The Second Edition of this classic resource on conflict resolution combines research, conceptual models, practitioner experience, and stories that highlight the core conflict competencies. The book underscores the importance for leaders to develop the critical skills they need to help them, their colleagues, and their organizations deal more effectively with conflict and move their organizations forward. This new edition expands on the conflict competence model, includes new tools and techniques, shows how to develop conflict competent teams and organizations, and offers a new online assessment.

New to this edition: Expanded chapter on conflict competence model  Expanded chapter on role of emotions in conflict with tools/techniques that leaders can use to manage their own emotions.   New chapter on the leader’s role in developing conflict competent teams as well as creating conflict competent organizations.   New Online ASsessment: 20 question online version of the hot buttons component of the CDP