The Conflict Resolution Training Program Leader's Manual offers a step-by-step approach for teaching dispute resolution techniques to both new and seasoned negotiators, mediators, and arbitrators. This hands-on manual is filled with a variety of exercises, activities, worksheets, role plays, and other interactive techniques that are readily accessible for teaching the skills needed to resolve conflicts. Trainers can select the sections of the flexible program that best meet their specific objectives and goals.
Table of Contents:
Preface xi
Acknowledgments xiii
Introduction 1
Part I: Background For Leaders 6
Creating a Training Plan 6
Sample Training Plan 13
Part II: The Introductory Phase 19
Opening Remarks and Activities 19
Introduction to the Training 20
Four Introductory Activities 26
Activity: What’s Your Headline? 27
Activity: Visual Biosketches 31
Activity: Extended Interview 34
Activity: The Problem Mill 38
Part III: The Dispute-Resolution Continuum 40
Overview of the Dispute-Resolution Continuum 40
The Multi-Option Dispute-Resolution Approach 46
Activity: Dispute-Resolution Continuum 48
Application of the Dispute-Resolution Approach 50
Activity: Dispute-Resolution Options 51
Part IV: Conflict and Conflict Management 54
Crisis 54
Activity: Crisis 54
Conflict and Conflict Management 58
Activity: Personal Conflict-Management Styles 62
Activity: Identifying Response Styles 65
Adjusting One’s Conflict-Management Style 68
Activity: Adjusting One’s Conflict-Management Style 69
Alternative to the Training Plan 72
Impasse 72
Activity: Impasse 72
Part V: Conflict-Resolution Communication 78
Activity: Were You Listening? 78
Communication and Listening Skills 80
Activity: Personal Communication Styles 83
An Overview of Communication 86
Activity: Empathic Responses 92
Activity: Active Listening 96
Activity: Ineffective Listening 99
Questioning 105
Activity: Questioning Skills I 109
Activity: Types of Questions 111
Activity: Questioning Skills II 114
Filling 117
Activity: Filling 117
Word Association and Target Words 120
Activity: Word Association 122
Activity: Target Words 125
Nonverbal Communication 128
Activity: Nonverbal Body Language 128
“I” Statements 140
Activity: Using “I” Statements 142
Activity: Listening When Under Stress 144
Communication Can Cause Conflict 147
Activity: Communication Can Cause Conflict 147
Part VI: Values, Perspectives, and Power 151
An Overview of Values 151
Activity: Values Ratings 152
Activity: Values and Beliefs 155
Stereotyping 157
Activity: Stereotyping I 157
Activity: Stereotyping II 161
Perspectives 164
Activity: Perspectives 164
Activity: Squares 171
Power 173
Activity: Power 174
Part VII: Creativity 176
An Overview of Creativity 176
Activity: Sign Walkers and/or Art in Public Places 178
Activity: Building a Car 181
Activity: The Water Tower and/or The City Sign 182
Part VIII: Consensus 186
Activity: Consensus 186
An Overview of Consensus 190
Activity: Reaching Consensus 191
Part IX: Negotiation 192
An Overview of Negotiation 192
Activity: Introductory Negotiations 195
Positions and Issues 199
Questioning Skills Relevant to the Stages of Negotiation 201
Activity: Negotiation 202
Part X: Mediation 206
An Overview of Mediation 208
Attributes of Successful Mediators 210
Stages of Mediation 211
Types of Mediation 219
Co-Mediation 220
Role Play to Teach Mediation Skills 220
How to Teach the Six Stages of Mediation 222
Part XI: Arbitration 228
An Overview of Arbitration 228
Stages of Arbitration 230
Activity: Arbitration Role Play 234
Part XII: Role Plays 237
Overview of Using Role Plays 237
Role Play #1: Sell the Business? 240
Role Play #2: Tenant Noise Dispute 242
Role Play #3: Dress Code 245
Role Play #4: Delicio Dispute 247
Role Play #5: New Supervisor 250
Role Play #6: Romance in the Office 253
Role Play #7: Parking Dispute 256
Role Play #8: Neighborhood Business Dispute 259
Role Play #9: Landlord and Tenant Dispute 262
Role Play #10: Nursing Home 265
Role Play #11: Hot Water Tank 267
Role Play #12: ABC Liquor 269
Role Play #13: Requested Collaboration 272
Role Play #14: Nine to Five 275
Role Play #15: The Merger 278
Role Play #16: Medical Malpractice? 283
Role Play #17: Leaking Roof 285
Role Play #18: Co-Owners 288
Role Play #19: Cancelled Seminar 291
Appendix I: The Dispute-Resolution Contractual Clause 294
Appendix II: Sample Evaluation Form 296
Appendix III: Sample Arbitration Decision Form 297
About The Authors 299
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.
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