Gary T. Furlong breaks down the complex interactions that accompany interpersonal conflicts into understandable units and
introduces eight models for resolving differences. Because Furlong devotes a single chapter to each model, his book is a useful reference. Experienced mediators can dip in as needed or flip rapidly between examples. It would also make a good textbook, although students may find some of Furlong’s explanations of the nature of conflict overly
complicated – and his diagrams only make the problem worse. getAbstract recommends this book to conflict-
resolution specialists, human-resource managers, and students and their teachers who are looking for guidance through rocky employee-interaction terrain.