The Conflict Resolution Training Program (Paperback)

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