The conflict resolution training program : Leader's manual / Prudence Bowman Kestner, Larry Ray.

Format:

Book

Author/Creator:

Bowman-Kestner, Prudence.

Language:

English

Subjects (All):

Conflict management.

Conflict management--Study and teaching.

Physical Description:

xiv, 300 pages : illustrations ; 27 cm

Edition:

First edition.

Place of Publication:

San Francisco, Calif. : Jossey-Bass, [2002]

Summary:

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.

Authors Prudence Bowman Kestner and Larry Ray have years of experience conducting conflict-resolution trainings and seminars with a wide variety of organizations. Together they developed the Leader's Manual and the companion Participant's Workbook based on their highly successful Conflict Resolution Training Program. This manual includes valuable lessons on multioption dispute resolution, conflict and conflict management, communication skills, values, perspectives, creativity, consensus, negotiation, mediation, and arbitration.

Contents:

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

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

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 109

Activity: Types of Questions 111

Filling 117

Word Association and Target Words 120

Nonverbal Communication 128

Activity: Nonverbal Body Language 128

"I" Statements 140

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

Perspectives 164

Activity: Squares 171

Power 173

Part VII 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: Reaching Consensus 191

Part IX Negotiation 192

Positions and Issues 199

Questioning Skills Relevant to the Stages of Negotiation 201

Part X Mediation 206

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

Stages of Arbitration 230

Part XII 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.

ISBN:

0787960772

OCLC:

49220359