficult conversations (Stage 2)
   5. 8 Principle 4: Manage the resolution – the soft mediation assignment
   6. 9 Principle 5: Build a culture of early conflict resolution
   7. 10 Principle 6: Walk the walk – using conflict resolution tools in everyday life
   8. 11 Principle 7: Engage the safety net – what to do when informal conflict resolution doesn’t work
8. PART 3 MAKING A SUCCESS OF CIVIL, COMMERCIAL OR EMPLOYMENT MEDIATION
   1. 12 Getting the mediation process off the ground
   2. 13 Preparing for mediation
   3. 14 Becoming a mediator
9. APPENDICES
   1. Appendix 1: Employee questionnaire
   2. Appendix 2: Director/team lead questionnaire
   3. Appendix 3: Head of legal/HR/finance questionnaire
   4. Appendix 4: Client/stakeholder questionnaire
10. Index
11. Endorsements
12. Imprint