You are here

Conflict and Communication

Conflict and Communication

  • Fred E. Jandt - California State University, San Bernardino (Retired)

© 2017 | 272 pages | SAGE Publications, Inc

Conflict and Communication introduces students to important theories, key concepts, and essential research in the study of conflict, along with practical skills for managing conflict in their daily lives. Author Fred E. Jandt illustrates how effective communication can be used to manage conflict in relationships and within organizational and group contexts. Along with foundational coverage of conflict styles, mediation, and negotiation skills, the text also features new and emerging models of conflict management, including chapters examining the challenges of conflict between cultures, a chapter on family and organizations, information on both face-to-face and online bullying, a detailed step-by-step guide for mediation, and more emphasis on online dispute resolution.

Chapter 1: Conflict in Our Lives
Popular Attitudes about Conflict  
The Academic Study of Conflict  
Learning New Conflict Management Skills  
Listening and Empathy  
Chapter 2: Power and Conflict Styles
Definitions of Power Applied to Conflict  
Western Conflict Styles  
Non-Western Conflict Styles  
Conflict Coaching  
Chapter 3: Deconstructing Conflicts
Data Sources for Systematic Analysis  
Two Methods of Conflict Analysis  
Change-Oriented Conflict Analysis  
Sample Conflict Analysis  
Chapter 4: Culture and Conflict
The Concept of Culture  
Individualism and Collectivism  
High- and Low-Context Cultures  
The Concept of Face  
Intercultural Conflict  
Chapter 5: Negotiating Skills and Resolving Conflicts With Others
Negotiation Strategies  
Negotiation Tactics  
Negotiation Skills  
Negotiation Ethics  
Cultural Issues  
Conflict Coaching  
Chapter 6: Dealing With Anger, Aggression, and Bullying
Chapter 7: Mediation Skills
Development of Mediation  
Mediation in Indigenous Societies  
Styles of Mediation  
Conducting a Facilitative Mediation  
Mediation Ethics  
Applying Mediation Skills  
Chapter 8: Online Dispute Resolution
Limitations of Online Dispute Resolution  
Advantages of Online Dispute Resolution  
The Process of Online Dispute Resolution  
Closed-Circuit Television  
Social Media  
Chapter 9: Apologies, Forgiveness, and Reconciliation
Chapter 10: Conflict in Organizations and Families
Workplace Conflict  
Family Conflict  
Narrative Mediation  


Instructor Resource Site

Password-protected Instructor Resources include the following:

  • A Microsoft® Word test bank, is available containing multiple choice, true/false, short answer, and essay questions for each chapter. The test bank provides you with a diverse range of pre-written options as well as the opportunity for editing any question and/or inserting your own personalized questions to effectively assess students’ progress and understanding.
  • Lecture notes summarize key concepts on a chapter-by-chapter basis to help with preparation for lectures and class discussions.
Key features


  • Multiple cases studies within each chapter illustrate concepts and demonstrate application. The case studies draw upon examples from a variety of relevant fields where conflict is commonplace, including business, law and criminal justice, education, and the helping professions. Each case study is followed by questions to guide students in using the concepts.
  • End-of-chapter discussion questions and exercises, including role-plays, provide students with an opportunity to practice their conflict management and negotiation skills at the end of every chapter.
  • A chapter on Online Dispute Resolution (Chapter 8) introduces students to the growing area of online resolutions used to resolve millions of disputes annually.
  • A chapter on Conflict in Organizations and Families (Chapter 10) identifies sources and outcomes of organizational conflict and describes how family conflict is different from other types of conflict.

Sample Materials & Chapters

Chapter 7

Chapter 8

Preview this book

For instructors

Please select a format:

Select a Purchasing Option

Electronic version
Prices from
*180 day rental