The Conflict Resolution Training Program: Leader's Manual / Edition 1

by Prudence B. Kestner, Larry Ray

Overview

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.

Product Details

ISBN-13:	9780787960773
Publisher:	Wiley
Publication date:	01/09/2002
Edition description:	1ST
Pages:	320
Product dimensions:	8.30(w) x 10.80(h) x 0.92(d)

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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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

What People are Saying About This

From the Publisher

"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