Get Your Free Chapter From One of Our Many Books and Manuals

Vistelar, the parent company of Confidence In Conflict, has published many books and manuals on conflict management — and more are in development.

Vistelar is a consulting and training institute focused on addressing the entire spectrum of human conflict at the point of impact — from before an interaction begins through to the consequences of how an interaction is managed.

Vistelar offers a wide range of training programs that address how to:

  • Provide better customer service
  • Predict, prevent and mitigate conflict
  • Avert verbal and physical attacks
  • De-escalate conflict
  • Control crisis and aggression
  • Handle physical violence

Vistelar offers its training via speaking engagements, workshops, and instructor schools — using both live and online methods of instruction.

In addition, via the company’s “Confidence In Conflict For …” and “Conflict Management For …” series of books and manuals, Vistelar captures its training in written form — usually with a focus on a specific market or audience.

In many cases, these books and manuals have a companion online course.

You can get immediate access — via email — to a free chapter from one of these books or manuals by filling out and submitting the selection form.

Just pick a publication that most closely matches your interests and we will send you a PDF of the chapter via email.

Confidence In Conflict For Everyday Life

Discover how to keep cool in the midst of misunderstandings, arguments and insults

Because disagreements are common in our work and personal life, conflict is inevitable. The problem arises when this conflict escalates and people get hurt, either emotionally or physically.

When this occurs, unfortunately many of us break down and buckle under ... or put up our dukes and prepare to fight. None of these gut-level reactions will solve the problem. What we need is an effective plan for transforming our approach to conflict.

This book reveals the time-tested strategies for managing conflict that have been taught within law enforcement agencies, hospitals, prisons, schools and businesses for more than three decades.

Confidence In Conflict For Campus Life

The college campus environment sets the stage for some of the most fun and exciting experiences of a person’s life. However, it is also an environment that poses many risks.

This book will help you make the most of your college experience by equipping you with the skills to stay safe on campus and deal effectively with the conflicts and crimes you will likely encounter.

Here is just some of what you’ll learn:

  • The personal safety awareness skills you need to protect yourself
  • How to navigate awkward situations and conflicts with friends
  • The red flags of high-risk behaviors and the risk indicators of potential threats
  • How to address hazing and sexual assault
  • How and when to safely intervene when you witness something going wrong
  • What to do in the event of a school shooting

Confidence In Conflict For Sports Officials

Master how to control the inevitable conflict that is present in all levels of sports competition

Confidence in Conflict for Sports Officials presents a comprehensive and systematic approach to communicating effectively under stress in order to both prevent and manage conflict during a sporting event.

This book was written for anyone, of any age, who officiates athletic events. It is a must read for new officials and a great skills enhancer for veterans.
Here are the benefits you will gain by applying the tactics taught in this book:

  • Enhanced professionalism
  • Decreased complaints from stakeholders (coaches, players, fans, league commissioners, assigners)
  • Better evaluations by supervisors
  • Less stress and more fun!

Also, with the pervasiveness of digital cameras, the chances you will be video recorded while officiating are high - even higher when conflict occurs. This book will teach you how to address conflict effectively while still looking good on video.

Confidence In Conflict For Healthcare Professionals

Working in the healthcare profession should not require you to be a victim

Healthcare is by far the most violent profession in the private sector, with a rate of assault several times higher than the average for other professions. Healthcare violence results in caregiver injuries, and negatively impacts employee morale, patient satisfaction and clinical outcomes.

Joel Lashley is a recognized authority in healthcare violence, with extensive firsthand experience in keeping the peace within hospitals, clinics and residential treatment facilities. Over the last two decades he has developed, implemented and tested strategies for creating environments of care that are incompatible with violence, resulting in better and safer working conditions for caregivers and higher customer satisfaction levels for patients.

In this book, Mr. Lashley argues that violence against healthcare workers should not be accepted as "part of the job" and offers proven solutions to combat the epidemic of healthcare violence.

Here is just some of what you'll learn:

  • How to form therapeutic relationships that are incompatible with violence
  • How the same strategies that support peaceful environments also increase patient satisfaction
  • How traditional beliefs about violence and crisis intervention strategies have actually contributed to the problem of violence in healthcare

Conflict Management For Retail Loss Prevention & Security

Respond, Don't React, To Conflict

This manual teaches the fundamentals of Vistelar’s customer service and conflict management tactics and was developed in partnership with National Retail Federation's Loss Prevention & Security community, host of the annual NRF Protect conference.

It is designed for loss prevention, asset protection and security professionals, as well as store-level employees, working in retail environments. It can be read in conjunction with Vistelar’s live and online training programs or as a stand-alone guide for learning how to better manage conflict, in both one’s professional and personal lives.

By reading this manual, you’ll learn how to interact — in person, by phone or in writing — and to:

  • Not cause or unnecessarily escalate conflict
  • Confidently deal with verbal abuse
  • Engage in difficult conversations
  • Know what to do when word-based tactics fail and it is time to take appropriate action
  • Effectively de-escalate conflict
  • Persuade others to cooperate
  • Stay safe in crisis situations
  • Look good on camera no matter where an interaction ends up

Also, you may want to return to this page on a regular basis to see what additional book and manual chapters we’ve added. We frequently publish new material and you are certainly welcome to request as many chapters as you want.