The Conflict Resolution Toolbox, 2nd Edition


Models and Maps for Analyzing, Diagnosing, and Resolving Conflict

Gary Furlong

In real-life conflict resolution situations, one size does not fit all. Just as a mechanic does not fix every car with the same tool, the conflict resolution practitioner cannot hope to resolve every dispute using the same technique. Practitioners need to be comfortable with a wide variety of tools to diagnose different problems, in vastly different circumstances, with different people, and resolve these conflicts effectively.

The Conflict Resolution Toolbox gives you all the tools you need: eight different models for dealing with the many conflict situations you encounter in your practice. It shows mediators, negotiators, managers, and anyone needing to resolve conflict how to simply and effectively understand and assess the situations of conflict they face. And it goes a step further, offering specific, practical guidance on how to intervene to resolve the conflict successfully.

Updated with new chapters (based on reader and colleague feedback), a new foreword, and a new introduction, the remaining chapters will also be updated as needed to be more ”current” (updated examples, stories, case studies, etc.).


“I have been using and recommending The Conflict Resolution Toolbox since its first edition. It is rare to find a resource with such practical tools in a field that is so concrete, but often struggles to bridge theory and practice. In this increasingly complex world, it is vital to have models to resort to when we reach impasse in conflict. I recommend The Conflict Resolution Toolbox to anyone engaged in resolving conflicts in any discipline.”
—Martha E. Simmons, JD, LLM, PHD, Academic Director, Winkler Institute of Dispute Resolution and Director, Mediation Clinic and Intensive Program, Toronto, Canada

“We all know one thing about conflict: It is messy! Furlong’s models offer mediators, facilitators, lawyers, psychotherapists and others ‘a leg up’ in more swiftly figuring out what is going on and what is needed. Furlong does not offer up a single ‘truth’, style or theory, so much as a collection of effective tools that professionals, groups and families can use to better understand what they are experiencing and how they can approach achieving better results. Highly recommended!”
—James C. Melamed, JD, CEO,

“Gary Furlong has done it again! A long-time leader in the conflict resolution field, Gary has added two new ‘power tools’ to what was already the essential conflict resolution toolkit. His new chapters in this Second Edition deal with ‘The Law of Reciprocity’ and ‘Loss Aversion Bias’. I am proud and thankful to add this book to my already growing conflict resolution bookcase, knowing that this is a volume I will go to again and again. I highly recommend it for anyone in the field.”
—Rick Weiler, Mediator, Arbitrator, Weiler ADR Inc., Ottawa, Canada

“Gary Furlong uniquely provides invaluable, practical tools that help in understanding, preventing, and resolving conflict. This is a must-have reference book for anyone who cares about mitigating the role destructive conflict plays in our professional and personal lives and finding strategic benefit in tools that work. Gary has created a book that is both aspirational and practical. It’s so challenging to create simple-to-use tools supported by complex concepts and Gary does this better than anyone.”
—Joshua A. Gordon, JD, MA, Arbitrator for the Court of Arbitration of Sport, Senior Practitioner at the Sports Conflict Institute, and Woodard Family Foundation Fellow Senior Instructor of Sports Business at the University of Oregon Lundquist College of Business

Available on backorder


Item #: 1119717584