The Conflict Management Skills Workshop

by Withers, Bill

• ISBN13: 9780814470923
• ISBN10: 0814470920
• Format: Paperback
• Copyright: 2002-02-01
• Publisher: Amacom Books

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 Biography

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	xiii
Acknowledgments	xv
PART ONE HOW TO LEAD THE CONFLICT MANAGEMENT SKILLS WORKSHOP	1	(22)
What This Book Is About	3	(1)
A Book for Trainers by a Trainer	4	(1)
Approaching Your Learners as a Roomful of Experts	4	(3)
Treat Them with Respect	5	(1)
Learn from Them	5	(1)
Capture Their Expertise	6	(1)
Report Their Findings	6	(1)
How This Book Is Organized: What You Will Find Inside	7	(1)
Making This Book Your Own	8	(1)
Agendas for the Conflict Management Skills Workshop	9	(1)
Outline for Full Two-Day Workshop	9	(4)
Outline for One-Day Workshop	13	(1)
Outline for Half Day Workshop: Mediation Practice	14	(1)
Outline for Half Day Workshop: Conflict Awareness	15	(1)
Outline for Half Day Workshop: Responses to Conflict	16	(1)
Getting Ready	17	(1)
The Preworkshop Questionnaire	17	(1)
The Ideal Room Setup	17	(1)
Getting Yourself Ready	18	(5)
Handout 1.1: Preworkshop Memo	20	(1)
Handout 1.2: Preworkshop Questionnaire	21	(2)
PART TWO FACILITATOR'S GUIDE	23	(146)
Introduction to the Workshop	25	(1)
Objectives	26	(3)
Group Activity: Introductions	26	(1)
Handout II. 1: Workshop Objectives	27	(2)
Awareness	29	(50)
Introduction and Objectives	29	(2)
Handout 1.1: Module l Objectives	30	(1)
Objectives for Module 1	31	(5)
Group Activity: The Bell Curve	31	(1)
Group Activity: Naming the Workshop	32	(1)
Flip Chart 1.1: The Conflict Management Skills Workshop	33	(1)
Brainstorming	34	(1)
Voting	35	(1)
Building Consensus	35	(1)
Ways of Seeing	36	(4)
Story and Discussion: to Bag or Not to Bag, Good Manners, and The Lilliputian Egg Wars	37	(1)
Story 1.1: To Bag or Not to Bag	38	(1)
Story 1.2: Good Manners	39	(1)
Ways of Knowing	40	(2)
Truth	40	(1)
Story 1.3: The Lilliputian Egg Wars	41	(1)
The Second Look	42	(4)
Story and Discussion: The Farmer on the Porch, The Pink Moment, and The Colored Ball	42	(1)
Story 1.4: The Farmer on the Porch	43	(1)
Story 1.5: The Pink Moment	44	(1)
Story 1.6: The Colored Ball	45	(1)
Story and Discussion: The Blind Men and the Elephant	46	(1)
Ways of Learning	46	(6)
Story and Discussion: Losing Sara	46	(1)
Story 1.7: The Blind Men and the Elephant	47	(1)
Story 1.8: Losing Sara	48	(4)
Ways of Living	52	(9)
Group Activity: Do the Right Thing	52	(3)
Handout 1.2: Group One Instructions	55	(1)
Handout 1.3: Group Instructions	56	(1)
Handout 1.4: Group Three Instructions	57	(1)
Handout 1.5: Group Four Instructions	58	(3)
Ways of Seeing Conflict	61	(18)
Win, Lose, or Draw	61	(1)
Flip Chart 1.2: Two Ways of Seeing Conflict	62	(2)
Make It Even, Make It Bigger, or Make It Different	64	(1)
Story and Discussion: The Shared Resource and My Dad and the Last Brownie	65	(1)
Story 1.9: The Shared Resource	66	(1)
Story 1.10: My Dad and the Last Brownie	67	(1)
Story and Discussion: Rueben and Laurel	68	(1)
Story 1.11: Rueben and Laurel	69	(2)
Story and Discussion: Two Sisters, One Orange	71	(1)
Story 1.12: Two Sisters, One Orange	72	(1)
Individual Exercise: What Do I Think About Conflict Right Now?	73	(1)
Handout 1.6: Ways of Seeing Conflict	74	(4)
Handout 1.7: Reflection Worksheet: What Do I Think About Conflict Right Now?	78	(1)
Response	79	(14)
Introduction and Objectives	79	(14)
Handout 2.1: Module 2 Objectives	80	(2)
Individual Exercise: ``Good'' Conflict?	82	(1)
Handout 2.2: Reflection Worksheet: ``Good'' Conflict?	83	(1)
Flip Chart 2.1: So What Makes Conflict Good?	84	(1)
Group Activity: Party Time	85	(1)
Handout 2.3: Party Descriptions	86	(1)
Flip Chart 2.2: Party-Time Rules of Engagement	87	(2)
Individual Exercise: How Can This Possible Be Good for Me?	89	(1)
Handout 2.4: Reflection Worksheet: How Can This Possible Be Good for Me?	90	(2)
Wrap Up Day One	92	(1)
Actions	93	(76)
Review of Day One	93	(1)
Introduction and Objectives	93	(2)
Handout 3.1: Module 3 Objectives	94	(1)
Conflict Intervention	95	(30)
Solving Problems	95	(1)
Practice Mediation	96	(1)
Group Activity: Two Siblings and One Orange-Take One	96	(1)
Handout 3.2: Looking Neutral	97	(3)
Handout 3.3: Two Siblings and One Orange-Take One: Problem-Solving Mediation Script	100	(4)
Group Activity: Mediation Practice	104	(5)
Flip Chart 3.1: Mediation Practice Schedule	109	(1)
Handout 3.4: Practice Case #1: Noise from Two Cubicles Down	110	(1)
Handout 3.5: Practice Case #1: Noise from Two Cubicles Down: Notes for Lilly/Lyle	111	(1)
Handout 3.6: Practice Case #1: Noise from Two Cubicles Down: Notes for Martin/Martha	112	(1)
Handout 3.7: Practice Case #2: The Backup	113	(1)
Handout 3.8: Practice Case #2: The Backup: Notes for Gina/Gene	114	(1)
Handout 3.9: Practice Case #2: The Backup: Notes for Claude/Claudette	115	(1)
Handout 3.10: Practice Case #3: Never Talk to Me That Way Again!	116	(1)
Handout 3.11: Practice Case #3: Never Talk to Me That Way Again!: Notes for Tomas/Tammy	117	(1)
Handout 3.12: Practice Case #3: Never Talk to Me That Way Again!: Notes for Leslie/Lorenzo	118	(1)
Handout 3.13: Practice Case #4: My Old Friend Is My New Boss	119	(1)
Handout 3.14: Practice Case #4: My Old Friend Is My New Boss: Notes for Doug/Dolores	120	(1)
Handout 3.15: Practice Case #4: My Old Friend Is My New Boss: Notes for Kay/Ken	121	(1)
Handout 3.16: Practice Case #5: R-E-S-P-E-C-T	122	(1)
Handout 3.17: Practice Case #5: R-E-S-P-E-C-T: Notes for Paloma/Pete	123	(1)
Handout 3.18: Practice Case #5: R-E-S-P-E-C-T: Notes for Hien/Hanna	124	(1)
Transformative Mediation	125	(14)
Group Activity: Two Siblings and One Orange-Take Two	125	(1)
How Deep Is Too Deep?	126	(1)
Handout 3.19: Two Siblings and One Orange-Take Two: Transformative Mediation Script	127	(5)
Group Activity: How Deep Is Too Deep?	132	(2)
Flip Chart 3.2: How Deep Is Too Deep?	134	(5)
My Personal Conflict Strategy	139	(18)
Choosing Thoughts	139	(1)
Story and Discussion: The Leaf Blower	139	(1)
Story 3.1: The Leaf Blower	140	(2)
Group Activity: A-1, B-2	142	(2)
Group Activity: Listening Practice	144	(2)
Handout 3.20: Listening Practice Observation Sheet	146	(1)
Handout 3.21: Listening	147	(2)
Choosing Words	149	(1)
Nontoxic Language	149	(1)
Group Activity: Nontoxic Language	149	(2)
Flip Chart 3.3: Nontoxic Language	151	(1)
Choosing Actions	152	(1)
Handout 3.22: Reflection Worksheet: Choosing Actions	153	(1)
Individual Exercise: Simple Relaxation	154	(3)
Our Group Conflict Strategy	157	(6)
Group Activity: Action Plan	157	(1)
Handout 3.23: Tips for Calm Listening	158	(3)
Flip Chart 3.4: How Should We Do This?	161	(1)
Handout 3.24: Action Plan	162	(1)
Close	163	(6)
Evaluation	164	(1)
Handout 3.25: Level One Evaluation	165	(4)
PART THREE PARTICIPANT WORKBOOK	169	(80)
Handouts	171	(58)
Stories	229	(20)
PART FOUR TOOLBOX	249	(26)
Workshop Information	251	(1)
Outline for Full Two-Day Workshop	251	(3)
Outline for One-Day Workshop	254	(1)
Outline for Half Day Workshop: Mediation Practice	255	(1)
Outline for Half Day Workshop: Conflict Awareness	256	(1)
Outline for Half Day Workshop: Responses to Conflict	257	(2)
Additional Resources	259	(4)
Learning	259	(1)
Conflict	260	(1)
Systems Thinking and Dialogue	260	(3)
Flip Charts	263	(12)
Index	275