| |
| |
| Preface | |
| |
| |
| Acknowledgments | |
| |
| |
| Introduction | |
| |
| |
| |
| Background for Leaders | |
| |
| |
| Creating a Training Plan | |
| |
| |
| Sample Training Plan | |
| |
| |
| |
| The Introductory Phase | |
| |
| |
| Opening Remarks and Activities | |
| |
| |
| Introduction to the Training | |
| |
| |
| Four Introductory Activities | |
| |
| |
| Activity: What's Your Headline? | |
| |
| |
| Activity: Visual Biosketches | |
| |
| |
| Activity: Extended Interview | |
| |
| |
| Activity: The Problem Mill | |
| |
| |
| |
| The Dispute-Resolution Continuum | |
| |
| |
| Overview of the Dispute-Resolution Continuum | |
| |
| |
| The Multi-Option Dispute-Resolution Approach | |
| |
| |
| Activity: Dispute-Resolution Continuum | |
| |
| |
| Application of the Dispute-Resolution Approach | |
| |
| |
| Activity: Dispute-Resolution Options | |
| |
| |
| |
| Conflict and Conflict Management | |
| |
| |
| Crisis | |
| |
| |
| Activity: Crisis | |
| |
| |
| Conflict and Conflict Management | |
| |
| |
| Activity: Personal Conflict-Management Styles | |
| |
| |
| Activity: Identifying Response Styles | |
| |
| |
| Adjusting One's Conflict-Management Style | |
| |
| |
| Activity: Adjusting One's Conflict-Management Style | |
| |
| |
| Alternative to the Training Plan | |
| |
| |
| Impasse | |
| |
| |
| Activity: Impasse | |
| |
| |
| |
| Conflict-Resolution Communication | |
| |
| |
| Activity: Were You Listening? | |
| |
| |
| Communication and Listening Skills | |
| |
| |
| Activity: Personal Communication Styles | |
| |
| |
| An Overview of Communication | |
| |
| |
| Activity: Empathic Responses | |
| |
| |
| Activity: Active Listening | |
| |
| |
| Activity: Ineffective Listening | |
| |
| |
| Questioning | |
| |
| |
| Activity: Questioning Skills | |
| |
| |
| Activity: Types of Questions | |
| |
| |
| Activity: Questioning Skills II | |
| |
| |
| Filling | |
| |
| |
| Activity: Filling | |
| |
| |
| Word Association and Target Words | |
| |
| |
| Activity: Word Association | |
| |
| |
| Activity: Target Words | |
| |
| |
| Nonverbal Communication | |
| |
| |
| Activity: Nonverbal Body Language | |
| |
| |
| "I" Statements | |
| |
| |
| Activity: Using "I" Statements | |
| |
| |
| Activity: Listening When Under Stress | |
| |
| |
| Communication Can Cause Conflict | |
| |
| |
| Activity: Communication Can Cause Conflict | |
| |
| |
| |
| Values, Perspectives, and Power | |
| |
| |
| An Overview of Values | |
| |
| |
| Activity: Values Ratings | |
| |
| |
| Activity: Values and Beliefs | |
| |
| |
| Stereotyping | |
| |
| |
| Activity: Stereotyping I | |
| |
| |
| Activity: Stereotyping II | |
| |
| |
| Perspectives | |
| |
| |
| Activity: Perspectives | |
| |
| |
| Activity: Squares | |
| |
| |
| Power | |
| |
| |
| Activity: Power | |
| |
| |
| |
| Creativity | |
| |
| |
| An Overview of Creativity | |
| |
| |
| Activity: Sign Walkers and/or Art in Public Places | |
| |
| |
| Activity: Building a Car | |
| |
| |
| Activity: The Water Tower and/or The City Sign | |
| |
| |
| |
| Consensus | |
| |
| |
| Activity: Consensus | |
| |
| |
| An Overview of Consensus | |
| |
| |
| Activity: Reaching Consensus | |
| |
| |
| |
| Negotiation | |
| |
| |
| An Overviw of Negotiation | |
| |
| |
| Activity: Introductory Negotiations | |
| |
| |
| Positions and Issues | |
| |
| |
| Questioning Skills Relevant to the Stages of Negotiation | |
| |
| |
| Activity: Negotiation | |
| |
| |
| |
| Mediation | |
| |
| |
| An Overview of Mediation | |
| |
| |
| Attributes of Successful Mediators | |
| |
| |
| Stages of Mediation | |
| |
| |
| Types of Mediation | |
| |
| |
| Co-Mediation | |
| |
| |
| Role Play to Teach Mediation Skills | |
| |
| |
| How to Teach the Six Stages of Mediation | |
| |
| |
| |
| Arbitration | |
| |
| |
| An Overview of Arbitration | |
| |
| |
| Stages of Arbitration | |
| |
| |
| Activity: Arbitration Role Play | |
| |
| |
| |
| Role Plays | |
| |
| |
| Overview of Using Role Plays | |
| |
| |
| |
| Sell the Business? | |
| |
| |
| |
| Tenant Noise Dispute | |
| |
| |
| |
| Dress Code | |
| |
| |
| |
| Delicio Dispute | |
| |
| |
| |
| New Supervisor | |
| |
| |
| |
| Romance in the Office | |
| |
| |
| |
| Parking Dispute | |
| |
| |
| |
| Neighborhood Business Dispute | |
| |
| |
| |
| Landlord and Tenant Dispute | |
| |
| |
| |
| Nursing Home | |
| |
| |
| |
| Hot Water Tank | |
| |
| |
| |
| ABC Liquor | |
| |
| |
| |
| Requested Collaboration | |
| |
| |
| |
| Nine to Five | |
| |
| |
| |
| The Merger | |
| |
| |
| |
| Medical Malpractice? | |
| |
| |
| |
| Leaking Roof | |
| |
| |
| |
| Co-Owners | |
| |
| |
| |
| Cancelled Seminar | |
| |
| |
| |
| The Dispute-Resolution Contractual Clause | |
| |
| |
| |
| Sample Evaluation Form | |
| |
| |
| |
| Sample Arbitration Decision Form | |
| |
| |
| About the Authors | |