Dealing with Disputes and Conflict

Dealing with Disputes and Conflict: A Self-Help Tool-Kit for Resolving Arguments in Everyday Life offers accessible and practical strategies and solutions to guide untrained mediators and readers on effective ways to resolve disputes and conflict, across a wide range of dispute contexts. Drawing together psychological and social scientific theories, the author offers clear guidance for managing conflict in everyday life, ranging from experiences at work, with the community or at home. This book defines mediation practice, its key principles, and how it is structured and implemented, and offers practical strategies based on key theories, including Transactional Analysis. Tony Whatling draws on his extensive experience as a professional mediator, consultant, trainer and author, to create this valuable practical guide. Including a toolbox outlining core skills and strategies applied by trained practitioners, the book covers important elements in conflict resolution, such as apology, reconciliation, the importance of listening and concentration, and what to try when disputants do not respond. Case studies from various contexts are featured, giving readers the tools they need when faced with disputes relating to situations such as divorce and workplace disagreements. Exploring the building blocks of dispute management through an engaging and clear tone, this text is ideal for mediators, dispute resolution specialists, volunteers, community leaders, medical staff and anyone embarking on a career in mediation, as well as individuals hoping to resolve conflict in their own lives.

Tony Whatling has a professional background in childcare, adult mental health, family therapy, team management and ten years of experience as Head of the Social Work Education Department of Cambridge University. He has over 30 years of experience as a mediator, professional practice consultant and trainer, and has trained hundreds of mediators in family, community, health care complaints, victim-offender and workplace mediation contexts. A founder member of the UK College of Mediators, he has published two books on mediation practice and over 40 professional journal articles.

1 Defining Mediation, Its Fundamental Principles, Styles and Typical Stages of the Process 2 Some Common Theories Summarised 3 One Particular Interpersonal Communication Theory for LM Practice 4 What Are the Known Attributes of Effective Mediators? 5 What Skills and Strategies Do Trained Mediators Use and What Is the Difference between a Skill and a Strategy? 6 Looking in Detail at What These Dispute Resolution Skills in the Mediators' Toolbox Are, and What Effect They May Have When Used Strategically 7 Some Additional Strategic Interventions beyond the Core Toolbox Skills 8 The Power of Apology and Reconciliation in Mediation 9 Some Contemporary Issues and Dealing with Social Media Communication Conflicts 10 Some Cautionary Concerns Such as Ensuring Safe Practice 11 Some Important Cautionary Warnings to Bear in Mind 12 Buying What We Sell Matters: To What Extent Do Mediators Apply Their Principles and Professional Expertise to the Management of Conflict in Their Own Daily Lives? 13 Some Illuminative Case Examples from Different Dispute Contexts 14 Conclusions