Introduction

Mention the word “conflict” and most people think of fights, riots or war. In fact, on just about every day of every year one can find approximately two dozen armed combat situations somewhere in the world. But these extreme situations represent only the most violent expressions of conflict. During a typical day, managers, employees, mothers at home and children encounter more subtle and non-violent types of conflict such as arguments, criticism and disagreement. It is an inevitable part of every day.