Preface.

Introduction: Eight Strategies to Move from Impasse to Transformation.

Strategy One: Change the Culture and Context of Conflict.

Strategy Two: Listen Actively, Empathetically, and Responsively.

Strategy Three: Acknowledge and Integrate Emotions to Solve Problems.

Strategy Four: Search Beneath the Surface for Hidden Meaning.

Strategy Five: Separate What Matters from What Gets in the Way.

Strategy Six: Stop Rewarding and Learn from Difficult Behaviors.

Strategy Seven: Solve Problems Creatively, Plan Strategically, and Negotiate Collaboratively.

Strategy Eight: Explore Resistance, Mediate, and Design Systems for Prevention and Resolution.

About the Authors.

Index.