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Conflict and Communication

Conflict and Communication

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

April 2016 | 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.

Too advanced for undergraduate students.

Dr Paige Toller
School of Communication, Univ Of Nebraska At Omaha
October 24, 2022

I found another book more useful for the course

Mrs Tone Lindheim
Faculty of theology, diaconia and leadership studies, VID Specialized University (Oslo)
May 30, 2022
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

Sage College Publishing

You can purchase this book and request an instructor sample on our US College site:

Go To College Site