The Conflict Resolution Training Program Leader's Manual offers a step-by-step approach for teaching dispute resolution techniques to both new and seasoned negotiators, mediators, and arbitrators. This hands-on manual is filled with a variety of exercises, activities, worksheets, role plays, and other interactive techniques that are readily accessible for teaching the skills needed to resolve conflicts. Trainers can select the sections of the flexible program that best meet their specific objectives and goals.
Authors Prudence Bowman Kestner and Larry Ray have years of experience conducting conflict-solution trainings and seminars with a wide variety of organizations. Together they developed the Leader's Manual based on their highly successful Conflict Resolution Training Program. The manual includes valuable lessons on multi-option dispute resolution, conflict and conflict management, communication skills, values, perspectives, creativity, consensus, negotiation, mediation, and arbitration. The Conflict Resolution Training Program includes

• Four introductory activities to help the trainers get to know the participants
• An exploration of such critical issues as stereotyping, perspectives, and power
• A description of how creativity is of vital importance for resolving conflicts
• Suggestions for honing communication skills such as empathic listening, questioning, validating, reframing, and nonverbal communication
• A proven multi-option approach to dispute resolution
• Recommendations for dealing with crisis, the nature of conflict, styles of conflict management, and impasse
• An explanation of the distinction between positions and issues
• Tips on teaching stages of mediation and using role plays in mediation training