Cover Page -- Title Page -- Copyright Page -- Contents -- Acknowledgments -- Part I Introduction -- Chapter 1 The Joy of Conflict -- Conflict Defined -- Conflict in the Workplace -- Drawing from My Own Experience -- How We Think About Conflict -- Overview of the Book -- Chapter 2 What Gets in Our Way? -- Fear as a Stumbling Block -- Blame as a Stumbling Block -- Assumptions as Stumbling Blocks -- Habits as Stumbling Blocks -- Part II Understanding The Dynamics of Conflict -- Chapter 3 What We need: The Satisfaction Triangle -- Substance Satisfaction -- Process Satisfaction -- Emotional Satisfaction -- Chapter 4 Where We are: Levels of Conflict -- The Five Levels of Conflict -- Strategies for Each Conflict Level -- Chapter 5 How We Respond: Approaches to Conflict -- Avoiding -- Accommodating -- Directing -- Compromising -- Collaborating -- Chapter 6 Who We are: Cultural Considerations -- Culture Defined -- Five Dimensions of Cultural Difference -- Power and Culture -- Chapter 7 What We are Arguing about Matters: Sources of Conflict -- Information -- Interests -- Structural Conflicts -- Values -- Relationships -- Part III Keys to Resolving Conflict -- Chapter 8 Building Trust -- Components of Trust -- How to Wreck Trust -- How to Build Trust -- How to Rebuild Trust -- Chapter 9 Apology and Forgiveness -- Apology Offered -- Forgiveness Granted -- Chapter 10 Rethinking Anger -- The Physiology of Emotions -- How to Manage Your Own Anger -- How to Respond to Someone Else's Anger -- Anger and Violence in the Workplace -- Chapter 11 A Sense of Humor -- Keeping Things in Perspective -- As Simple as a Smile -- Cautions on the Use of Humor -- Chapter 12 Time -- Patience Is a Virtue -- Time to Process Feedback -- Time as a Face-Saving Tool -- Time to Check It Out -- The Right Time -- Part IV Putting It all Together.

Chapter 13 Reaching Agreement: A Solution-Seeking Model -- A Four-Step Process -- Prepare -- Discover -- Consider -- Commit -- Chapter 14 Listening is the Place to Start -- What Keeps Us from Listening? -- The Three C's: Calm. Courage. Curiosity. -- What Are You Listening For? -- The Listener's Tools -- Chapter 15 Saying What Needs to be Said -- Know Yourself First -- Frame the Situation Accurately -- Speak to Be Heard -- More Powerful Persuasion -- What to Avoid When You Are Talking -- Chapter 16 The Challenge of Electronic Text Communication -- The Good, the Bad, and the Ugly -- When Not to Use Electronic Communication -- How to Write an E-Mail -- A Word About Social Networking (Facebook and Twitter) -- Bibliography -- Index.