| List of Abbreviations | xi |
| About the Authors | xiii |
| Foreword | xv |
| Preface | xvii |
| Chapter 1: Introduction to Conflict: A Contemporary Notion | 1 |
| 1.1. | What is Conflict? | 2 |
| 1.2. | Conflict Life Cycle | 3 |
| 1.3. | Speculating Nature of Conflict: Various Schools of Thought | 4 |
| 1.4. | Is Conflict Always Harmful? | 5 |
| 1.5. | Diagnosis of Conflict | 7 |
| 1.6. | Sources of Conflict | 8 |
| 1.7. | Case 1.1: Role Clarity and Conflict | 11 |
| 1.8. | Part A (Self-assessment) | 11 |
| 1.9. | Part B (Review Questions) | 13 |
| 1.10. | Part C (Glossary) | 14 |
| 1.11. | Activity 1.1: Active Listening Game | 14 |
| 1.12. | Activity 1.2: Group Discussion | 14 |
| 1.13. | Activity 1.3: Assessing Your Preconceived Notion | 14 |
| Chapter 2: Levels of Conflict: How Profound Can it Be? | 15 |
| 2.1. | Intra-personal Conflict | 16 |
| 2.2. | Inter-personal Conflict | 19 |
| 2.3. | Intra-group Conflict | 19 |
| 2.4. | Inter-group Conflict | 20 |
| 2.5. | Intra-organizational Conflict | 20 |
| 2.6. | Inter-organizational Conflict | 21 |
| 2.7. | Case 2.1: Sarah’s Struggle | 22 |
| 2.8. | Activity 2. | 122 |
| 2.9. | Part A (Self-assessment) | 23 |
| 2.10. | Part B (Review Questions) | 25 |
| 2.11. | Part C (Glossary) | 25 |
| Chapter 3: How Does a Conflict Occur? Genesis, Stages, and Process | 27 |
| 3.1. | Stage I: Potential Opposition or Incompatibility | 28 |
| 3.2. | Stage II: Cognition and Personalization | 30 |
| 3.3. | Stage III: Intentions | 31 |
| 3.4. | Stage IV: Behavior | 31 |
| 3.5. | Stage V: Outcome | 31 |
| 3.6. | Caselet 3. | 133 |
| 3.7. | Caselet 3. | 234 |
| 3.8. | Caselet 3. | 334 |
| 3.9. | Caselet 3. | 434 |
| 3.10. | Part A (Self-assessment) | 35 |
| 3.11. | Part B (Review Questions) | 36 |
| 3.12. | Part C (Glossary) | 37 |
| Chapter 4: Uncovering Styles of Conflict Management | 39 |
| 4.1. | Conflict Management Style | 40 |
| 4.2. | Importance of Understanding Conflict Management Styles | 46 |
| 4.3. | Case Study 4. | 147 |
| 4.4. | Part A (Self-assessment) | 47 |
| 4.5. | Part B (Review Questions) | 49 |
| 4.6. | Part C (Glossary) | 49 |
| 4.7. | Activity 4. | 149 |
| Chapter 5: Personality and Conflict: How are They Inter-connected? | 51 |
| 5.1. | Conflict Management: Role of Big Five Personality Traits | 52 |
| 5.2. | Role of Personality in Influencing Conflict Management Styles | 55 |
| 5.3. | Unraveling the Role of Transactions and Transactional Analysis in Conflict Management | 56 |
| 5.4. | Caselet 5. | 162 |
| 5.5. | Activity 5. | 162 |
| 5.6. | Part A (Self-assessment) | 62 |
| 5.7. | Part B (Review Questions) | 63 |
| 5.8. | Part C (Glossary) | 64 |
| Chapter 6: Conflict Resolution: Initial Reactions and Strategies | 65 |
| 6.1. | Dimensions of Conflict Resolution | 66 |
| 6.2. | Managing Different Levels of Conflict | 68 |
| 6.3. | Case 6. | 174 |
| 6.4. | Part A (Self-assessment) | 75 |
| 6.5. | Part B (Review Questions) | 75 |
| 6.6. | Part C (Glossary) | 76 |
| Chapter 7: Resolving Interpersonal and Intergroup Conflict Through RAT and RNT | 77 |
| 7.1. | Role Analysis Technique | 78 |
| 7.2. | Role Negotiation Technique | 80 |
| 7.3. | Activity 7. | 182 |
| 7.4. | Part A (Self-assessment) | 82 |
| 7.5. | Part B (Review Questions) | 84 |
| 7.6. | Part C (Glossary) | 84 |
| Chapter 8: Negotiation: Bringing Conflict to a Negotiation Table | 85 |
| 8.1. | Definition | 85 |
| 8.2. | Objectives of Negotiation | 86 |
| 8.3. | Types of Negotiation | 87 |
| 8.4. | Negotiation Versus Bargaining | 88 |
| 8.5. | Process of Negotiation | 88 |
| 8.6. | Types of Negotiators | 92 |
| 8.7. | Case Study 8.1: Labor Dispute | 94 |
| 8.8. | Part A (Self-assessment) | 94 |
| 8.9. | Part B (Review Questions) | 95 |
| 8.10. | Part C (Glossary) | 96 |
| Chapter 9: Negotiation Temperaments: An Overview | 97 |
| 9.1. | Introduction | 97 |
| 9.2. | Four Key Negotiating Temperaments | 100 |
| 9.3. | Activity 9. | 1104 |
| 9.4. | Part A (Self-assessment) | 105 |
| 9.5. | Part B (Review Questions) | 106 |
| 9.6. | Part C (Glossary) | 106 |
| Chapter 10: Rules for Effective Negotiation: Do’s and Don’ts | 107 |
| 10.1. | Negotiation Failure | 107 |
| 10.2. | Reasons for Negotiation Failure | 110 |
| 10.3. | Rules for Effective Negotiation | 112 |
| 10.4. | Case Study 10.1: The Lodi Corporation Labor Dispute | 113 |
| 10.5. | Part A (Self-assessment) | 115 |
| 10.6. | Part B (Review Questions) | 116 |
| 10.7. | Part C (Glossary) | 116 |
| Chapter 11: Role of Perception in Negotiation | 117 |
| 11.1. | Role of Perception in Negotiation | 118 |
| 11.2. | Process of Perception in Negotiation | 120 |
| 11.3. | Perceptual Errors Affecting Negotiation | 121 |
| 11.4. | Managing Perception for Effective Negotiation | 123 |
| 11.5. | Part A (Self-assessment) | 125 |
| 11.6. | Part B (Review Questions) | 126 |
| 11.7. | Part C (Glossary) | 127 |
| 11.8. | Activity 11.1: Role Play “The Negotiation Game” | 127 |
| 11.9. | Activity11.2: Group Project: “Negotiation and Perceptual Errors” | 127 |
| Chapter 12: Team Negotiation | 129 |
| 12.1. | Features of Team Negotiation | 130 |
| 12.2. | Application | 131 |
| 12.3. | Various Roles in Team Negotiations | 132 |
| 12.4. | Advantages of Team Negotiation | 133 |
| 12.5. | Challenges of Team Negotiation | 134 |
| 12.6. | Process of Team Negotiation | 135 |
| 12.7. | Ensuring Effectiveness in Team Negotiation | 135 |
| 12.8. | Caselet 12.1: Team Negotiation with a Diverse Team | 136 |
| 12.9. | Activity 12.1: Team Negotiation and Diversity | 137 |
| 12.10. | Part A (Self-assessment) | 137 |
| 12.11. | Part B (Review Questions) | 138 |
| 12.12. | Part C (Glossary) | 139 |
| Chapter 13: Negotiation Skills: How to Stay Stronger in Negotiation | 141 |
| 13.1. | Introduction | 141 |
| 13.2. | Types of Negotiation Skills | 142 |
| 13.3. | Importance of Negotiation Skills | 146 |
| 13.4. | Situations in Which Negotiation Skills Can Be Applied? | 148 |
| 13.5. | Part A (Self-assessment) | 150 |
| 13.6. | Part B (Review Questions) | 151 |
| 13.7. | Part C (Glossary) | 151 |
| Chapter 14: BATNA: Reserving Alternatives and Back Up | 153 |
| 14.1. | Introduction and Concept | 154 |
| 14.2. | Benefits of BATNA | 155 |
| 14.3. | How to Decide a BATNA? | 157 |
| 14.4. | Boosting Up Your BATNA | 157 |
| 14.5. | Rules for a Robust BATNA | 158 |
| 14.6. | Why BATNA is Essential | 158 |
| 14.7. | Challenges of BATNA | 158 |
| 14.8. | Part A (Self-assessment) | 159 |
| 14.9. | Part B (Review Questions) | 160 |
| 14.10. | Part C (Glossary) | 160 |
| 14.11. | Activity 14.1: BATNA in a Job Negotiation | 161 |
| Chapter 15: Post-negotiation Process: Evaluation and Introspection | 163 |
| 15.1. | Assessing the Effectiveness of Negotiation Process | 167 |
| 15.2. | Post-negotiation Evaluation Questionnaire | 167 |
| 15.3. | PEP (Personal Excellence Progress) | 169 |
| 15.4. | Part A (Self-assessment) | 170 |
| 15.5. | Part B (Review Questions) | 171 |
| 15.6. | Part C (Glossary) | 171 |
| Chapter 16: Third-party Interventions: When Negotiation Doesn’t Work | 175 |
| 16.1. | Forms of Third-party Intervention in Conflict Management | 176 |
| 16.2. | Part A (Self-assessment) | 181 |
| 16.3. | Part B (Review Questions) | 183 |
| 16.4. | Part C (Glossary) | 184 |
| 16.5. | Role Play: Resolving Conflict Through Mediation | 184 |
| Chapter 17: Changing Dimensions of Conflict Management: Digital Technology and Artificial Intelligence | 185 |
| 17.1. | Role of Digital Technology and AI in Conflict Resolution | 186 |
| 17.2. | Models of ODR | 193 |
| 17.3. | Merits of ODR | 194 |
| 17.4. | Challenges of ODR | 195 |
| 17.5. | Part A (Self-assessment) | 197 |
| 17.6. | Part B (Review Questions) | 198 |
| 17.7. | Part C (Glossary) | 198 |