The Conflict Resolution Training Program (Paperback, Leader's Guide)

· 제목 : The Conflict Resolution Training Program (Paperback, Leader's Guide) 
· 분류 : 외국도서 > 가족/관계 > 갈등해결
· ISBN : 9780787960773
· 쪽수 : 320쪽
· 출판일 : 2002-01-09

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