The Conflict Resolution Training Program: Leader's Manual
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.
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BACKGROUND FOR LEADERS
THE INTRODUCTORY PHASE
THE DISPUTERESOLUTION CONTINUUM
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15 minutes Activity agreement American Bar Association answers arbitration Ask each participant Ask the participants attorney behavior behavioral rehearsals co-mediators communication style Confidential Information conflict conflict-management styles consensus create creative decision Describe direct questions dispute-resolution process disputing parties easel effective employee ers for posting example feedback feel felt-tipped mark Five minutes focused questions identify impasse Instructions involved issues Lecture 10 minutes listening Masking tape minutes Purpose minutes to role minutes to set neutral newsprint pad Nine to Five nonverbal communication Open questions overhead transparency Participant's Workbook participants to turn Pens or pencils person perspectives positive posting discussion points posting newsprint optional Primary Application problem Procedure processing discussion receiver reframing resolution resolve role play role players Sender session set the stage situation solutions Stages of Negotiation statement stereotyping summarizing supervisor tape for posting target words tions trainers understanding whiteboard Worksheet