The conflict management skills workshop: a trainer's guide

Title:

Personal Author:

Withers, Bill

Publication Information:

New York: AMACOM, c2002

Physical Description:

xv,280p.; 28cm.

ISBN:

9780814470923

Subject Term:

Conflict management -- Handbooks, manuals, etc.

Communication in management -- Handbooks, manuals, etc.

Interpersonal communication -- Handbook, manuals, etc.

Employees -- Training of -- Problems, exercises, etc.

Available:*

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... Razak School	30000005158591	HD42 W58 2002 f	Open Access Book	Book	Searching... Unknown

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.

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

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Summary

Summary

Author Notes

Table of Contents