The Conflict Resolution Training Program Participant's Workbook offers both new and seasoned negotiators, mediators, and arbitrators a step-by-step approach for learning dispute resolution techniques. This hands-on workbook is filled with a variety of exercises, activities, worksheets, role plays, and other interactive techniques that are readily accessible for learning the skills needed to resolve conflicts. Trainers and participants can select the sections of the flexible program that best meet their specific objectives and goals.
Table of Contents:
Introduction 1 Introductory Phase 4
Principles of Adult Learning 4
Methodology 5
Four Elements of the Conflict-Resolution Process 5
Feedback Versus Criticism 6
What's Your Headline? Worksheet 9
Extended Interview Worksheet 10
Lesson: The Dispute-Resolution Continuum 11
Definitions of Dispute-Resolution Processes 11
The Multi-Option Dispute-Resolution Approach 16
Dispute-Resolution Worksheet 19
Dispute-Resolution Options Worksheet 20
Lesson: Conflict and Conflict Management 21
Crisis Worksheet 21
Crisis 22
Conflict and Conflict Management 23
Personal Conflict-Management Styles Worksheet 27
Identifying Response Styles Worksheet 28
Adjusting One's Conflict-Management Style 29
Adjusting One's Conflict-Management Style Worksheet 31
Impasse 32
Impasse Worksheet 34
Lesson: Conflict-Resolution Communication 35
Styles of Communication 35
Personal Communication Styles Worksheet 38
Adjusting One's Communication Style 39
An Overview of Communication 39
Empathic Responses Worksheet 45
Active-Listening Problem Sheet 46
Questioning 47
Questioning Skills Worksheet 52
Types of Questions Worksheet 53
Questioning Skills Worksheet II 54
Filling 55
Filling Worksheet 56
Word Association and Target Words 57
Word Association Worksheet 60
Target Words Worksheet 61
Nonverbal Body Language Worksheet 62
Nonverbal Communication 72
Using "I" Statements Worksheet 75
Listening When Under Stress Worksheet 76
Communication Can Cause Conflict 77
Communication Can Cause Conflict Worksheet 78
Lesson: Values, Perspectives, and Power 79
Values Ratings Worksheet 80
Values and Beliefs Worksheet 81
Stereotyping 82
Stereotyping Discussion Sheet 83
Stereotyping Worksheet 84
Perspectives 85
Perspectives Worksheet 86
Squares Worksheet 91
Power 92
Power Worksheet 93
Lesson: Creativity 94
Sign Walkers Worksheet 96
Art in Public Places Worksheet 97
The Water Tower Worksheet 98
The City Sign Worksheet 99
Lesson: Consensus 100
An Overview of Consensus 100
Consensus Worksheet 101
Lesson: Negotiation 103
Positions and Issues 103
Questioning Skills Relevant to the Stages of Negotiation 104
Negotiation Observation Form 106
Lesson: Mediation 107
Mediation Versus Other Dispute-Resolution Processes 107
Disputes That Are Best Suited for Mediation 108
Attributes of Successful Mediators 108
Types of Mediation 113
Lesson: Arbitration 115
Arbitration Versus Negotiation and Mediation 115
Lesson: Role Plays 118
Appendix I The Dispute-Resolution Contractual Clause 154
Appendix II Sample Evaluation Form 156
Appendix III Sample Arbitration Decision Form 157
About the Authors 159
About the Author :
Prudence Bowman Kestner is president of the Institute for Organizational and Personal Transformation, Inc. (I-OPT). Formerly she was the associate director of the American Bar Association's Section on Dispute Resolution (ABA/ADR).
Larry Ray is an attorney in private practice. He served as executive director for the National Association for Community Mediation (NAFCM) and for the American Bar Association (ABA) Section of Dispute Resolution. He provides training for the American Management Association (AMA), the Maryland State Highway Administration, and the Graduate School, USDA. He arbitrates for the National Association of Securities Dealers (NASD) and United States Arbitration and Mediation (USAM). He mediates for the World Banks Group, the United States Postal Service, the National Archives, and the U.S. Office of Special Counsel. He serves as a senior instructor for the George Washington University School of Law and Keller Graduate School.
Kestner and Ray have conducted trainings in communication, conflict management, mediation, and negotiation.
