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…mehr
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 participants * An exploration of such critical issues as stereotyping, perspectives, and power * A description of how creativity is of vital importance for resolving conflicts * Suggestions for honing communication skills such as empathic listening, questioning, validating, reframing, and nonverbal communication * A proven multi-option approach to dispute resolution * Recommendations for dealing with crisis, the nature of conflict, styles of conflict management, and impasse * An explanation of the distinction between positions and issues * Tips on teaching stages of mediation and using role plays in mediation trainingHinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
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. Cover design by
Inhaltsangabe
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
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
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