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Summary
Summary
When conflict festers, employees become stressed and demoralized - and productivity suffers. But in today's diverse workplace, conflicts and misunderstanding are inevitable. One of the most effective ways to handle conflict is to help employees develop the skills they need take to control and defuse strained relationships and situations. The Conflict Management Skills Workshop is an accessible, non-academic workshop that offers trainers everything they need to design and deliver a program that works. The workshop provides tools for facilitators to help the group come to terms with the source of their conflict using discussion, story telling, reflections, and inter-active exercises. The workshop includes: * Practice activities, handouts, Q & A lists, and overheads * Stories that will help clarify points and stimulate discussion * More than 20 reproducible reflection journals, case studies, and action planners." "
Author Notes
Bill Withers (Collingswood, NJ) is responsible for organizational development, training, and dispute resolution for R&B, Inc. He has consulted with and created his innovative designs for client companies in the United States, South Africa, Canada, Russia, and China.
Table of Contents
Preface | p. xiii |
Acknowledgments | p. xv |
Part 1 How to Lead the Conflict Management Skills Workshop | p. 1 |
What This Book Is About | p. 3 |
A Book for Trainers by a Trainer | p. 4 |
Approaching Your Learners as a Roomful of Experts | p. 4 |
Treat Them with Respect | p. 5 |
Learn from Them | p. 5 |
Capture Their Expertise | p. 6 |
Report Their Findings | p. 6 |
How This Book Is Organized: What You Will Find Inside | p. 7 |
Making This Book Your Own | p. 8 |
Agendas for The Conflict Management Skills Workshop | p. 9 |
Outline for Full Two-Day Workshop | p. 9 |
Outline for One-Day Workshop | p. 13 |
Outline for Half-Day Workshop: Mediation Practice | p. 14 |
Outline for Half-Day Workshop: Conflict Awareness | p. 15 |
Outline for Half-Day Workshop: Responses to Conflict | p. 16 |
Getting Ready | p. 17 |
The Preworkshop Questionnaire | p. 17 |
The Ideal Room Setup | p. 17 |
Getting Yourself Ready | p. 18 |
Handout I.1 Preworkshop Memo | p. 20 |
Handout I.2 Preworkshop Questionnaire | p. 21 |
Part 2 Facilitator's Guide | p. 23 |
Introduction to the Workshop | p. 25 |
Objectives | p. 26 |
Group Activity: Introductions | p. 26 |
Handout II.1 Workshop Objectives | p. 27 |
Module 1. Awareness | p. 29 |
Introduction and Objectives | p. 29 |
Handout 1.1 Module 1 Objectives | p. 30 |
Objectives for Module 1 | p. 31 |
Group Activity: The Bell Curve | p. 31 |
Group Activity: Naming the Workshop | p. 32 |
Flip Chart 1.1 The Conflict Management Skills Workshop | p. 33 |
Brainstorming | p. 34 |
Voting | p. 35 |
Building Consensus | p. 35 |
Ways of Seeing | p. 36 |
Story and Discussion: To Bag or Not to Bag, Good Manners, and The Lilliputian Egg Wars | p. 37 |
Story 1.1 To Bag or Not to Bag | p. 38 |
Story 1.2 Good Manners | p. 39 |
Ways of Knowing | p. 40 |
Truth | p. 40 |
Story 1.3 The Lilliputian Egg Wars | p. 41 |
The Second Look | p. 42 |
Story and Discussion: The Farmer on the Porch, The Pink Moment, and The Colored Ball | p. 42 |
Story 1.4 The Farmer on the Porch | p. 43 |
Story 1.5 The Pink Moment | p. 44 |
Story 1.6 The Colored Ball | p. 45 |
Story and Discussion: The Blind Men and the Elephant | p. 46 |
Ways of Learning | p. 46 |
Story and Discussion: Losing Sara | p. 46 |
Story 1.7 The Blind Men and the Elephant | p. 47 |
Story 1.8 Losing Sara | p. 48 |
Ways of Living | p. 52 |
Group Activity: Do the Right Thing | p. 52 |
Handout 1.2 Group One Instructions | p. 55 |
Handout 1.3 Group Two Instructions | p. 56 |
Handout 1.4 Group Three Instructions | p. 57 |
Handout 1.5 Group Four Instructions | p. 58 |
Ways of Seeing Conflict | p. 61 |
Win, Lose, or Draw | p. 61 |
Flip Chart 1.2 Two Ways of Seeing Conflict | p. 62 |
Make It Even, Make It Bigger, or Make It Different | p. 64 |
Story and Discussion: The Shared Resource and My Dad and the Last Brownie | p. 65 |
Story 1.9 The Shared Resource | p. 66 |
Story 1.10 My Dad and the Last Brownie | p. 67 |
Story and Discussion: Rueben and Laurel | p. 68 |
Story 1.11 Rueben and Laurel | p. 69 |
Story and Discussion: Two Sisters, One Orange | p. 71 |
Story 1.12 Two Sisters, One Orange | p. 72 |
Individual Exercise: What Do I Think About Conflict Right Now? | p. 73 |
Handout 1.6 Ways of Seeing Conflict | p. 74 |
Handout 1.7 Reflection Worksheet: What Do I Think About Conflict Right Now? | p. 78 |
Module 2. Response | p. 79 |
Introduction and Objectives | p. 79 |
Handout 2.1 Module 2 Objectives | p. 80 |
Individual Exercise: "Good" Conflict? | p. 82 |
Handout 2.2 Reflection Worksheet: "Good" Conflict? | p. 83 |
Flip Chart 2.1 So What Makes Conflict Good? | p. 84 |
Group Activity: Party Time | p. 85 |
Handout 2.3 Party Descriptions | p. 86 |
Flip Chart 2.2 Party-Time Rules of Engagement | p. 87 |
Individual Exercise: How Can This Possibly Be Good for Me? | p. 89 |
Handout 2.4 Reflection Worksheet: How Can This Possibly Be Good for Me? | p. 90 |
Wrap Up Day One | p. 92 |
Module 3. Actions | p. 93 |
Review of Day One | p. 93 |
Introduction and Objectives | p. 93 |
Handout 3.1 Module 3 Objectives | p. 94 |
Conflict Intervention | p. 95 |
Solving Problems | p. 95 |
Practice Mediation | p. 96 |
Group Activity: Two Siblings and One Orange--Take One | p. 96 |
Handout 3.2 Looking Neutral | p. 97 |
Handout 3.3 Two Siblings and One Orange--Take One: Problem-Solving Mediation Script | p. 100 |
Group Activity: Mediation Practice | p. 104 |
Flip Chart 3.1 Mediation Practice Schedule | p. 109 |
Handout 3.4 Practice Case #1: Noise from Two Cubicles Down | p. 110 |
Handout 3.5 Practice Case #1: Noise from Two Cubicles Down: Notes for Lilly/Lyle | p. 111 |
Handout 3.6 Practice Case #1: Noise from Two Cubicles Down: Notes for Martin/Martha | p. 112 |
Handout 3.7 Practice Case #2: The Backup | p. 113 |
Handout 3.8 Practice Case #2: The Backup: Notes for Gina/Gene | p. 114 |
Handout 3.9 Practice Case #2: The Backup: Notes for Claude/Claudette | p. 115 |
Handout 3.10 Practice Case #3: Never Talk to Me That Way Again! | p. 116 |
Handout 3.11 Practice Case #3: Never Talk to Me That Way Again!: Notes for Tomas/Tammy | p. 117 |
Handout 3.12 Practice Case #3: Never Talk to Me That Way Again!: Notes for Leslie/Lorezo | p. 118 |
Handout 3.13 Practice Case #4: My Old Friend Is My New Boss | p. 119 |
Handout 3.14 Practice Case #4: My Old Friend Is My New Boss: Notes for Doug/Dolores | p. 120 |
Handout 3.15 Practice Case #4: My Old Friend Is My New Boss: Notes for Kay/Ken | p. 121 |
Handout 3.16 Practice Case #5: R-E-S-P-E-C-T | p. 122 |
Handout 3.17 Practice Case #5: R-E-S-P-E-C-T: Notes for Paloma/Pete | p. 123 |
Handout 3.18 Practice Case #5: R-E-S-P-E-C-T: Notes for Hien/Hanna | p. 124 |
Transformative Mediation | p. 125 |
Group Activity: Two Siblings and One Orange--Take Two | p. 125 |
How Deep Is Too Deep? | p. 126 |
Handout 3.19 Two Siblings and One Orange--Take Two: Transformative Mediation Script | p. 127 |
Group Activity: How Deep Is Too Deep? | p. 132 |
Flip Chart 3.2 How Deep Is Too Deep? | p. 134 |
My Personal Conflict Strategy | p. 139 |
Choosing Thoughts | p. 139 |
Story and Discussion: The Leaf Blower | p. 139 |
Story 3.1 The Leaf Blower | p. 140 |
Group Activity: A-1, B-2 | p. 142 |
Group Activity: Listening Practice | p. 144 |
Handout 3.20 Listening Practice Observation Sheet | p. 146 |
Handout 3.21 Listening | p. 147 |
Choosing Words | p. 149 |
Nontoxic Language | p. 149 |
Group Activity: Nontoxic Language | p. 149 |
Flip Chart 3.3 Nontoxic Language | p. 151 |
Choosing Actions | p. 152 |
Handout 3.22 Reflection Worksheet: Choosing Actions | p. 153 |
Individual Exercise: Simple Relaxation | p. 154 |
Our Group Conflict Strategy | p. 157 |
Group Activity: Action Plan | p. 157 |
Handout 3.23 Tips for Calm Listening | p. 158 |
Flip Chart 3.4 How Should We Do This? | p. 161 |
Handout 3.24 Action Plan | p. 162 |
Close | p. 163 |
Evaluation | p. 164 |
Handout 3.25 Level One Evaluation | p. 165 |
Part 3 Participant Workbook | p. 169 |
Handouts | p. 171 |
Stories | p. 229 |
Part 4 Toolbox | p. 249 |
Workshop Information | p. 251 |
Outline for Full Two-Day Workship | p. 251 |
Outline for One-Day Workshop | p. 254 |
Outline for Half-Day Workshop: Mediation Practice | p. 255 |
Outline for Half-Day Workshop: Conflict Awareness | p. 256 |
Outline for Half-Day Workshop: Responses to Conflict | p. 257 |
Additional Resources | p. 259 |
Learning | p. 259 |
Conflict | p. 260 |
Systems Thinking and Dialogue | p. 260 |
Flip Charts | p. 263 |
Index | p. 275 |