Introduction
Chapter 1 – Why are we even fighting? Defining and Analyzing Conflict
Types of Goals
SCARF Model
Conflict Management Styles
Using These Tools
Chapter 2 – Why don’t they just get it? Defining and understanding our differences
Personality and Conflict
Gender and Conflict
Values and Conflict
Perceptions and Attributions in Conflict
Improving Your Perceptions
Chapter 3 – Why aren’t they listening to me? Listening as a superpower and other important skills
The Listening Process
Listening Types
Listening Styles
Barriers to Effective Listening
Improving Listening Competence
Active Listening
I-Statements – Owning your Voice
Asking Great Questions
Framing and Reframing
Nonverbal Communication
Chapter 4 – Why don’t people read between the lines? Asserting yourself and speaking up for your beliefs and values
The Passive – Assertive – Aggressive Continuum
Drawing Boundaries – Developing Assertive Messages
Asserting your Emotions
Different Types of Assertions
When to NOT Assert
6 Step Assertion Process
Chapter 5 – Why are they (am I) so defensive? Getting your brain under control
Your Brain on Conflict
Getting Your Brain Under Control
Getting Their Brain Under Control
Chapter 6 – Why don’t people change? Delivering effective feedback for growth and change
Creating Messages that Get Heard
Giving Formal Feedback to Others
Receiving Formal Feedback
Chapter 7 – Why does conflict suck so much? Exploring vulnerability as a key element in conflict management
Key Terms
Resource List
Afterward
Making Conflict Suck Less: The Basics by ashleyorme is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, except where otherwise noted.