{"product_id":"the-conflict-resolution-training-program-isbn-9780787960773","title":"The Conflict Resolution Training Program","description":"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. \u003cp\u003ePreface xi\u003c\/p\u003e \u003cp\u003eAcknowledgments xiii\u003c\/p\u003e \u003cp\u003eIntroduction 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I: Background For Leaders 6\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCreating a Training Plan 6\u003c\/p\u003e \u003cp\u003eSample Training Plan 13\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II: The Introductory Phase 19\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOpening Remarks and Activities 19\u003c\/p\u003e \u003cp\u003eIntroduction to the Training 20\u003c\/p\u003e \u003cp\u003eFour Introductory Activities 26\u003c\/p\u003e \u003cp\u003eActivity: What’s Your Headline? 27\u003c\/p\u003e \u003cp\u003eActivity: Visual Biosketches 31\u003c\/p\u003e \u003cp\u003eActivity: Extended Interview 34\u003c\/p\u003e \u003cp\u003eActivity: The Problem Mill 38\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III: The Dispute-Resolution Continuum 40\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOverview of the Dispute-Resolution Continuum 40\u003c\/p\u003e \u003cp\u003eThe Multi-Option Dispute-Resolution Approach 46\u003c\/p\u003e \u003cp\u003eActivity: Dispute-Resolution Continuum 48\u003c\/p\u003e \u003cp\u003eApplication of the Dispute-Resolution Approach 50\u003c\/p\u003e \u003cp\u003eActivity: Dispute-Resolution Options 51\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV: Conflict and Conflict Management 54\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCrisis 54\u003c\/p\u003e \u003cp\u003eActivity: Crisis 54\u003c\/p\u003e \u003cp\u003eConflict and Conflict Management 58\u003c\/p\u003e \u003cp\u003eActivity: Personal Conflict-Management Styles 62\u003c\/p\u003e \u003cp\u003eActivity: Identifying Response Styles 65\u003c\/p\u003e \u003cp\u003eAdjusting One’s Conflict-Management Style 68\u003c\/p\u003e \u003cp\u003eActivity: Adjusting One’s Conflict-Management Style 69\u003c\/p\u003e \u003cp\u003eAlternative to the Training Plan 72\u003c\/p\u003e \u003cp\u003eImpasse 72\u003c\/p\u003e \u003cp\u003eActivity: Impasse 72\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart V: Conflict-Resolution Communication 78\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eActivity: Were You Listening? 78\u003c\/p\u003e \u003cp\u003eCommunication and Listening Skills 80\u003c\/p\u003e \u003cp\u003eActivity: Personal Communication Styles 83\u003c\/p\u003e \u003cp\u003eAn Overview of Communication 86\u003c\/p\u003e \u003cp\u003eActivity: Empathic Responses 92\u003c\/p\u003e \u003cp\u003eActivity: Active Listening 96\u003c\/p\u003e \u003cp\u003eActivity: Ineffective Listening 99\u003c\/p\u003e \u003cp\u003eQuestioning 105\u003c\/p\u003e \u003cp\u003eActivity: Questioning Skills I 109\u003c\/p\u003e \u003cp\u003eActivity: Types of Questions 111\u003c\/p\u003e \u003cp\u003eActivity: Questioning Skills II 114\u003c\/p\u003e \u003cp\u003eFilling 117\u003c\/p\u003e \u003cp\u003eActivity: Filling 117\u003c\/p\u003e \u003cp\u003eWord Association and Target Words 120\u003c\/p\u003e \u003cp\u003eActivity: Word Association 122\u003c\/p\u003e \u003cp\u003eActivity: Target Words 125\u003c\/p\u003e \u003cp\u003eNonverbal Communication 128\u003c\/p\u003e \u003cp\u003eActivity: Nonverbal Body Language 128\u003c\/p\u003e \u003cp\u003e“I” Statements 140\u003c\/p\u003e \u003cp\u003eActivity: Using “I” Statements 142\u003c\/p\u003e \u003cp\u003eActivity: Listening When Under Stress 144\u003c\/p\u003e \u003cp\u003eCommunication Can Cause Conflict 147\u003c\/p\u003e \u003cp\u003eActivity: Communication Can Cause Conflict 147\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VI: Values, Perspectives, and Power 151\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAn Overview of Values 151\u003c\/p\u003e \u003cp\u003eActivity: Values Ratings 152\u003c\/p\u003e \u003cp\u003eActivity: Values and Beliefs 155\u003c\/p\u003e \u003cp\u003eStereotyping 157\u003c\/p\u003e \u003cp\u003eActivity: Stereotyping I 157\u003c\/p\u003e \u003cp\u003eActivity: Stereotyping II 161\u003c\/p\u003e \u003cp\u003ePerspectives 164\u003c\/p\u003e \u003cp\u003eActivity: Perspectives 164\u003c\/p\u003e \u003cp\u003eActivity: Squares 171\u003c\/p\u003e \u003cp\u003ePower 173\u003c\/p\u003e \u003cp\u003eActivity: Power 174\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VII: Creativity 176\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAn Overview of Creativity 176\u003c\/p\u003e \u003cp\u003eActivity: Sign Walkers and\/or Art in Public Places 178\u003c\/p\u003e \u003cp\u003eActivity: Building a Car 181\u003c\/p\u003e \u003cp\u003eActivity: The Water Tower and\/or The City Sign 182\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VIII: Consensus 186\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eActivity: Consensus 186\u003c\/p\u003e \u003cp\u003eAn Overview of Consensus 190\u003c\/p\u003e \u003cp\u003eActivity: Reaching Consensus 191\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IX: Negotiation 192\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAn Overview of Negotiation 192\u003c\/p\u003e \u003cp\u003eActivity: Introductory Negotiations 195\u003c\/p\u003e \u003cp\u003ePositions and Issues 199\u003c\/p\u003e \u003cp\u003eQuestioning Skills Relevant to the Stages of Negotiation 201\u003c\/p\u003e \u003cp\u003eActivity: Negotiation 202\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart X: Mediation 206\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAn Overview of Mediation 208\u003c\/p\u003e \u003cp\u003eAttributes of Successful Mediators 210\u003c\/p\u003e \u003cp\u003eStages of Mediation 211\u003c\/p\u003e \u003cp\u003eTypes of Mediation 219\u003c\/p\u003e \u003cp\u003eCo-Mediation 220\u003c\/p\u003e \u003cp\u003eRole Play to Teach Mediation Skills 220\u003c\/p\u003e \u003cp\u003eHow to Teach the Six Stages of Mediation 222\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart XI: Arbitration 228\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAn Overview of Arbitration 228\u003c\/p\u003e \u003cp\u003eStages of Arbitration 230\u003c\/p\u003e \u003cp\u003eActivity: Arbitration Role Play 234\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart XII: Role Plays 237\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOverview of Using Role Plays 237\u003c\/p\u003e \u003cp\u003eRole Play #1: Sell the Business? 240\u003c\/p\u003e \u003cp\u003eRole Play #2: Tenant Noise Dispute 242\u003c\/p\u003e \u003cp\u003eRole Play #3: Dress Code 245\u003c\/p\u003e \u003cp\u003eRole Play #4: Delicio Dispute 247\u003c\/p\u003e \u003cp\u003eRole Play #5: New Supervisor 250\u003c\/p\u003e \u003cp\u003eRole Play #6: Romance in the Office 253\u003c\/p\u003e \u003cp\u003eRole Play #7: Parking Dispute 256\u003c\/p\u003e \u003cp\u003eRole Play #8: Neighborhood Business Dispute 259\u003c\/p\u003e \u003cp\u003eRole Play #9: Landlord and Tenant Dispute 262\u003c\/p\u003e \u003cp\u003eRole Play #10: Nursing Home 265\u003c\/p\u003e \u003cp\u003eRole Play #11: Hot Water Tank 267\u003c\/p\u003e \u003cp\u003eRole Play #12: ABC Liquor 269\u003c\/p\u003e \u003cp\u003eRole Play #13: Requested Collaboration 272\u003c\/p\u003e \u003cp\u003eRole Play #14: Nine to Five 275\u003c\/p\u003e \u003cp\u003eRole Play #15: The Merger 278\u003c\/p\u003e \u003cp\u003eRole Play #16: Medical Malpractice? 283\u003c\/p\u003e \u003cp\u003eRole Play #17: Leaking Roof 285\u003c\/p\u003e \u003cp\u003eRole Play #18: Co-Owners 288\u003c\/p\u003e \u003cp\u003eRole Play #19: Cancelled Seminar 291\u003c\/p\u003e \u003cp\u003eAppendix I: The Dispute-Resolution Contractual Clause 294\u003c\/p\u003e \u003cp\u003eAppendix II: Sample Evaluation Form 296\u003c\/p\u003e \u003cp\u003eAppendix III: Sample Arbitration Decision Form 297\u003c\/p\u003e \u003cp\u003eAbout The Authors 299\u003c\/p\u003e  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). \u003cbr\u003e \u003cbr\u003e  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. \u003cbr\u003e \u003cbr\u003e  Kestner and Ray have conducted trainings in communication, conflict management, mediation, and negotiation. \u003cbr\u003e  Cover design by  \u003ci\u003eThe Conflict Resolution Training Program Leader's Manual\u003c\/i\u003e 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. \u003cbr\u003e  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. \u003ci\u003eThe Conflict Resolution Training Program\u003c\/i\u003e includes  \u003cul\u003e \u003cli\u003eFour introductory activities to help the trainers get to know the participants\u003c\/li\u003e \u003cli\u003eAn exploration of such critical issues as stereotyping, perspectives, and power\u003c\/li\u003e \u003cli\u003eA description of how creativity is of vital importance for resolving conflicts\u003c\/li\u003e \u003cli\u003eSuggestions for honing communication skills such as empathic listening, questioning, validating, reframing, and nonverbal communication\u003c\/li\u003e \u003cli\u003eA proven multi-option approach to dispute resolution\u003c\/li\u003e \u003cli\u003eRecommendations for dealing with crisis, the nature of conflict, styles of conflict management, and impasse\u003c\/li\u003e \u003cli\u003eAn explanation of the distinction between positions and issues\u003c\/li\u003e \u003cli\u003eTips on teaching stages of mediation and using role plays in mediation training\u003c\/li\u003e \u003c\/ul\u003e \"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.\" \u003cbr\u003e  — Frank E. A. Sander, Bussey Professor, Harvard Law School  \u003cp\u003e\"This book is valuable to anyone who is training or teaching in dispute resolution.\"\u003cbr\u003e  — Terry Wheeler, executive director, Center for Dispute Resolution, Capital University Law School; and vice president, Association for Conflict Resolution\u003cbr\u003e \u003cbr\u003e  \"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.\"\u003cbr\u003e  — Robert Griscavage, manager, division of training and employee development, Social Security Administration\u003c\/p\u003e  \u003ci\u003eThe Conflict Resolution Training Program Leader's Manual\u003c\/i\u003e 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. \u003cbr\u003e  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. \u003ci\u003eThe Conflict Resolution Training Program\u003c\/i\u003e includes  \u003cul\u003e \u003cli\u003eFour introductory activities to help the trainers get to know the participants\u003c\/li\u003e \u003cli\u003eAn exploration of such critical issues as stereotyping, perspectives, and power\u003c\/li\u003e \u003cli\u003eA description of how creativity is of vital importance for resolving conflicts\u003c\/li\u003e \u003cli\u003eSuggestions for honing communication skills such as empathic listening, questioning, validating, reframing, and nonverbal communication\u003c\/li\u003e \u003cli\u003eA proven multi-option approach to dispute resolution\u003c\/li\u003e \u003cli\u003eRecommendations for dealing with crisis, the nature of conflict, styles of conflict management, and impasse\u003c\/li\u003e \u003cli\u003eAn explanation of the distinction between positions and issues\u003c\/li\u003e \u003cli\u003eTips on teaching stages of mediation and using role plays in mediation training\u003c\/li\u003e \u003c\/ul\u003e  \"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.\" \u003cbr\u003e  — Frank E. A. Sander, Bussey Professor, Harvard Law School  \u003cp\u003e\"This book is valuable to anyone who is training or teaching in dispute resolution.\"\u003cbr\u003e  — Terry Wheeler, executive director, Center for Dispute Resolution, Capital University Law School; and vice president, Association for Conflict Resolution\u003cbr\u003e \u003cbr\u003e  \"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.\"\u003cbr\u003e  — Robert Griscavage, manager, division of training and employee development, Social Security Administration\u003c\/p\u003e \u003cp\u003e\"Experienced trainers Kestner and Ray provide a clear and well-reasoned approach to training students in the art of dispute resolution.\"\u003cbr\u003e  — Theresa Meehan Rudy, program director, HALT— An Organization of Americans for Legal Reform, Washington, D.C.\u003c\/p\u003e \u003cp\u003e\u003cbr\u003e  \"Kestner and Ray greatly enhance the range of dispute-resolution options by providing an amalgamation of exercises that they have tested successfully.\"\u003cbr\u003e  — Bradley Peterson, Social Security Administration\u003c\/p\u003e","brand":"Jossey-Bass","offers":[{"title":"Default Title","offer_id":47990194372837,"sku":"NP9780787960773","price":64.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780787960773.jpg?v=1761786866","url":"https:\/\/k12savings.com\/products\/the-conflict-resolution-training-program-isbn-9780787960773","provider":"K12savings","version":"1.0","type":"link"}