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Conflict and Communication
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.
271 pages, Kindle Edition
Published March 22, 2016
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April 24, 2025
“This book acknowledges the inevitable presence of conflict in our lives and also the role of good communication in resolving conflict in order to help lead the reader to a healthier and happier life.”
Summary of Key Concepts from Conflict and Communication
Author: Fred E. Jandt
Purpose of the Book
Fred E. Jandt’s Conflict and Communication helps readers develop analytical and practical skills to understand, manage, and resolve conflict effectively. It emphasizes that conflict is a natural and inevitable part of life — and not necessarily negative. In fact, conflict can drive meaningful social change when addressed constructively.
Chapter-by-Chapter Summary of Key Points
Chapter 1: Conflict in Our Lives
Conflict is present in all areas of life—personal, social, and professional.
It is not inherently negative; it becomes destructive or constructive depending on how it is managed.
Conflict is a necessary part of growth and change; only when objections are voiced can progress be made.
Chapter 2: Power and Conflict Styles
Power dynamics play a central role in how conflicts unfold and are resolved.
People adopt different conflict styles, often shaped by early life experiences and family upbringing.
The five major conflict styles include:
Competing
Avoiding
Accommodating
Collaborating
Compromising
Each style has strengths and weaknesses depending on the context.
Chapter 3: Deconstructing Conflicts
Understanding the root causes of conflict is essential to resolving it.
Conflict analysis involves identifying underlying needs, perceptions, and power imbalances.
Emphasizes the importance of asking: What is really going on here?
Chapter 4: Culture and Conflict
Cultural norms greatly influence how individuals perceive and manage conflict.
High-context cultures (e.g., Japan) handle conflict indirectly, while low-context cultures (e.g., U.S.) tend to be direct.
Understanding cultural differences is key in cross-cultural communication and conflict resolution.
Chapter 5: Negotiation Skills and Resolving Conflicts
Introduces negotiation as a key method for conflict resolution.
Negotiation involves finding a mutually acceptable solution through dialogue and compromise.
Highlights the importance of preparation, clear communication, and active listening.
Chapter 6: Dealing with Anger, Aggression, and Bullying
Discusses how unmanaged emotions escalate conflicts.
Strategies to manage anger include self-awareness, emotional regulation, and non-defensive communication.
Bullying is addressed as a misuse of power in conflict situations, often requiring intervention.
Chapter 7: Mediation Skills
Mediation is a structured process where a neutral third party helps disputants reach a resolution.
Key mediation skills include neutrality, listening, reframing, and facilitating productive dialogue.
Effective mediation helps parties own the outcome of their conflict.
Chapter 8: Apologies, Forgiveness, and Reconciliation
Apologies and forgiveness are vital tools for healing and restoring relationships.
A genuine apology involves acknowledgment, remorse, and a commitment to change.
Reconciliation is a deeper process that may involve rebuilding trust over time.
Chapter 9: Conflict in Organizations
Organizational conflicts often arise from unclear roles, communication breakdowns, and power struggles.
Encourages proactive conflict management policies and open channels for feedback.
Groupthink is identified as a dangerous phenomenon where dissent is suppressed — strategies to avoid it include encouraging diverse viewpoints and critical thinking.
Chapter 10: Conflict in Families
Family conflicts are deeply personal and often influenced by long-standing dynamics.
Children learn conflict styles by observing their parents, but these may evolve through peer interactions and maturity.
Encourages creating environments where healthy conflict can be expressed and managed.
Major Themes Across the Book
Conflict Is Inevitable and Can Be Productive: It's not about eliminating conflict but learning to navigate it skillfully.
Culture Shapes Conflict Responses: Understanding one’s own cultural lens — and that of others — is crucial.
Conflict Styles Are Learned but Can Change: We tend to inherit styles from our parents but adapt them through social learning.
There Are Multiple Strategies to Resolve Conflict:
Compromise
Withdrawal
Submission
Standoff
Third-party intervention
Conflict Is Not About Winning or Losing: It's about resolution, mutual understanding, and moving forward.
Communication Is Central: Listening, empathy, and clarity are essential tools in any conflict scenario.
Awareness of Groupthink: Encouraging diverse perspectives is critical for healthy group dynamics.
Summary of Key Concepts from Conflict and Communication
Author: Fred E. Jandt
Purpose of the Book
Fred E. Jandt’s Conflict and Communication helps readers develop analytical and practical skills to understand, manage, and resolve conflict effectively. It emphasizes that conflict is a natural and inevitable part of life — and not necessarily negative. In fact, conflict can drive meaningful social change when addressed constructively.
Chapter-by-Chapter Summary of Key Points
Chapter 1: Conflict in Our Lives
Conflict is present in all areas of life—personal, social, and professional.
It is not inherently negative; it becomes destructive or constructive depending on how it is managed.
Conflict is a necessary part of growth and change; only when objections are voiced can progress be made.
Chapter 2: Power and Conflict Styles
Power dynamics play a central role in how conflicts unfold and are resolved.
People adopt different conflict styles, often shaped by early life experiences and family upbringing.
The five major conflict styles include:
Competing
Avoiding
Accommodating
Collaborating
Compromising
Each style has strengths and weaknesses depending on the context.
Chapter 3: Deconstructing Conflicts
Understanding the root causes of conflict is essential to resolving it.
Conflict analysis involves identifying underlying needs, perceptions, and power imbalances.
Emphasizes the importance of asking: What is really going on here?
Chapter 4: Culture and Conflict
Cultural norms greatly influence how individuals perceive and manage conflict.
High-context cultures (e.g., Japan) handle conflict indirectly, while low-context cultures (e.g., U.S.) tend to be direct.
Understanding cultural differences is key in cross-cultural communication and conflict resolution.
Chapter 5: Negotiation Skills and Resolving Conflicts
Introduces negotiation as a key method for conflict resolution.
Negotiation involves finding a mutually acceptable solution through dialogue and compromise.
Highlights the importance of preparation, clear communication, and active listening.
Chapter 6: Dealing with Anger, Aggression, and Bullying
Discusses how unmanaged emotions escalate conflicts.
Strategies to manage anger include self-awareness, emotional regulation, and non-defensive communication.
Bullying is addressed as a misuse of power in conflict situations, often requiring intervention.
Chapter 7: Mediation Skills
Mediation is a structured process where a neutral third party helps disputants reach a resolution.
Key mediation skills include neutrality, listening, reframing, and facilitating productive dialogue.
Effective mediation helps parties own the outcome of their conflict.
Chapter 8: Apologies, Forgiveness, and Reconciliation
Apologies and forgiveness are vital tools for healing and restoring relationships.
A genuine apology involves acknowledgment, remorse, and a commitment to change.
Reconciliation is a deeper process that may involve rebuilding trust over time.
Chapter 9: Conflict in Organizations
Organizational conflicts often arise from unclear roles, communication breakdowns, and power struggles.
Encourages proactive conflict management policies and open channels for feedback.
Groupthink is identified as a dangerous phenomenon where dissent is suppressed — strategies to avoid it include encouraging diverse viewpoints and critical thinking.
Chapter 10: Conflict in Families
Family conflicts are deeply personal and often influenced by long-standing dynamics.
Children learn conflict styles by observing their parents, but these may evolve through peer interactions and maturity.
Encourages creating environments where healthy conflict can be expressed and managed.
Major Themes Across the Book
Conflict Is Inevitable and Can Be Productive: It's not about eliminating conflict but learning to navigate it skillfully.
Culture Shapes Conflict Responses: Understanding one’s own cultural lens — and that of others — is crucial.
Conflict Styles Are Learned but Can Change: We tend to inherit styles from our parents but adapt them through social learning.
There Are Multiple Strategies to Resolve Conflict:
Compromise
Withdrawal
Submission
Standoff
Third-party intervention
Conflict Is Not About Winning or Losing: It's about resolution, mutual understanding, and moving forward.
Communication Is Central: Listening, empathy, and clarity are essential tools in any conflict scenario.
Awareness of Groupthink: Encouraging diverse perspectives is critical for healthy group dynamics.
March 13, 2023
A serviceable textbook that provides insight into conflict through various modes of communication be it personal, legal, online and via mediation. Chapters on concepts such as forgiveness and apologizing had specific nuance applicable to real world scenarios and felt incredibly fresh on such age old topics.
January 15, 2023
Great textbook. Still use today after completion of my degree
Displaying 1 - 3 of 3 reviews