This Trainers Manual is the essential document for highly successful Conflict Resolution sessions. Clear guidelines help you construct training slots of different lengths. Lots of new material keep your teaching fresh and inspired. 50+ hours of instruction.

 

The Conflict Resolution Network requires no fee to download or copy pages from this manual if the copyright waiver notice, including all contact details, appears on each page reproduced. This is our contribution to support CR Trainers worldwide.

 
 

All chapters are in a format called PDF and can be viewed and printed with Adobe Reader. There are 18 PDF files in total. Most computers have this software installed, however if you require a copy it is available as a free download.

 

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If you are not a trainer or this full manual is more information than you need right now, go to the CR Kit.

Manual Contents:
Cover and Table of Contents
     
Introduction
I
Running CR Courses
II
Icebreakers and Energisers
III
Understanding Conflict
     
The Twelve Skills of Conflict Resolution
1.
The Win/Win Approach
2.
Creative Response
3.
Empathy
4.
Appropriate Assertiveness
5.
Co-operative Power
6.
Managing Emotions
7.
Willingness to Resolve
8.
Mapping the Conflict
9.
Designing Options
10.
Negotiation
11.
Mediation
12.
Broadening Perspectives
     
Additional Skills and Applications
IV
Aikido
V
Bioenergetics
 
   
  Cover and Table of Contents
  VIEW PDF [15 pages]
   
I
Running CR Courses
  Core Material:
  A. Experiential Learning and CR
  B. Training Hints
  C. Ethical Considerations in Training
  D. Constructing Courses
  E. How to use this Manual
  F. Acknowledging The Conflict Resolution Network
  G. A Practical Guide to Becoming a CR Consultant
  H. Bibliography, Recommended Reading and Videos
   
 
  VIEW PDF [17 pages]  
   
   
II
Icebreakers and Energisers
  Core Material:
  A. Icebreakers: Rationale
  B. Icebreakers: Method
  C. Energisers: Method
  D. Energisers: Rationale
  E. Variations
     
  Activities:
  Outcomes Introduction
  Introductions
  Name Game
  "I'd like you all to meet..."
  Mindchatter
  Knots
  Group Story Telling
  E.S.P.
  Thunderstorm
  Zip, Zap, Boing, Pop
  Rhythm, Rhyme and Association
   
  VIEW PDF [17 pages]
     
     
III
Understanding Conflict
  Core Material:
  A. About Conflict
  B. Introductions and Setting Goals
  C. Recalling Personal Experience of Conflict
  D. Levels of Conflict
  E. The Tools of Conflict Resolution
  F. Conclusion
     
  Handouts Sections:
  D. Levels of Conflict Exercise
    Levels of Conflict
   
  VIEW PDF [9 pages]
     
 
1.
The Win/Win Approach
  Core Material:
  A. Stimulus Activity
  B. How we Behave in Conflict
  C. A Model for Understanding Behaviour in Conflict
  D. The Principles of a Win/Win Approach
  E. When Win/Win Seems impossible
  F. Concluding Comments
     
  Activities:
  The Handshake Exercise
  The Arm Wrestling Exercise
     
  Handouts Sections:
  C. Behaviours in Conflict
    Fight, Flight, Flow: Some Behaviours
  E. When Win/Win Seems impossible
    Key Features of the Win/Win Approach
   
  VIEW PDF [20 pages]
     
     
2.
Creative Response
  Core Material:
  A. Stimulus Activity
  B. Exploring Our Responses to Conflict
  C. Two Models for Approaching Conflict: Perfection and Discovery
  D. Looking for the Positive in Conflict
  E. An Action Program for Developing More Creative Responses to Conflict
     
  Activities:
  The Block Puzzle
     
  Handout Section:
  C. Perfection and Discovery Approaches
     
  VIEW PDF [12 pages]
     
     
3.
Empathy
  Core Material:
  A. Exploring the Meaning of Empathy
  B. Value Differences - the DISC Exercise
  C. Introduction to Empathy Blockers
  D. Detailed Look at Empathy Blockers
  E. Concluding Discussion: Empathy Blockers
  F. Introduction to Active Listening
  G. Listening to Gain Information
  H. Asking Questions
  I. Listening to Give Affirmation
  J. Listening When Under Verbal Attack
  K. Reflection on Listening
     
  Activities:
  The DISC Exercise
  Blocking Communication
  Experiencing the Difference Between Empathy Blockers and Active Listening
  Static
  Back-to-Back Drawing
  Shopping List
  Identifying Feelings and Responding
  Active Listening to Give Affirmation
     
  Handout Sections:
  B. Behavioural Style Questionnaire
    DISC Model
    Differences in Behavioural Style
  D. Empathy Blockers
  E. Create Empathy
  I. Identifying Feelings and Responding
    Active Listening...Some Helpful Hints
    Active Listening for Different Purposes
  K. Listen
     
  VIEW PDF [46 pages]
     
     
4.
Appropriate Assertiveness
  Core Material:
  A. Distinguishing between Aggressive, Passive and Assertive Behaviours
  B. Understanding Our Responses
  C. Needs and Rights
  D. “I” Statements
  E. After an “I” Statement: Where to Next?
  F. Additional Assertiveness Activities
     
  Activities:
  React or Respond
  Creating a Bill of Assertive Rights
  Formulating “I” Statements
  Experiencing the Differences Between Aggressive and Assertive Styles.
  Broken Record Technique
     
  Handout Sections:
  A. Will You React or Respond? Fight, Flight, Flow
  C. A Bill of Assertive Rights
  D. “I” Statements
     
  VIEW PDF [29 pages]
     
     
5.
Co-operative Power
  Core Material:
  A. Stimulus Activity
  B. Introduction to Power
  C. Power Bases
  D. Power Game Relationships
  E. Discovery Circles
  F. Personal Power
  G. Transforming “I Should” to “I Choose”
  H. Shifting away from Demand Behaviour
  I. Exploring Positive Outcomes from the Past
  J. Dealing with Difficult Behaviours
  K. Responding to Resistance from Others
  L. Working with Powerful People
  M. Concluding Comments
     
  Activities:
  Power Line-Up
  Power Game Triangle and Discovery Circle
  Demand Behaviour
  Exploiting Positive Outcomes from the Past
  Dealing with Difficult Behaviours
  Responding to Resistance from Others
  Developing Responses to Deal with Resistance from Others
     
  Handout Sections:
  C. Manipulation and Influence
  D. Power Game Triangle
  E. Transforming the Power Game Triangle into the Discovery Circle
Discovery Circle
  F. Ten Empowering Thoughts
  G. Transforming “I Should” to “I Choose”
    Personal Power: “I Should” vs “I Choose”
  H. Demand Behaviour - Power Over
    An Alternative to Demand Behaviour - Power With
  I. Exploiting Positive Outcomes from the Past
  J. Strategies to Deal with Difficult Behaviours
    Dealing with Difficult Behaviours
  K. Responding to Resistance from Others
     
  VIEW PDF [62 pages]
     
     
6.
Managing Emotions
  Core Material:
  A. Identifying Emotions and their Effects
  B. Expressing Our Emotions
  C. Handling Our Own Anger
  D. Managing Our Emotions
  E. Handling Difficult Emotions in Others
  F. Concluding Discussion
     
  Activities:
  Exploring Our Emotional Responses to Conflict
  Focusing
  Handling Another Person's Inflammation
     
  Handout Sections:
  A. How Do You Feel Today?
    Accepting Our Emotions
  B. The Cycle of Emotions
  C. Handling Your Own Anger
  D. Exploring Our Responses to Conflict
    Focusing on Conflict
  E. Handling Difficult Emotions in Others
     
  VIEW PDF [24 pages]
     
     
7.
Willingness to Resolve
  Core Material:
  A. Exploring Our Unwillingness to Resolve
  B. Projection
  C. Resentment and Acknowledgment
  D. Resentment
  E. Managing Unwillingness to Resolve in Others
  F. Concluding Comments
     
  Activities:
  Desert Island Exercise
  Forgiveness Process
     
  Handout Sections:
  B. Desert Island Exercise
    Projection and Shadow
  E. Managing Unwillingness to Resolve in Others
     
  VIEW PDF [22 pages]
     
     
8.
Mapping the Conflict
  Core Materials:
  A. Introduction to Mapping
  B. The Steps of Mapping
  C. Reading a Map
  D. When to Use Mapping
  E. When it is Difficult to Identify the Issue
  F. From Mapping to Generating Solutions
     
  Activities:
    Cluster Diagram
    Source Areas of Conflict
     
  Handout Sections:
  B. Mapping
    How to Uncover Needs
  C. Reading Your Map
  E. Source Areas of Conflict
     
  VIEW PDF [21 pages]
     
     
9.
Designing Options
  Core Materials:
  A. Stimulus Activity
  B. Creating Options
  C. A Practice Session on Designing Options
  D. Steps in Choosing Options
  E. Acting on the Chosen Option
  F. Concluding Comments
     
  Activities:
  Unleashing Creativity
     
  Handout Section:
  B. Designing Options
     
  VIEW PDF [10 pages]
     
     
10.
Negotiation
  Core Materials:
  A. Stimulus Activity
  B. Exploring the Concept of Negotiation
  C. The Phrases and Skills of Negotiation
  D. Responding to Resistance to Others
  E. Opening a Negotiation
  F. Using DISC to Understand Negotiation Styles
  G. Responding to “Unfair” Tactics
  H. Practising Negotiation
     
  Activities:
  Buying and Selling
  Opening a Negotiation
  Negotiation in Practice
     
  Handout Section:
  C. The Skills of Negotiation
  E. Thirty Second Opener
  F. DISC Negotiation Styles
  G. Strategies for Responding to “Unfair” Tactics
    Responding to “Unfair” Tactics
  H. Negotiation: Preparation Phase
     
  VIEW PDF [37 pages]
     
     
11.
Mediation
  Core Material:
  A. Exploring the Meaning and Uses of Mediation
  B. The Purposes of this Session
  C. The Qualities of Mediators
  D. Identifying the Stages and Skills in a Mediation
  E. Applying Key Principles and Skills of Mediation to Everyday Conflicts
     
  Activities:
  Mirroring
  Establishing a Mediation
  The Stages and Skills of Mediation
     
  Handout Section:
  E. Mirroring
    The Third Party Mediator
    Mediation Skills
    Observations During a Mediation
     
  VIEW PDF [25 pages]
     
     
12.
Broadening Perspectives
  Core Materials:
  A. About Broadening Perspectives
  B. Steps in Broadening Perspectives
  C. Closing the Course and Acknowledgments
     
  Activities:
  Case Studies in Conflict
     
  Handout Sections:
  A. The Skills of Conflict Resolution
    Case Study in Conflict: Family Feud
    The Split Up
    The New Manager
    The Barking Dog
    The Oval
    Professionals and Volunteers
    Workplace Bargaining
  B. Intention Commitment Sheet
     
  VIEW PDF [28 pages]
     
     
IV.
Aikido
  Core Materials:
  A. Introduction to Aikido
  B. Aikido and its Relevance to CR
     
  Activities:
  Aikido Exercises
     
  VIEW PDF [13 pages]
     
     
V.
Bioenergetics
  Core Material:
  A. Experiencing Emotions in Our Bodies
  B. An Introduction to Bioenergetics
  C. Bioenergetics in Context
     
  Activities:
  Bioenergetics Exercises
     
  VIEW PDF[11 pages]
     
     
 
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