Class

• Course introduction.
• Discussion of conflict, where it comes from, how we respond to conflict and why it is important to know.
• Introduction to different types of dispute resolution, rules for fighting fair and fouls (behaviors) to avoid.
• Class exercise in dealing with conflict.

Objective

• To understand our individual responses to conflict, when our response is appropriate and when it is not.
• To understand the various processes which can be used to manage conflict.
• To understand that there can be rules (and behaviors) used to reduce conflict and fouls that will escalate it.

Class

• Communications techniques, active listening, neutral language.
• Practice exercise.

Objective

• To become familiar with various communication techniques used to increase positive communication.
• To become familiar with active listening skills.
• To understand the concept of neutral language and apply it in communication during conflict

Class

• Principles in mediation, models of mediation. Mediation exercise
• Psychological considerations in conflict management. Practice exercise.

Objectives

• To understand the theory of conflict resolution and the principles involved in win-win outcomes.
• To learn the different models of mediation and to understand when each is appropriate.
• Understanding the psychological issues in dealing with conflict, people in conflict and conflict situations.
• Understanding the psychological issues for staying neutral in conflict situation.

Class

• Discussion of mediation procedures, demonstration of mediation. Practice exercise.

Objectives

• To understand and use mediation procedures to help manage conflict.
• To practice techniques used in conflict management.

Class

• Dealing with difficult people.
• Practice exercise.

Objectives

• To understand techniques to overcome entrenchment.
• To practice skills which help overcome entrenchment.

Class

• Strategies for selecting a dispute resolution process.
• Options development.
• Practice exercise.

Objectives

• To understand the economics of dispute resolution.
• To practice selecting out appropriate processes for particular situations.

Class

• A Toolbox @ , techniques used in managing conflict and improving communication.

Objectives

• To learn a variety of techniques used in dispute resolution.
• To practice techniques learned in class.
• To learn and understand techniques such as A brainstorming @ and A squeezing @ used for expanding options.

Class

• Cross-cultural considerations.
• Practice exercise.

Objectives

• To understand the impact of cultural differences in dealing with communication and conflict.
• To practice identifying different perspectives of various groups and cultures.

Class

• Final exam.

Objectives