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.

You may view an index of each chapter before opening the PDF by clicking on the links below.

Due to the large size of some of these PDF files they may take several minutes to open depending on your Internet connection speed.

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]
		Top

PO Box 1016 Chatswood 2057 NSW Aust Ph +61 2 9419-8500 E-mail: This email address is being protected from spam bots, you need Javascript enabled to view it website: www.crnhq.org Fax +61 2 9413-1148

© This CRN material can be freely reproduced provided this copyright notice appears on each page.