Conflict Resolution Training Program

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.

• Introduction 1 Introductory Phase 4Principles of Adult Learning 4Methodology 5Four Elements of the Conflict-Resolution Process 5Feedback Versus Criticism 6What's Your Headline? Worksheet 9Extended Interview Worksheet 10Lesson: The Dispute-Resolution Continuum 11Definitions of Dispute-Resolution Processes 11The Multi-Option Dispute-Resolution Approach 16Dispute-Resolution Worksheet 19Dispute-Resolution Options Worksheet 20Lesson: Conflict and Conflict Management 21Crisis Worksheet 21Crisis 22Conflict and Conflict Management 23Personal Conflict-Management Styles Worksheet 27Identifying Response Styles Worksheet 28Adjusting One's Conflict-Management Style 29Adjusting One's Conflict-Management Style Worksheet 31Impasse 32Impasse Worksheet 34Lesson: Conflict-Resolution Communication 35Styles of Communication 35Personal Communication Styles Worksheet 38Adjusting One's Communication Style 39An Overview of Communication 39Empathic Responses Worksheet 45Active-Listening Problem Sheet 46Questioning 47Questioning Skills Worksheet 52Types of Questions Worksheet 53Questioning Skills Worksheet II 54Filling 55Filling Worksheet 56Word Association and Target Words 57Word Association Worksheet 60Target Words Worksheet 61Nonverbal Body Language Worksheet 62Nonverbal Communication 72Using "I" Statements Worksheet 75Listening When Under Stress Worksheet 76Communication Can Cause Conflict 77Communication Can Cause Conflict Worksheet 78Lesson: Values, Perspectives, and Power 79Values Ratings Worksheet 80Values and Beliefs Worksheet 81Stereotyping 82Stereotyping Discussion Sheet 83Stereotyping Worksheet 84Perspectives 85Perspectives Worksheet 86Squares Worksheet 91Power 92Power Worksheet 93Lesson: Creativity 94Sign Walkers Worksheet 96Art in Public Places Worksheet 97The Water Tower Worksheet 98The City Sign Worksheet 99Lesson: Consensus 100An Overview of Consensus 100Consensus Worksheet 101Lesson: Negotiation 103Positions and Issues 103Questioning Skills Relevant to the Stages of Negotiation 104Negotiation Observation Form 106Lesson: Mediation 107Mediation Versus Other Dispute-Resolution Processes 107Disputes That Are Best Suited for Mediation 108Attributes of Successful Mediators 108Types of Mediation 113Lesson: Arbitration 115Arbitration Versus Negotiation and Mediation 115Lesson: Role Plays 118Appendix I The Dispute-Resolution Contractual Clause 154Appendix II Sample Evaluation Form 156Appendix III Sample Arbitration Decision Form 157About the Authors 159