Includes a leader's manual and participant's workbook which presents proven interactive techniques and specific teaching tools for instituting systems of organizational conflict resolution. This hands-on manual is filled with a variety of exercises, activities, worksheets, role plays, and other interactive techniques.

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

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-solution trainings and seminars with a wide variety of organizations. Together they developed the Leader's Manual based on their highly successful Conflict Resolution Training Program. The manual includes valuable lessons on multi-option dispute resolution, conflict and conflict management, communication skills, values, perspectives, creativity, consensus, negotiation, mediation, and arbitration. The Conflict Resolution Training Program includes Four introductory activities to help the trainers get to know the participantsAn exploration of such critical issues as stereotyping, perspectives, and powerA description of how creativity is of vital importance for resolving conflictsSuggestions for honing communication skills such as empathic listening, questioning, validating, reframing, and nonverbal communicationA proven multi-option approach to dispute resolutionRecommendations for dealing with crisis, the nature of conflict, styles of conflict management, and impasseAn explanation of the distinction between positions and issuesTips on teaching stages of mediation and using role plays in mediation training

"We are fortunate to have available in this book the fruits of Kestner and Ray's long experience and thoughtful insights from training hundreds of individuals and organizations." — Frank E. A. Sander, Bussey Professor, Harvard Law School "This book is valuable to anyone who is training or teaching in dispute resolution." — Terry Wheeler, executive director, Center for Dispute Resolution, Capital University Law School; and vice president, Association for Conflict Resolution "As a manager and former instructor in the areas of team building and instructor training, I find the material in this manual, especially the interactive exercises, to be both engaging and effective in promoting open communications within teams. The book encourages dynamics that result in building trust, effective communications and commitment within teams. One of the best features is the flexibility of the presentation-trainings can be customized to suit a particular team's characteristics and needs." — Robert Griscavage, manager, division of training and employee development, Social Security Administration "Experienced trainers Kestner and Ray provide a clear and well-reasoned approach to training students in the art of dispute resolution." — Theresa Meehan Rudy, program director, HALT— An Organization of Americans for Legal Reform, Washington, D.C. "Kestner and Ray greatly enhance the range of dispute-resolution options by providing an amalgamation of exercises that they have tested successfully." — Bradley Peterson, Social Security Administration