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ABSTRACT
DOCUMENT RESUME
CE 078 643
Resolving Conflicts: Getting along with Co-Workers. JobLinkWinning at Work Instructor's Manual, Module 8.Coast Community Coll. District, Costa Mesa, CA.Office of Vocational and Adult Education (ED), Washington,DC. National Workplace Literacy Program.1996-00-00334p.; For "JobLink" final report and the ten relatedinstruction manuals, see CE 078 635-645.JobLink, c/o Coast Community College District, 1370 AdamsAvenue, Costa Mesa, CA 92626; e-mail: [email protected]($95).
Guides Classroom - Teacher (052)MF01/PC14 Plus Postage.Adult Basic Education; Adult Literacy; Adult Students;Conflict; *Conflict Resolution; Decision Making; Dissent;Educational Needs; *Job Skills; Learning Activities;Learning Modules; Literacy Education; *On the Job Training;Pretests Posttests; Problem Solving; Supervisory Training;Teaching Guides; Teaching Methods; Transparencies;*Workplace Literacy
This manual is a guide to an interactive training programdesigned to address key skills necessary in todav's highworkplace. The module is intended to meet the learning needs of productionworkers who may have limited basic skills or literacy. This module, whichaddresses conflict resolution, focuses on helping employees understand thevalue of good interpersonal relationships and how to facilitate a win-winteam atmosphere in the workplace. Workers using the module receive practicalhints and learn strategies for handling workplace conflicts in constructiveand creative ways. Workers and supervisors can be helped to become partnersin creating a new workplace community in which conflicts can be resolved,managed, and transformed to the benefit of the company and its employees.This module contains six 1-1/2 hour lessons that cover the following topics:(1) identifying workplace conflicts and ways of resolving them; (2)
developing a win-win attitude; (3) tools for conflict resolution; (4) how tohave a fair fight; (5) managing the conflicts within; and (6) conflicts:heading 'em off at the pass. The training manual includes an instructor'sguide that contains activities for each lesson, transparency masters andstudent handouts, information sheets, teaching suggestions, and pre- andposttests; and a supervisor's guide that includes lessons on getting alongwith co-workers. (KC)
********************************************************************************
Reproductions supplied by EDRS are the best that can be madefrom the original document.
********************************************************************************
Li b
link
Win
ning
At
Wor
k 2
Res
olvi
ng C
onfl
icts
Get
ting
Alo
ng W
ithC
o-W
orke
rsV
Ide
ntif
ying
Wor
kpla
ceC
onfl
ids
& W
ays
of R
esol
utio
n
'w ,M,A
tte
'WV
Dev
elop
ing
a W
in-W
in A
ttitu
de
Too
ls f
or C
onfl
ict R
esol
utio
n
How
to H
ave
a Fa
ir F
ight
Man
agin
g th
e C
onfl
icts
With
in
Con
flic
ts: H
eadi
ng'e
m O
ff a
t the
Pas
s
BE
ST C
OPY
AV
AIL
AB
LE
U.S
.U
.. D
EP
AR
TM
EN
T O
F E
DU
CA
TIO
NO
ffiof
Edu
catio
nal R
esea
rch
and
Impr
ovem
ent
ED
AT
ION
AL
RE
SO
UR
CE
S IN
FO
RM
AT
ION
CE
NT
ER
(E
RIC
)hi
s do
cum
ent h
as b
een
repr
oduc
ed a
sre
ceiv
ed fr
om th
e pe
rson
or
orga
niza
tion
orig
inat
ing
it.
0 M
inor
cha
nges
hav
e be
en m
ade
toim
prov
e re
prod
uctio
n qu
ality
.
Poi
nts
of v
iew
or
opin
ions
sta
ted
in th
isdo
cum
ent d
o no
t nec
essa
rily
repr
esen
tof
ficia
l OE
RI p
ositi
on o
r po
licy.
3
Res
olvi
ng C
onfl
icts
Inst
ruct
or's
Man
ual-
.To
Hel
p Y
ou o
n th
e Jo
b
lir T
able
of
Con
tent
s
JobL
ink
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
5-17
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
19-3
1
sL
esso
n 3:
Too
ls f
or C
onfl
ict R
esol
utio
n33
-49
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht51
-67
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
69-8
3
sL
esso
n 6:
Con
flic
ts: H
eadi
ngem
Off
at
the
Pass
85-9
9
Inst
ruct
or's
Man
ual
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t4
Res
olvi
ng C
onfl
icts
Inst
ruct
or's
Man
ual-
To
Hel
p Y
ou o
n th
e Jo
b
An
Intr
oduc
tion
Inst
ruct
or's
Man
ual
Job
Lin
k
Thi
s m
odul
e se
eks
topr
ovid
e un
ders
tand
ing
and
skill
s fo
r ha
ndlin
g w
orkp
lace
conf
licts
in
cons
truc
tive
and
crea
tive
way
s. I
t atte
mpt
s to
for
ge a
part
ners
hip
betw
een
empl
oyee
s an
d su
perv
isor
s in
crea
ting
a ne
w w
orkp
lace
com
mun
ity in
whi
chco
nflic
ts c
an b
e re
solv
ed, m
anag
ed, a
nd tr
ansf
orm
ed to
the
bene
fit o
f th
e co
mpa
ny a
nd it
s em
ploy
ees.
The
mod
ule
is in
tend
ed to
be
flex
ible
and
ada
ptab
le to
each
com
pany
's p
artic
ular
nee
ds. A
ctiv
ities
may
be
rest
ruct
ured
aro
und
com
pany
mat
eria
ls r
esou
rces
, or
acco
rdin
g to
the
trai
ner's
teac
hing
sty
le a
nd
pref
eren
ces.
The
goa
l and
obj
ectiv
es p
rovi
de a
fra
mew
ork
inw
hich
to w
ork
and
focu
s up
on c
onfl
ict
reso
lutio
n sk
ills.
The
less
ons
and
activ
ities
hav
e be
en d
esig
ned
to in
tegr
ate
liter
acy
skill
s (r
eadi
ng a
nd w
ritin
g) w
ith v
erba
l
com
mun
icat
ion
(spe
akin
g an
d lis
teni
ng).
Eac
h le
sson
con
tain
sea
ch o
f th
ese
com
pone
nts.
The
mod
ule
also
seek
s to
be
sens
itive
to th
e di
ffer
ent l
earn
ing
styl
es o
f th
e st
uden
ts.
Part
icul
ar a
ttent
ion
has
been
pai
d to
the
spec
ial n
eeds
to th
ose
for
who
m E
nglis
h is
a s
econ
d la
ngua
gean
d al
so to
cro
ss-c
ultu
ral
com
mun
icat
ion.
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
7
Res
olvi
ng C
onfl
icts
**V
Inst
ruct
or's
Man
ual-
To
Hdp
You
on
the
Job
Mod
ule
8 M
ater
ials
Job
Lin
k
Mat
eria
lsLe
sson
#
Nam
e ta
gsA
ll
Pape
rA
ll
Penc
ilsA
ll
Tra
nspa
renc
y M
arke
rsA
ll
Flip
cha
rt m
arke
rsA
ll
Indo
c ca
rds
3,5
Bla
nk tr
ansp
aren
cies
3
Mul
ticol
ored
mar
kers
6
Lar
ge p
oste
r bo
ards
6
Vid
eos/
Boo
ksLe
sson
#
The
I L
ove
Luc
y C
olle
ctio
n, v
olum
e 23
: 'R
edec
orat
ing
the
Mer
tze'
s A
part
men
t'.Fo
x V
ideo
Inc
., B
ever
ly H
ills,
CA
., 19
941
The
Dif
fere
nt D
rum
: Com
mun
ity M
akin
g an
d Pe
ace,
M. S
cott
Peck
, Sim
on &
Sch
uste
r, I
nc; N
ew Y
ork,
198
72
Abb
ott &
Cos
tello
: Who
's O
n Fi
rst"
.B
urba
nk V
ideo
, Bur
bank
, CA
., 19
903
The
Hon
eym
oone
rs: "
Gre
ates
t Bat
tles'
.M
PI
Hom
e V
ideo
, 198
9.4
Chi
cken
Sou
p fo
r th
e So
ul, J
ack
Can
fiel
d an
d M
ark
Vic
tor
Ans
en,
Hea
lth C
omm
unic
atio
n, I
nc.;
Dee
rfie
ld B
each
, Flo
rida
, 199
35
'See
ing
Ano
ther
Poi
nt o
f V
iew
May
Bre
ak th
e C
yde
of A
ngel
',St
. Lou
is P
ost-
Dis
patc
h; A
pril
12 1
996.
.5
A11
1 R
eally
Nee
ded
to L
earn
I L
earn
ed in
Kin
derg
arte
n.R
ober
t Ful
gham
, Vill
ard
Boo
ks, N
ew Y
ork,
199
06
Equ
ipm
ent
Less
on#
Ove
rhea
d pr
ojec
tor
All
Flip
cha
rt/W
hite
boar
dA
ll
TV
Mon
itor/
VC
RA
ll
8In
stiu
ctoe
sC
opyr
ight
C)
1996
by
Coa
slru
nity
Col
lege
Dis
tric
t
9
J bL
ink
Win
ning
At
Wor
k
Res
olvi
ng C
onfli
cts
Get
ting
Alo
ng W
ith C
o-W
orke
rsLe
sson
1Id
entif
ying
Wor
kpla
ce C
onfli
cts
& W
ays
of R
esol
utio
n
Res
olvi
ng C
onfl
icts
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
Les
son
Des
crip
tion
jobL
ink
Thi
s in
trod
ucto
ry le
sson
hel
ps e
mpl
oyee
s id
entif
y (1
) co
nflic
ts w
ithin
the
wor
kpla
ce a
nd (
2) w
ays
to
reso
lve
conf
licts
. Afte
r em
ploy
ees
over
view
the
obje
ctiv
es, t
hey
com
plet
e a
surv
ey (
Firs
t Act
ivity
) th
at
serv
es a
dua
l pur
pose
:
It in
trod
uces
them
to th
e to
pic:
res
olvi
ng c
onfl
icts
.
It s
erve
s as
a b
asis
for
sm
all g
roup
dis
cuss
ion
of th
e to
pic.
Em
ploy
ees
surv
ey r
esul
ts m
ay b
e co
mpi
led
and
shar
ed w
ith th
e cl
ass.
The
n th
e co
ncep
t of
cons
ensu
s is
intr
oduc
ed,
alon
g w
ith p
ossi
ble
effe
cts
of c
onfl
ict r
esol
utio
n an
d no
nres
olut
ion
on b
oth
empl
oyee
s an
d th
eir
com
pani
es.
The
Sec
ond
Act
ivity
use
s a
vide
o to
eng
age
part
icip
ants
in c
onfl
ict a
nd r
esol
utio
n. E
mpl
oyee
s vi
ew e
noug
h of
the
vide
o to
see
the
conf
lict,
but n
ot th
e re
solu
tion.
The
y ar
e no
w a
sked
to id
entif
y th
e co
nflic
t and
to p
redi
ct th
e
reso
lutio
n. T
hen
empl
oyee
s w
atch
the
end
of th
e vi
deo,
see
the
reso
lutio
n, a
nd d
iscu
ss it
bri
efly
. (T
he v
ideo
use
d
shou
ld b
e pr
evie
wed
, and
the
appr
opri
ate
shor
t sec
tions
sho
uld
be s
elec
ted
befo
reha
nd.)
In th
e T
hird
Act
ivity
, em
ploy
ees
assu
me
a D
ear
Abb
y ro
le a
s th
ey w
rite
and
res
pond
to p
erso
nal a
nd w
orkp
lace
conf
licts
in th
eir
com
pani
es. (
Thi
s ac
tivity
has
thre
e op
tions
. Any
, or
all,
may
be
adap
ted
or o
mitt
ed d
ue to
tim
e co
nstr
aint
s.)
Hom
ewor
k A
ssig
nmen
t:H
and
out t
he C
onfl
ict R
esol
utio
n L
og. A
sk e
mpl
oyee
s to
obs
erve
con
flic
ts in
thei
r
wor
kpla
ce a
nd to
mak
e no
tes
of w
ays
thes
e co
nflic
ts w
ere
man
aged
. (T
hey
will
eva
luat
e st
yles
and
mor
e le
ctiv
e
reso
lutio
ns in
late
r le
sson
s.)
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts H
IN
'ays
of
Res
olut
ion
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 6
Res
olvi
ng C
onfl
icts
`K
.7L
esso
n 1:
Ide
ntif
ying
Wor
kpla
ce C
onfl
icts
&W
ays
of R
esol
utio
n
V O
bjec
tives
By
com
plet
ing
this
less
on,
empl
oyee
sw
ill w
ork
in te
ams
to:
1.Id
entif
ying
com
mon
wor
kpla
ceco
nflic
ts.
2.D
iffer
entia
tebe
twee
n (a
) w
ays
of a
ttem
pted
res
olut
ion
that
hel
pan
d (b
) w
ays
that
hin
der.
3.U
nder
stan
dth
e m
eani
ng o
fco
nsen
sus.
V M
ater
ials
Nee
ded
T H
ardw
are
1. N
ame
tags
2.Pa
per
(2 s
heet
s pe
r em
ploy
ee)
3.Pe
ncils
(1
per
empl
oyee
)
4. O
verh
ead
proj
ecto
r5.
Tra
nspa
renc
y m
arke
rs
6.Fl
ip c
hart
or
whi
tebo
ard
7.A
ppro
pria
te m
arke
rs
Mat
eria
ls N
eede
dH
ardw
are
(con
tinue
d)8.
TV
and
VC
R9.
A v
ideo
that
dep
icts
asi
mpl
e co
nflic
tan
d re
solu
tion.
(R
ecom
men
datio
n:Pu
rcha
se a
n I
Lov
e L
ucy
epis
ode
such
as
Dec
orat
ing
the
Mer
tzes
Apa
rtm
ent o
r an
equi
vale
nt v
ideo
.)
10. S
mal
l not
eboo
k fo
r em
ploy
ee-
gene
rate
d gl
ossa
ry.
11. A
Dea
r A
bby
colu
mn
from
the
loca
lpa
per.
Form
sn
"Pre
test
°
"Lea
rner
Enr
ollm
ent"
7 T
rans
pare
ncie
s"C
onfl
ict R
esol
utio
n Su
rvey
" (T
rans
pare
ncy
1)
"Com
mon
Con
flic
ts/C
omm
on R
esol
utio
ns"
(Tra
nspa
renc
y 2)
"Con
sens
us"
(Tra
nspa
renc
y 3)
"Giv
ing
Adv
ice"
(T
rans
pare
ncy
4)"C
onfl
ict R
esol
utio
n L
og"
(Tra
nspa
renc
y 5)
rrem
min
mer
&kW
/7k
V M
ater
ials
Nee
ded
Han
dout
sL
s I
"Con
flic
t Res
olut
ion
Surv
ey"
(Han
dout
1)
"Com
mon
Con
flic
ts/C
omm
onR
esol
utio
ns"
(Han
dout
2)
"Con
sens
us"
(Han
dout
3)
"Giv
ing
Adv
ice"
(H
ando
ut 4
)
"Con
flic
t Res
olut
ion
Log
" (H
ando
ut 5
)
7 C
lass
room
Set
-up
Tot
al T
ime:
90
min
utes
Ope
ning
- L
arge
Gro
up
Firs
t Act
ivity
- L
arge
Gro
up
Seco
nd A
ctiv
ity-
Lar
ge G
roup
Thi
rd A
ctiv
ity-
Part
ners
(2)
End
ing-
Lar
ge G
roup
15 m
in.
20 m
in.
25 m
in.
20 m
in.
10 m
in.
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
14C
opyr
ight
©19
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
Page
7
Res
olvi
ng C
onfl
icts
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
111.
1112
00/P
.011
01le
.1In
, Cn/
lIst
Jobi
lnk
Nam
eD
ate
Pret
est/P
ostte
st01
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o W
aft g
ni M
IDI O
N IO
W O
f Ow
com
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NW
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_ I
Com
mie
9.
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dab
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on b
y to
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tke
pap
ix te
m12
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dec
bta
cT
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nuke
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To
trod
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in-W
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bane
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rmit
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rib In
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hich
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llow
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nflic
t mill
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ark,
Avo
idb
Dom
inat
ec
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abe
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havi
ngdb
acee
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t It I
s oc
enet
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wea
ry lo
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uert
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its th
e qu
estio
ns b
elow
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lbe
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irbee
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epre
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you
r am
ber
21
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ee W
ow12
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ver
meo
ns21
211I
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wee
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anta
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eber
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bibe
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lI b
ilk I
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Inpo
rten
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23
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ow lo
mow
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Form
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
Cop
yrig
l-it
©19
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
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16B
EST
CO
PYA
VA
LM
M
17
Page
8
Res
olvi
ng C
onfl
icts
vL
esso
n 1:
Ide
ntif
ying
Wor
kpla
ce C
onfl
icts
& W
ays
of R
esol
utio
n
:7 A
ctiv
ities
\ -1 O
peni
ng: 1
5 M
inut
es
jobL
ink
1.H
ave
empl
oyee
s si
gn in
and
wea
r na
me
tags
.
2.In
trod
uce
your
self
and
wel
com
e em
ploy
ees.
3.In
trod
uce
the
goal
of
this
mod
ule.
4.E
xpla
in th
e ob
ject
ives
of
toda
ysle
sson
.
5.D
istr
ibut
e"P
rete
srE
xpla
inth
at th
e st
uden
ts a
re n
ot e
xpec
ted
to k
now
all
of th
e an
swer
s at
this
poin
t
6.D
istr
ibut
e "L
earn
erE
nrol
lmen
t For
m"
and
expl
ain
how
to f
ill th
e fo
rm o
ut
7.C
olle
ct"L
earn
er E
nrol
lmen
t For
ms"
and
"Pr
etes
r.
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
13
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 9
Res
olvi
ng C
onfl
icts
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
1111
1111
.Inlo
i Com
/ Het
firw
iree.
..4.1
... C
alm
s W
an d
leo*
Con
flict
Res
olut
ion
Sur
vey
IW
hat a
le th
e m
ost f
requ
em k
inds
of c
onfli
cts
in th
e w
orkp
lace
,
2H
OW
do
peop
le a
t wor
k us
ually
dea
l with
con
flict
s, (
Ow
l as
man
y as
app
ly to
p. N
orio
! I
angr
yG
ossm
or
spre
ad r
umor
sA
void
the
conf
lict
_ G
etsu
perv
isol
to s
olve
the
conf
bct
_ Li
sten
to o
ne a
noth
er c
aref
ully
lei a
go
Lssn
bfne
enon
rgee
tsoe
n.so
ayS
tnra
lyre
soe
Rec
e m
hos
to d
o o
thei
r w
ay_
lay
to u
nder
stan
d th
e ot
her
pers
ons
Tal
k di
rect
ly to
thr
peop
le in
volv
edpo
lio o
f vie
wH
ave
a m
eetin
g to
talk
lose
rO
ther
Tak
e si
des
3H
ow d
o V
ali s
ocia
lly d
eal w
ith a
com
pany
coo
llin
or w
all a
per
sona
l too
th&
4H
ow d
o Y
OU
wis
h pe
ople
wou
ld h
andl
e co
nflic
ts,
Wha
t effe
cts
do u
nres
olve
d co
nflic
ts h
ave
on p
eopl
e, O
n co
mpa
nies
,
6D
escr
tbe
your
con
than
ys p
olic
y fo
e de
alin
g w
ah c
onfli
cts
in th
e w
orkp
lace
7H
ow <
add
we
prev
ent w
orkp
lace
con
flict
s,
Lew
.. I l
eknO
nn e
tsoO
ho C
aohn
.C
aprt
o 01
05 b
p C
ow C
onm
ray
CO
al. O
re.
Elu
l*
Cite
aleo
l te,
Cow
.O
A, N
or..
Han
dout
la, l
b, T
rans
pare
ncy
la, l
b
2 0
1111
111.
1.1.
2 C
oe tt
tttta
w. 1
twia
Tat
Ced
e. W
.1 a
viv
re,
Com
mon
Con
flict
s/R
esol
utio
ns
Com
mon
Con
flict
s in
the
Wor
kpla
ce
Typ
ical
Way
s of
Res
olvi
m C
onfli
cts
in th
e kV
orkp
lace
JobL
Ink
Yoe
I60
1115
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o,*
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y C
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Ca.
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dout
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rans
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ncy
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jobl
ink
Con
sens
us
The
gen
eral
opi
nion
or
agre
emen
t of
a gr
oup.
Con
sens
us.
Lkb
iltic
A d
eris
ion
arm
d up
on b
y th
t mire
pup
or
Man
.A
doi
sion
that
an
mam
bos
MI s
uppo
rt e
nd n
o m
onbw
3
Con
smst
s iti
rohc
s tim
e W
ontin
g co
nsid
nono
n 4a
11 id
oo,fi
xibi
hiy.
Om
ptra
tioto
and
the
wifi
to a
rt a
s a
torn
for
Ms
best
ceth
r co
mpa
ny g
roup
, and
indi
yidu
d
Atig
lo n
ot D
r m
eyor
usfu
st M
our
at p
riorit
y M
ight
not
mat
t em
pty
tota
lly s
atis
fied
D a
s no
t tio
latr
or
rom
plor
nisr
any
str
ong
com
ictic
os
Is th
r m
OT
I rffr
a an
d &
Ord
goa
l of d
atio
n-m
atin
g an
d co
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s C
OM
AS
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noT
tew
ethe
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Han
dout
3, T
rans
pare
ncy
3
21.
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
RE
IT C
OP
YA
VA
PA
BLE
Page
10
Res
olvi
ng C
onfl
icts
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
Act
iviti
esFi
rst A
ctiv
ity: 2
0 M
inut
es
CH
-1, T
-11
Han
dout
Tra
nspa
renc
y
(H-2
, T-2
)H
ando
utT
rans
pare
ncy
CH
-3, 1
-3)
Han
dout
Tra
nspa
renc
y
1.T
elle
mpl
oyee
s th
at th
ey a
re g
oing
to p
artic
ipat
e in
a s
urve
y.
Job
Lin
k
2.E
ncou
rage
thou
ghtf
ul, h
ones
t res
pons
es (
assu
re th
em th
is in
form
atio
n w
ill n
otbe
use
d ag
ains
t the
m a
s
empl
oyee
s).
3.D
istr
ibut
ean
d pr
ojec
t the
"C
onfl
ict R
esol
utio
n Su
rvey
".
4.E
xpla
inan
d si
mpl
ify
each
que
stio
n to
hel
p E
SL e
mpl
oyee
s ov
erco
me
any
lang
uage
obs
tacl
es.
5.T
elle
mpl
oyee
s to
take
thei
r tim
e in
res
pond
ing
to th
e su
rvey
.
6.D
istr
ibut
ean
dpr
ojec
t"C
omm
on C
onfl
icts
/Com
mon
Res
olut
ions
" an
das
kem
ploy
ees
for
inpu
t
7.D
istr
ibut
ean
d pr
ojec
t "C
onse
nsus
".E
xpla
inth
e m
eani
ng o
f co
nsen
sus,
and
ask
em
ploy
ees
ifth
ere
is a
con
sens
us r
egar
ding
"C
omm
on C
onfl
icts
/Com
mon
Res
olut
ions
".
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
0
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 1
1
Res
olvi
ng C
onfl
icts
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
Act
iviti
esSe
cond
Act
ivity
: 25
Min
utes
Job
Lin
k
Prep
are
to s
how
a c
onfl
ict r
esol
utio
n vi
deo
(e.g
.,th
e I
Lov
e L
ucy
epis
ode
entit
led
Red
ecor
atin
g th
e
Mer
tzes
Apa
rtm
ent o
r a
sim
ilar
vide
o).
2.Se
t the
sce
ne f
or th
e st
ory.
(C
hoos
e a
shor
t seg
men
tth
at p
ortr
ays
the
conf
lict.
You
don
't ne
ed to
sho
w th
e w
hole
vide
o.)
Exp
lain
the
stor
y lin
e as
nec
essa
ry to
fill
in e
arlie
r sc
enes
that
par
ticip
ants
will
not
see
.
Prep
are
the
dass
to lo
ok f
or th
e co
nflic
t.
3. S
how
the
vide
o se
gmen
t. St
op a
tna
tura
l bre
aks
to c
lari
fy a
nd to
che
ck f
or c
ompr
ehen
sion
am
ong
ESL
par
ticip
ants
per
iodi
cally
, if
nece
ssar
y.
4.St
op b
efor
e th
e re
solu
tion.
Ask
the
clas
s to
pre
dict
the
outc
ome.
5.Pl
ay th
e re
st o
f th
e vi
deo.
Beg
in a
sho
rt d
iscu
ssio
n on
the
conf
lict r
esol
utio
n in
the
vide
o.
21
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
a S-
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 1
3
Res
olvi
ng C
onfl
icts
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
1111
11tI
relv
1=C
onfl
le, O
O
Giv
ing
Adv
ice
OD
ISon
i
Wri
te a
sho
rt le
tter
ailin
g fo
r ad
vice
Re,
a D
ear
Abb
y le
nge
=ta
iling
in u
rn:s
olve
dm
att (
eith
er r
eal o
r im
agir
ed)
that
you
hav
e ha
d at
wor
t
Shar
e yo
ur le
tter
with
ano
ther
per
son
who
will
giv
e yo
u ad
vice
. will
wri
te a
sol
utio
n,an
d th
en r
etur
n yo
ur le
tter
to y
ou
ovum
2
NM
of
the
car
As
an e
mpl
oyee
, wri
te a
kbe
r to
you
r co
rnpa
ny (
Dea
r C
ompa
ny).
desa
ibrr
g a
conf
lid y
ou a
re a
war
e of
and
fal
ling
for
a so
lutio
n
Mar
haf
f of
Ms
OM
Act
ing
as a
spo
kesp
enon
thr
the
com
pany
, wri
te a
lette
r to
the
empl
oyee
s M
eer
Em
ploy
eed
conc
erni
ng a
com
pany
con
flic
t and
ask
ing
for
a ca
utio
n
Exc
hang
e yo
ur le
tter
with
som
eone
fro
m th
e et
her
half
and
pro
pose
roo
lutio
ns to
the
conf
licts
rai
sed.
Ret
urn
yoir
lette
rs to
the
orig
inal
wri
ter'
end
disu
se th
e so
lutio
ns.
Law
n L
11.1
,0,1
04dg
ke C
area
t .C
appl
Ot S
lum
IT C
.C
assm
sep
fir P
ole
11
Han
dout
4, T
rans
pare
ncy
4
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts C
e W
ays
of R
esol
utio
nC
opyr
ight
C19
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
26B
EST
nr:1
V
JobL
frik
27Pa
ge 1
4
Res
olvi
ngC
onfl
icts
VL
esso
n 1:
Ide
ntif
ying
Wor
kpla
ce C
onfl
icts
& W
ays
of R
esol
utio
n
Act
iviti
esT
hird
Act
ivity
: 20
Min
utes
1.D
istr
ibut
ean
dpr
ojec
t"G
ivin
g A
dvic
e".
2.F
ollo
wth
e di
rect
ions
in th
e ha
ndou
t. Fi
rst,
have
empl
oyee
s w
ork
in tw
os,
each
with
a p
artn
er;
then
div
ide
the
dass
in h
alf
(Om
it an
y pa
rt if
time
does
not
per
mit.
)
(T4.
14.0
nans
gens
ney
Win
dow 23
JobL
ink
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts c
e W
ays
of R
esol
utio
nC
opyr
ight
C19
96 b
y C
oast
Com
mun
ity C
olle
geD
istr
ict
Page
15
Res
olvi
ng C
onfl
icts
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
IIIIIR
eolv
intt
Con
flict
Lem
on I:
Iden
lifyl
re W
orkp
lace
Cos
tlier
, 6' W
ays
of R
esol
utio
n
Con
flict
Res
olut
ion
Log
Jobl
ink
Dat
eC
onfli
ct O
bser
ved
How
Con
flict
Was
Man
aged
Sty
le°T
uft A
o: e
mm
odst
e
A M
ore-
Effe
ctly
eR
esol
utio
n
1 2 3 4 5 6
Raw
ls.*
3
Han
dout
5, T
rans
pare
ncy
5
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
3 0
(T..?
E.
3 i
OPY
AV
AIL
AB
LE
jobl
ink
Page
16
Res
olvi
ng C
onfl
icts
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
lir A
ctiv
ities
3
End
ing:
10
Min
utes
('M. W
I)T
rens
pren
cYH
ando
ut
1.R
evie
wth
e ob
ject
ives
of
this
wor
ksho
p
JobL
ink
2.E
ncou
rage
empl
oyee
s to
obs
erve
con
flic
ts a
nd r
esol
utio
ns in
thei
r w
orkp
lace
and
in th
eir
pers
onal
live
s.
3.D
istr
ibut
eth
e "C
onfl
ict R
esol
utio
n L
og"
and
proj
ectt
he tr
ansp
aren
cy.
Exp
lain
the
cate
gori
es a
nd
assi
gnth
e L
og f
or h
omew
ork.
(E
mpl
oyee
s ne
ed o
nly
to o
bser
ve a
nd n
ote
conf
licts
and
how
they
wer
em
anag
ed;
they
will
eva
luat
e st
yles
and
mor
e d-
fect
ive
reso
lutio
ns in
fut
ure
less
ons.
)
4.T
ell
empl
oyee
s th
at th
ey a
re to
bri
ng th
eir
Log
s to
the
next
ses
sion
.E
xpla
inth
at th
ey a
re to
(a)
mai
ntai
n a
runn
ing
log
thro
ugho
ut th
is w
hole
mod
ule
and
beyo
nd a
nd(b
) ke
ep a
run
ning
Glo
ssar
y of
new
wor
ds in
thei
r sm
all n
oteb
ooks
.
4.T
hank
the
empl
oyee
s fo
r co
min
g.E
ncou
rage
a po
sitiv
e at
titud
e ab
out c
onfl
icts
and
res
olut
ions
;st
ress
that
lear
ning
con
flic
t-re
solu
tion
skill
s w
ill h
elp
empl
oyee
s an
d th
eir
com
pani
es to
be
mor
epr
oduc
tive.
5.R
emin
dem
ploy
ees
of th
e da
te a
nd ti
me
of th
e ne
xt s
essi
on.
6.S
aygo
od-b
ye.
Les
son
1: I
dent
ifyi
ng W
orkp
lace
Con
flic
ts &
Way
s of
Res
olut
ion
3 3
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 1
7
JobL
ink
Win
ning
At
Wor
k 3 4
Res
olvi
ngC
onfli
cts
Get
ting
Alo
ngW
ith C
o-W
orke
rs
Less
on 2
Dev
elop
ing
a W
in-W
inA
ttitu
de
3 3
rilR
esol
ving
Con
flic
tsL
esso
n 2:
Dev
elop
ing
a W
in-W
in A
ttitu
de
Les
son
Des
crip
tion
jobL
ink
Thi
s le
sson
hel
ps e
mpl
oyee
s be
com
e aw
are
of h
ow th
eym
anag
eco
nflic
ts, i
ntro
duce
s th
em to
mor
e-ef
fect
ive
optio
ns, a
nd p
rovi
des
prac
tice
inre
solv
ing
wor
kpla
ce c
onfl
icts
.
Thi
s le
sson
ope
ns b
y co
mpa
ring
the
resp
onse
s of
co-
wor
kers
and
sup
ervi
sors
to th
e su
rvey
s
assi
gned
as
hom
ewor
k in
the
last
ses
sion
. Nex
t, th
e ob
ject
ives
of
this
less
on a
re in
trod
uced
.
Em
ploy
ees
then
eva
luat
e th
eir
own
styl
es o
f m
anag
ing
conf
lict a
nd a
re p
rese
nted
a c
hart
with
fou
r
styl
es o
f co
nflic
t man
agem
ent.
Aft
er s
ome
self
-ana
lysi
s, e
mpl
oyee
s di
scus
s w
ith a
par
tner
thei
r
inte
ntio
ns o
f w
hat t
hey
wou
ld li
ke to
impr
ove.
The
Sec
ond
and
Thi
rd A
ctiv
ities
give
em
ploy
ees
prac
tice
in w
orki
ng o
ut W
in-W
in s
olut
ions
fir
st
to w
orkp
lace
sce
nari
os a
nd th
en to
per
sona
l app
licat
ions
.
The
ses
sion
end
s w
ith a
sho
rt s
tory
and
the
assi
gmen
t of
the
ongo
ing
Con
flic
t Res
olut
ion
Log
.
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
3
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
0
3 7
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
V O
bjec
tives
By
com
plet
ing
this
less
on, e
mpl
oyee
sw
ill b
e ab
le to
:
1.Id
entif
yth
eir
own
conf
lict-
man
agem
ent s
tyle
.
2.U
nder
stan
dW
in-W
in s
olut
ions
as b
ette
r op
tions
.
3.R
esol
veso
me
prac
ticaV
pers
onal
wor
kpla
ce c
onfl
icts
.
Mat
eria
ls N
eede
dH
ardw
are
1.Pe
ncils
(1
per
empl
oyee
)
2.N
ame
tags
3.O
verh
ead
proj
ecto
r an
d w
hite
boar
d
4.T
rans
pare
ncy
mar
kers
5.A
dditi
onal
cop
ies
of H
ando
ut 5
(fr
omL
esso
n 1)
6.G
loss
ary
note
book
s
Tra
nspa
renc
ies
"A H
ole
in th
e B
oar
(Tra
nspa
renc
y 6)
Win
-Win
Gra
ph"
(Tra
nspa
renc
y 7)
"Dev
elop
ing
a W
in-W
in M
inds
er (
fran
s. 8
)
"Ste
ps T
owar
d C
onfl
ict R
esol
utio
n" (
Tra
ns. 9
)
Wor
kpla
ce C
onfl
ict S
cena
rios
" (T
rans
. 10)
wro
days
Les
son"
(T
rans
. 11)
jobL
ink
V M
ater
ials
Nee
ded
Han
dout
s"M
anag
emen
t of
Con
flic
t Sel
f-E
valu
atio
n" (
Han
dout
6)
Win
-Win
Gra
ph"
(Han
dout
7)
"Dev
elop
ing
a W
in-W
in M
inds
er(H
ando
ut 8
)"S
teps
Tow
ard
Con
flic
t Res
olut
ion"
(Han
dout
9)
Wor
kpla
ce C
onfl
ict S
cena
rios
" (H
ando
ut 1
0)
'Tod
ays
Les
son"
(H
ando
ut 1
1)
"Con
flic
t Res
olut
ion
Log
" (H
ando
ut 5
inL
esso
n 1)
Cla
ssro
om S
et-u
pT
otal
Tim
e: 9
0 m
inut
esO
peni
ng-
Lar
ge G
roup
Firs
t Act
ivity
- L
arge
Gro
up
Seco
nd A
ctiv
ity-
Part
ners
(2)
15 m
in.
15 m
in.
25 m
in.
Thi
rd A
ctiv
ity-
Sm. G
ps. (
3-4)
25 m
in.
End
ing-
Lar
ge G
roup
10 m
in.
Les
son
2: D
evel
opin
g a
Win
-nA
ttitu
deC
opyr
ight
©19
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
3 3
Page
21
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
4 0
Iteo
llylE
Con
flic
t7,
JobL
Ink
Less
on 1
: 13.
1.p.
ngW
in-W
in A
ttitu
de
A H
ole
In th
e B
oat
Som
e pe
ople
wer
e si
tting
in a
boa
t whe
n on
e of
them
took
a d
rill a
nd b
egan
to d
rill a
hol
e un
der
his
seat
.
fie o
ther
peo
ple
in th
e bo
at b
ecam
e ve
ry c
once
rned
and
sai
d to
him
, 'W
hat
ait y
ou d
oing
rH
e re
plie
d. 'A
m I
not d
rillin
g th
e ho
le u
nder
rny
ow
n se
at?
Wha
t doe
s th
isha
ve to
do
with
you
r
Que
stio
ns to
dis
cuss
and
pon
der:
Wha
t doe
s th
is h
ave
to d
o w
ith y
ou?
Wha
t doe
s th
is h
ave
to d
o w
ith y
our
com
pany
?
Wha
t doe
s th
is h
ave
to d
o w
ith c
onfli
ct r
esol
utio
n?
1.na
n 2
Dyy
dyrir
gIN
IMI6
n M
ay&
Cbi
gyby
t 110
1 by
Orb
Can
subl
y C
aw M
obs
Tim
aaps
omby
6
Tra
nspa
renc
y 6
Cop
yrig
ht C
l996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
BE
ST C
OPY
AV
AIL
AB
LE
jobl
ink
Page
22
4 1
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Act
iviti
esT
r O
peni
ng: 1
5 M
inut
es
1.H
ave
empl
oyee
s si
gn in
and
wea
r na
me
tags
.
2.R
evie
wth
e m
ain
poin
ts o
f th
e la
st s
essi
on.
3.P
roje
ct"H
ole
in th
e B
oat'.
Rea
d an
ddi
scus
sth
e qu
estio
ns.
Mc
4.D
iscu
ssan
dco
mpa
reth
e ob
serv
atio
ns a
nd e
ntie
s in
the
empl
oyee
s "C
onfli
ct R
esol
utio
n Lo
g"ho
mew
ork.
.In
trod
uce
the
obje
ctiv
es o
f L
esso
n 2.
(T4D
VIIM
MIN
fty
jobL
ink
42
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
43
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
3
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
111.
11te
1111
.2 C
omf1
1.1
Jaiti
nkL
esso
n 3
Dee
lopi
nsW
In-W
in A
1110
/14
Man
agem
ent o
f Con
flict
saf.t
vaan
alon
How
do
you
act i
n co
nflic
ts?
ak h
ones
. act
Ow
e, e
utte
mpg
4du
ern
e)
I.I
play
to w
in.
1 I
just
wan
t to
avoi
d co
nflic
ts
3.I
lew
dly
let o
ther
peo
ple
win
t I tr
y to
mak
e su
re o
ther
peo
ple
win
as
wel
l as
mys
elf
S.If
I lo
se, I
mak
e ru
re o
ther
peo
ple
abo
lose
6.I
get a
rgry
mei
try
to w
in b
y fo
rce
7.I
ki o
tter
peop
le d
ecid
e
8I
ji.m
t min
d m
y ow
n bu
sine
st
9.I
try
to w
ork
with
peo
ple
to 3
rd a
n ag
itvab
le a
nsw
er k
m e
very
one
10I
wan
t eve
ryon
e to
san
te w
ith m
e
II.
I us
ually
try
to f
ind
a co
mpt
omis
e
12.
I ra
y. Y
ou g
o yo
te w
ay,
go m
ine
13.
I w
ithdr
aw te
til o
ther
peo
ple
corn
e ID
int
14.
I tr
y to
get
oth
ers
on m
y si
de
IS.
I go
alo
ng w
ith th
e ot
her
peis
on's
idea
s
Id.
I tr
y to
let a
thir
d pa
rty
nrso
lve
the
conf
lict
I. I
tdl m
y po
int o
f vi
ew a
nd a
llow
whe
n to
orp
mes
thei
rs
IB.
I tr
y to
look
for
ano
ther
per
spec
tive
or f
or a
n th
emat
ive
way
_ 19
.I
try
to a
gree
with
eve
ryon
e.
20.
I le
t oth
er p
eopl
e ta
ke c
are
of d
e pr
oble
m
lath
ed
1...1
3 D
,ing
WA
MIn
Cap
p* a
lan
bCoo
Cra
rlq.
... C
omIl
mol
lol
Han
dout
6
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
41
JobL
ink
11.1
le1.
116
Com
flic
i AJo
wl*
less
on 2
: om
lsia
gW
I.-W
In A
trite
l
Nig
h
Con
cern
for
noel
s LOw
cram
Dom
inat
e1
mam
a lo
wC
olla
bora
teW
ilt/Y
041
Avo
idan
ce-f
loos
trou
low
Acc
omm
odat
e1
Wer
t au
win
'
Con
cern
for
Rel
atio
nshi
ps
My
mai
n st
yle
of m
anag
ing
a o3
nfik
ts L
s
Hig
h
wou
ld lf
ite to
do
mor
e of
and
less
of
Dod
.ov
%%
An
rug.
Car
yl I
MO
tr C
..aC
isp
usw
WO
OM
anam
a
Han
dout
7, T
rans
pare
ncy
7
BE
ST C
OPY
AV
AIL
AB
LE
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
4
45
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Act
iviti
esFi
rst A
ctiv
ity: 1
5 M
inut
es
IH-0
1H
ando
ut
(T.7
. 14.
7)T
rans
pare
nta
Han
dout
4 6
jobL
ink
Exp
lain
to e
mpl
oyee
s th
at p
eopl
e m
anag
e co
nflic
ts d
iffe
rent
ly.
Tel
lthe
m th
ey w
ill n
ow b
egin
toev
alua
te th
eir
styl
es o
f m
anag
ing
conf
lict.
Ask
them
to b
e ho
nest
abo
ut h
ow th
ey m
ost o
ften
hand
le c
onlic
t.
2.D
istr
ibut
e "M
anag
emen
t of
Con
flic
t Sel
f-E
valu
atio
n" f
or e
mpl
oyee
s to
com
plet
e in
divi
dual
ly.
3.D
istr
ibut
eth
e "W
in-W
in G
raph
" an
dpr
ojec
tth
e tr
ansp
aren
cy. A
llow
for
que
stio
ns a
ndcl
arif
icat
ion.
4.A
sk e
mpl
oyee
s to
com
plet
e th
e bo
ttom
sta
tem
ents
on
the
'Win
-Win
Gra
ph"
hand
out a
nd to
disc
uss
thei
r ev
alua
tions
, the
ir s
tyle
s, a
nd th
e gr
aph
with
a p
artn
er.
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
4 7
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
5
Res
olvi
ng C
onfl
icts
vL
esso
n 2:
Dev
elop
ing
a W
in-W
in A
ttitu
de
jithi
lt*Le
eson
2 D
m In
pini
Win
-Win
Acc
trui
.
Dev
elop
ing
a "W
in-W
in"
Min
dset
Whe
n br
ig to
*m
hoco
nflic
t one
;ten
on d
oo n
ot h
ave
to b
e co
mpl
eidy
ri#
t and
the
othe
rpe
rson
com
plet
ely
wro
ng T
ore
can
be m
o w
inne
rs! W
ith n
one
patie
nce
thou
ghtfu
ktes
t ard
aea
tivity
we
on o
ften
fen
solu
tion
whi
dt a
kaw
n bo
th s
ides
to b
e co
nten
t Thi
s k
calle
dW
in-W
in s
ituat
ion
It
I =an
y tfe
ram
effe
aive
res
olut
ion
To
fond
Win
-Win
sol
utio
n ow
hav
e lo
be
deo
abou
t wha
t the
rea
l =O
ct iv
We
love
todo
cuss
the
red
inue
or
prob
lem
We
have
lo th
ink
abou
t wha
t end
s po
em ir
oned
in th
e co
nflic
tre
eds.
Ona
la a
l Ita
arlt.
oxt
ail O
M M
IK Io
ta /M
oo M
ae%
Ped
ro p
a to
the
com
pany
tol r
oom
to fi
nd a
tool
he
need
s to
ron
,deb
a nu
b jo
ts T
he to
ol is
rot t
here
lam
he
sees
that
km
has
the
reed
ed b
ol in
his
per
sona
l too
l box
Ped
ro g
ets
mgr
y an
d yd
s*
Jim
bin
trio
to m
plai
n th
at h
e ho
hal
to u
se th
e to
ol s
ever
al &
nes
that
day
. alto
for
at im
pote
ntjo
b P
alm
fee
the
pum
a of
his
arm
den
ims
beco
mes
=re
eng
rsc
and
dem
and,
the
toot
lies
beam
s m
ore
dder
nive
and
ref
uses
to g
ive
Pec
ko th
e to
ol T
hey
beco
me
invo
lved
is a
kng
thy
awar
d un
til th
e su
perv
isor
ow
es a
ct e
n th
an to
pt O
ak to
wor
t
Wha
t is
the
cant
ed
Wha
t dos
s ea
ch p
ason
nea
li
Wha
t sol
utio
ns c
an y
ou th
ink
of fo
r lim
and
har
e. c
onfli
ct?
Whi
ch s
ohno
n co
uld
beW
in-W
in "
Ani
on?
Foe
eac
h pe
rson
to w
in w
ho n
eeds
to d
o w
het
Ped
ro n
eeds
to
lute
nee
d. to
The
Sup
ervi
tor
need
s to
Um
wtO
Dod
aphp
IOW
. Am
.C
amlip
a *I
ON
a C
am C
amm
ally
Cal
e O
logi
a
Han
dout
8, T
rans
pare
ncy
8
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
4 3
jobL
ink
Illio
dool
ving
Con
flict
val
ba*
a W
in-W
in It
italle
Ste
ps T
bwar
d C
onfli
ct R
esol
utio
n
Wkl
vWb
Res
olut
ion
ISM
S p
awn
A(I
mps
moo
nO
r gr
oup
A a
n M
Yor
mop
a c
on M
O
NO
M e
n C
OM
M
I.N
ame,
idm
til)r
, or
deca
nt th
e pr
imar
y co
nflic
t in
the
blan
k ab
ove.
2T
hink
of s
tep;
eac
h pa
rty
invo
lved
in d
o co
nflic
t am
take
1W
rite
Me
rtei
n fr
i the
bla
nb a
bove
. (Y
ou m
ay a
dd a
dditi
onal
nep
a fa
r ad
ditio
nal p
artie
o,fo
r ex
ampl
e pe
rson
C o
r D
)
4.W
dl a
ny o
r al
of t
hese
dep
. kid
o a
WIn
-Wet
res
olut
ion?
Why
or
otly
not
,
lam
? D
adai
re a
n.ar
titan
aC
ara*
OM
15
Can
t Gam
ely
CA
. Cla
ola
Han
dout
9, T
rans
pare
ncy
9
Cop
yrig
ht e
l 996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
1iE
T1
CO
PY A
VA
LA
BL
E
Pag
e 26
4 3
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Act
iviti
esSe
cond
Act
ivity
: 25
Min
utes
1.D
ivid
e th
e cl
ass
into
sm
all g
roup
s.
2.D
istr
ibut
e "D
evel
opin
g a
Win
-Win
Min
dset
" an
d pr
ojec
t it
whi
legr
oups
beg
in w
orki
ngft-
II.11
4)T
rana
dare
ncy
Han
dout
(H-9
, 1.9
)H
ando
utT
rans
pare
ncy
5 0
joith
ik
3.A
llow
10
min
utes
. The
n as
k ea
ch g
roup
to s
hare
its
colle
ctiv
e th
ough
tsan
d to
tell
whe
ther
eac
h
grou
pac
hiev
ed a
con
sens
us.
4.L
ist o
n th
e bo
ard
(or
on a
bla
nk tr
ansp
aren
cy, a
nd th
en p
roje
ct)
the
conf
lict(
s) a
nd s
olut
ions
.
5. A
sk th
e cl
ass
to c
hoos
e th
e be
st s
olut
ion(
s); t
hen
ask
the
clas
s to
dec
ide
if th
ey h
ave
a co
nsen
sus.
(Ste
ps 4
-5 m
ay b
e al
tere
d or
om
itted
if ti
me
is li
mite
d.)
6.In
trod
uce
and
dist
ribu
te "
Step
s T
owar
d C
onfl
ict R
esol
utio
n" a
s a
usef
ul to
ol in
con
flic
t res
olut
ion
and
med
iatio
n.
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
7
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
1111
1Reo
lIg
Cof
liet
beve
lopt
itiP
etnW
in A
ttitu
de
Wor
kpla
ce C
onfli
ct S
cena
rios
lead
the
follo
win
g ar
tual
fon
toge
ther
. dam
s th
e ep
reiti
ons
with
you
gro
up a
nd w
rite
your
MU
M&
Don
Am
y. a
nd P
hilli
pe w
ork
in th
e sa
me
depa
rtm
ent.
on th
e D
ay S
hift
Whe
n th
ey c
ame
in F
tiday
mor
ning
they
:raz
ed th
e N
ight
Shi
ll ha
d le
ft s
ever
al p
arts
unf
inis
hed
or w
ithpr
oble
ms
Thi
s ha
d ha
ppen
ed s
ever
al ti
mes
bef
ore
Res
entf
ully
. Don
. Am
y an
d Ph
i Rip
e fi
nish
edth
e w
ork
and
fixe
d th
e pr
oble
ms
How
ever
this
red
uced
thei
r ow
n sh
ift's
pro
duct
ivity
The
irsu
perv
isor
bec
ame
angr
y w
hen
he s
aw th
eir
shif
t's p
rodu
ctio
n T
houg
h D
on A
my.
and
Phi
llip
etr
ied
to e
xpla
in th
e pr
oble
m to
thei
r su
perv
isor
, he
just
sai
d he
did
n't w
ant t
o he
ar a
nyex
cuse
s-he
wan
ted
to s
ee r
esul
ts: i
f th
ey c
ould
n't d
o th
e jo
b ef
fect
ivel
y, s
omeo
ne e
lse
wou
ld.
%T
hen
they
con
fron
ted
the
Nig
ht S
hift
ang
rily
it tu
med
into
a h
uge
argu
men
t with
no
reso
lve.
Part
AN
ame
the
conf
lictI
st
2.W
hat d
oes
each
per
son
in th
e si
tuat
ion
need
"
SW
hat i
s a
poss
ible
sol
utio
n' T
hy la
um
a W
in.W
in m
indw
t usi
ng th
e 'S
teps
Tow
ard
Can
fiet
Res
olun
on th
an
4.W
hat c
ould
you
do
if th
e fi
rst s
olut
ion
isn'
t eff
ectiv
e'
Part
II N
ame
a co
nflic
t you
are
hav
ing
or h
ave
had,
with
som
eone
at w
ork:
Wha
t are
sor
ne p
ossi
ble
solu
tions
'
How
mig
ht th
ere
be a
Win
-Win
res
olut
ion
be a
chie
ved
in y
our
situ
atio
n' (
Wre
n th
e su
ps o
nth
e '5
1eps
Tow
ard
Con
tlia
&so
lutio
n* c
hart
)
L110
1, S
Dnd
apre
a V
An-
Wtr
i Mau
deC
ow*
OK
% b
y C
oat C
omne
nty
Cde
p D
amas
aram
t 10
Han
dout
10,
Tra
nspa
renc
y 10
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
5 2
BE
ST C
OPY
AV
AP
AK
E
Qt)
jobL
ink
Pag
e 28
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Act
iviti
esT
hird
Act
ivity
: 25
Min
utes
0410
.T
.101
Kan
dout
Tia
nwar
ency
5 1
jobL
ink
1.D
istr
ibut
e'W
orkp
lace
Con
flic
t Sce
nari
os"
and
proj
ecti
t for
the
sam
e gr
oups
to w
ork
on(P
art A
). (
If ti
me
is a
fac
tor,
cho
ose
one
scen
ario
or
use
acl
ass-
gene
rate
d sc
enar
io in
stea
d.)
Exp
lain
that
the
goal
is to
rea
ch a
con
sens
us o
n a
Win
-Win
reso
lutio
n.
2.Li
stso
lutio
ns o
n th
e bo
ard,
and
try
to r
each
a c
lass
con
sens
us o
n a
Win
-Win
res
olut
ion
orre
solu
tions
. Use
the
"Ste
ps T
owar
d C
onfl
ict R
esol
utio
n" tr
ansp
aren
cy a
s a
dem
onst
ratio
n.
3.A
skem
ploy
ees
to d
o Pa
rt B
indi
vidu
ally
, ind
udin
g St
eps,
and
then
to s
hare
thei
r w
ritte
n th
ough
tsan
d an
swer
s w
ith a
par
tner
(th
e sa
me
part
ner
as in
ste
p 4
of th
e Fi
rstA
ctiv
ity).
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
5 5
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
9
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
e I v
Ico
IllIc
I. v
Ins.
.1:
14e1
e pi
ngW
tn.W
in A
ttitu
de
Tod
ay's
Les
son
Wha
t did
you
lear
n to
day?
2. 5. 1. 5.
Us.
2 It
tode
pirs
NM
*. M
ash
Cap
plip
t OM
,/ C
ast t
awas
iI7 C
11.0
1111
awin
g II
Han
dout
11,
Tra
nspa
renc
y 11
BE
ST C
OPY
MA
ILA
BL
E
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Cop
yrie
it C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
JobL
ink
Page
30
410
5 G
410
/M."
410
Res
olvi
ng C
onfl
icts
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
Act
iviti
esE
ndin
g: 1
0 M
inut
es
(14-
11, 1
-11)
Han
dout
Tra
nspa
renc
y
53
Job
Unk
1.R
evie
wth
e ob
ject
ives
of
this
less
on.
Dis
trib
ute
and
proj
ect
"Tod
ay's
Les
son"
. Hav
e st
uden
ts c
ome
up w
ith m
ain
poin
ts le
arne
d in
toda
y's
less
on.
2.E
ncou
rage
the
cont
inue
d us
e of
the
"Con
flic
t Res
olut
ion
Log
" fo
r da
ily o
bser
vatio
n an
d en
try,
and
now
add
eva
luat
ions
as
part
of
the
assi
gnm
ent,
asw
ell c
ontin
ued
use
of n
ew w
ord
Glo
ssar
ies.
3.R
emin
dth
e da
ss o
f th
e da
y an
d tim
e of
the
next
ses
sion
.
4.S
aygo
od-b
ye.
Les
son
2: D
evel
opin
g a
Win
-Win
Atti
tude
5 3
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 3
1
Win
ning
At
Wor
k
Res
olvi
ngC
onfli
cts
Get
ting
Alo
ng W
ithC
o-W
orke
rs
Less
on 3
Too
ls fo
r C
onfli
ct R
esol
utio
n
Res
olvi
ngC
onfl
icts
Les
son
3: T
ools
for
Con
flic
tR
esol
utio
n
Les
son
Des
crip
tion
Job
Lin
k
Thi
s le
sson
hel
ps e
mpl
oyee
sev
alua
te a
nd im
prov
e th
eir
com
mun
icat
ion
skill
s in
ord
er to
sha
rpen
the
two
mos
t ess
entia
l too
ls n
eede
din
con
flic
t res
olut
ion:
list
enin
gan
d sp
eaki
ng.
To
set t
he to
ne f
or e
xplo
ring
goo
d lis
teni
ngan
d sp
eaki
ng s
kills
, thi
s le
sson
ope
nsw
ith A
bbot
and
Cos
tello
's W
ho's
on
Firs
t? r
outin
e, a
hum
orou
s da
ssic
of
conf
used
com
mun
icat
ion.
The
Firs
tand
seco
nd A
ctiv
ities
help
em
ploy
ees
iden
tify
char
acte
rist
ics
of g
ood
liste
ners
and
effe
ctiv
e sp
eake
rs in
rel
atio
n to
per
sona
lan
d co
mpa
ny R
OI.
In
smal
l gro
ups,
em
ploy
ees
eval
uate
thei
r ow
n co
mm
unic
atio
n sk
ills
and
thei
r co
mpa
nies
', th
ey d
eter
min
e st
reng
ths
and
wea
knes
ses,
and
they
iden
tify
area
s of
des
ired
impr
ovem
ent.
The
Thi
rd a
ndF
ourt
h A
ctiv
ities
serv
e as
a b
ridg
efr
om th
e pr
evio
us w
orks
hop,
mak
ing
use
of th
e
empl
oyee
s' o
bser
vatio
nsfr
om th
eir
"Con
flic
t Res
olut
ion
Log
:'H
ere
they
hav
e th
e op
port
unity
to
spea
k an
d lis
ten,
and
to e
valu
ate
thei
r sk
ills
with
a p
artn
er.
The
Fif
th A
ctiv
ity g
ives
spe
cial
atte
ntio
n to
par
ticul
arco
mm
unic
atio
n co
nflic
ts p
rese
nted
by
Eng
lish
as S
econ
d L
angu
age
and
cros
s-cu
ltura
l com
mun
icat
ion
need
s. (
Dep
endi
ng o
ncl
ass
need
s
and
lang
uage
ski
ll le
vels
, the
who
le o
r po
rtio
ns m
aybe
ada
pted
, om
itted
, or
used
at t
he e
nd o
fthe
mod
ule.
)
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 3
4
6 2
63
Res
olvi
ng C
onfl
kts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Obj
ectiv
esB
y co
mpl
etin
g th
is le
sson
, em
ploy
ees
will
be
able
to:
1.Id
entif
y an
d im
prov
e ef
fect
ive
spea
king
and
list
enin
g sk
ills.
2. m
ake
use
of th
eir
com
mun
icat
ion
tool
s in
con
flic
t res
olut
ions
.
3.Im
prov
e co
mm
unic
atio
n an
dun
ders
tand
ing
amon
g em
ploy
ees
who
are
nat
ive
Eng
lish
spea
kers
,em
ploy
ees
who
spe
ak E
nglis
h as
a Se
cond
Lan
guag
e, a
ndem
ploy
ees
who
are
fro
m d
iffe
ring
cultu
res.
Mat
eria
ls N
eede
dH
ardw
are
1.Pe
ncils
(1
per
empl
oyee
)2.
Ove
rhea
d3.
Tra
nspa
renc
y m
arke
rs4.
Nam
e ta
gs
Mat
eria
ls N
eede
dH
ardw
are
(con
tinue
d)5.
Vid
eo: W
ho's
on
Firs
t?(R
ecom
men
datio
n: P
urch
ase
this
vid
eo o
f
Abb
ot &
Cos
tello
's r
outin
e or
a s
imila
rill
ustr
atio
n of
con
fuse
d co
mm
unic
atio
n.)
6.In
dex
card
s (3
x5)
(1 p
er e
mpl
oyee
)7.
Bla
nk tr
ansp
aren
cies
8. T
V a
nd V
CR
Han
dout
s'T
hink
of
Som
eone
Who
.: (H
ando
ut 1
2)"C
hara
cter
istic
s of
a G
ood
Com
mun
icat
or"
(Han
dout
13)
"RO
I/C
omm
unic
atio
n Sk
ills"
(H
ando
ut 1
4)"C
omm
unic
atio
n T
ips"
(H
ando
ut 1
5)"C
omm
unic
atio
n E
valu
atio
n" (
Han
dout
16)
"My
Firs
t Im
pres
sion
" (H
ando
ut 1
7)"E
SL a
nd C
ross
-Cul
tura
l Com
mun
icat
ion"
(Han
dout
18a
, b, c
,M
ore
copi
es o
f "C
onfl
ict R
esol
utio
n L
og"
(Han
dout
5 in
Les
son
1)
Nan
dole
t
jobL
ink
Mat
eria
ls N
eede
dT
rans
pare
ncie
s'T
hink
of
Som
eone
Who
: (T
rans
. 12)
"Cha
ract
eris
tics
of a
Goo
dC
omm
unic
ator
" (T
rans
pare
ncy
13)
"RO
I/C
omm
unic
atio
n Sk
ills"
(T
rans
. 14)
"Com
mun
icat
ion
Tip
s" (
Tra
ns. 1
5)"C
omm
unic
atio
n E
valu
atio
n"(T
rans
pare
ncy
16)
"My
Firs
t Im
pres
sion
" (T
rans
. 17)
"ESL
and
Cro
ss-C
ultu
ral
Com
mun
icat
ion"
(T
rans
. 18a
, b, c
,
Cla
ssro
om S
et-u
p
lrgra
pann
a
Tot
al T
ime:
90
min
utes
Ope
ning
- L
arge
Gro
up
Firs
t Act
ivity
- L
arge
Gro
up
Seco
nd A
ctiv
ity-
Smal
l Gro
ups
Thi
rd A
ctiv
ity-
Indi
vidu
ally
Four
th A
ctiv
ity-
Part
ners
(2)
Fift
h A
ctiv
ity-
Lar
ge G
roup
End
ing-
Ind
ivid
ually
15 m
in.
5 m
in.
20 m
in.
10 m
in.
20 m
in.
15 m
in.
5 m
in.
Key
Har
dwar
e
6 4
Tra
nspa
renc
ies
C1.
11T
rart
svan
enct
Han
dout
s04
,11
~el
an
Lar
ge G
roup
Smal
l Gro
ups
Dis
cuss
ion
)))(
0.1
/c
Sign
-in
Shee
t
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t6
Page
35
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Act
iviti
es1r
Ope
ning
: 15
Min
utes
Hav
eem
ploy
ees
sign
in a
nd w
ear
nam
e ta
gs.
2.Pl
ay W
ho's
on
Firs
t? v
ideo
.(P
revi
ew th
e vi
deo
to b
ecom
e fa
mili
arw
ith it
and
to ti
me
it)
3.D
ISC
US
SA
bbot
& C
oste
llo's
com
mun
icat
ion
prob
lem
/con
flic
t
613
JobL
ink
4.In
trod
uce
the
obje
ctiv
es o
f th
is le
sson
inth
e co
ntex
t of
the
over
all m
odul
ean
d of
the
firs
t tw
o
less
ons.
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 3
7
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Re.
o11.
1.1
CoI
llot
toel
ler
Con
li Ile
selu
ien
Thi
nk o
f Som
eone
Who
...
JobL
Ink
Thi
nk o
f som
eone
who
com
mun
icat
es w
ell:
Why
do
you
thin
k th
at p
erso
n is
an
effe
ctiv
e co
mm
unia
gor?
Wha
t can
you
lear
n fr
om th
at p
erso
n?
Thi
nk o
f som
eone
you
hav
e a
diffi
cult
time
com
mun
icat
ing
with
.
Why
do
you
thin
k it
is s
o di
fficu
lt?
Wha
t can
be
done
to a
chie
ve m
ore
effe
ctiv
e co
mm
unic
atio
n?
lem
on I
Toe
b ie
r C
oale
Ilel
eler
veC
elly
.yem
Olw
e by
Cow
Com
m C
alke
r O
M.
Man
dela
12
Han
dout
12,
Tra
nspa
renc
y 12
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
636
3
jobL
ink
BE
ST C
OPY
AV
AE
LA
UE
Page
38
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olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Act
iviti
esFi
rst A
ctiv
ity: 5
Min
utes
(14-
12. T
-12)
Han
dout
Tra
nspa
renc
y
jobL
ink
1.P
roje
ctan
ddi
strib
ute
"Thi
nk o
f So
meo
ne W
ho..7
.H
ave
each
em
ploy
ee f
ill o
ut th
e qu
estio
nnai
re.
The
n us
e th
e co
mpl
eted
que
stio
nnai
res
to s
tart
em
ploy
ees
thin
king
abo
ut th
e fo
llow
ing
grou
pw
ork.
7 0
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
7
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 3
9
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Tr
CoCon
flic
t.Lo
osen
1ol
s fo
.", I
lese
ture
enJo
b L
ink
Cha
ract
eris
tics
of a
Goo
d C
omm
unic
ator
Wha
t mak
es a
per
son
an e
ffec
tive
spea
ker?
aio
as m
any
thar
aani
sno
as y
ou S
an 1
Wha
t mak
es a
per
son
a go
od M
enet
/ (L
W a
s m
any
Mar
anni
sms
rou
mn
)
EFF
EC
DV
E S
PEA
KIN
G +
SK
ILL
ED
LIS
TE
NIN
GG
OO
D C
OM
MU
NIC
AT
ION
I
Inom
I T
ot b
by G
narl
1.4.
non
Cop
lyy
01. b
y C
ow C
onan
, Co.
, Min
nIll
amlo
oll 1
1
Han
dout
13,
Tra
nspa
renc
y 13
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
jobL
ink
1111
1n.r
,'Jo
blin
k
Per
sona
l
Com
pany
RO
I
Com
mun
icat
ion
Ski
lls
(Pos
itive
s)(N
egat
Ives
)
0101
1tIV
OSI
(110
9111
1VIS
S)
I.ib
Tea
ls k
w C
ada+
tele
lune
nC
apyr
y/v
019.
1 by
Cal
Com
m.,
Cd.
Don
nu4
se5
II
Han
dout
14,
Tra
nspa
renc
y 14
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
ELE
ST
CO
PY
AV
AP
Page
40
7 3
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Act
iviti
esSe
cond
Act
ivity
: 20
Min
utes
01-1
3. T
M)
Han
dout
Tra
nspa
renc
y
01-1
4, T
-1/0
Han
dout
Tra
nspa
renc
y
7 4
Div
ide
clas
s in
to g
roup
s of
3 o
r 4.
jobL
kik
2.D
istr
ibut
e"C
hara
cter
istic
s of
a G
ood
Com
mun
icat
or".
Ask
grou
ps to
dis
cuss
thei
r an
swer
s as
a
grou
p.
3.H
ave
each
gro
up s
hare
its
answ
ers
with
the
who
leda
ss.
Proj
ect
the
tran
spar
ency
"C
hara
cter
istic
s
of a
Goo
d C
omm
unic
ator
":, a
nd w
rite
dow
nth
e an
swer
s as
giv
en b
y th
e gr
oups
.
4.A
skif
eve
ryon
e ag
rees
on
a de
fini
tion
of a
goo
dco
mm
unic
ator
. If
so, i
dent
ify
the
defi
nitio
n on
the
boar
d or
on
the
tran
spar
ency
. (A
dapt
ste
ps 3
and
4 a
sne
eded
!f
time
is li
mite
d.)
5.P
roje
ct"R
OI/
Com
mun
icat
ion
Skill
s" a
nddi
strib
ute
it.A
skfo
r (a
) pe
rson
al R
OI
of g
ood
com
mun
icat
ion
skill
s (+
) an
d (b
) co
mpa
ny R
OI
of g
ood
com
mun
icat
ion
skill
s (+
). T
hen
ask
for
the
nega
tive
effe
cts
(-)
of p
oor
pers
onal
and
cor
pora
teco
mm
unic
atio
n sk
ills.
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
7 5
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 4
1
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
1111
11le
11B
Caw
s( li
gelo
ssn
3T
ools
for
Cel
set
tttttt
Jon
Com
mun
icat
ion
Tip
s
JoitI
nk
Mem
you
we
spot
ioni
k
I.T
ry to
be
door
end
con
cise
as
to y
ote
pont
2T
ell p
eopl
e m
adly
wha
t you
von
t tha
n to
blo
w o
r do
.I
Use
wor
ds y
our
Wee
ds)
wil
unde
rsta
nd f
Ani
i oot
lyuy
*biit
otoi
. eam
ms,
or
inla
idIO
UPg
y M
entio
n to
the
liste
ners
bod
y 'a
vow
S.G
ive
your
litm
us a
cha
nce
to r
espo
nd d
uify
or
ok q
uest
ions
.tt.
Mak
e ou
re li
mne
rs u
nden
tard
you
r to
pic
or c
orea
t7
Che
ck y
our
tone
of
voic
e N
EM
you
soy
som
ethi
ng is
to ir
poru
nt (
V e
at m
a a/
as
allo
tyo
u tr
y.t
Try
to e
nunc
iate
dea
rly
9T
hink
art
fully
bef
ore
you
spoo
k10
.R
onon
ber
lust
bec
ause
you
kno
w w
het y
ou m
ean
and
We
thic
k ra
ve s
aid
0 de
arly
. WIW
Itr
ey s
til n
ot k
now
wha
t you
mea
n or
tide
/nan
d yo
u.
Tan
you
edd
ano
tha
impo
rtan
t ep
for
spoo
king
eff
ectiv
dy7
Whi
n w
e ar
e lia
mln
e:
I.L
ook
et tt
e pe
rson
opt
ekin
g ko
pay
atte
ntio
n an
d sh
ow r
epot
2A
sk q
uese
ono
to c
lari
fy o
r du
ck y
our
ad:r
owdi
lyI
Isno
t dir
troa
ing
noir
as p
eopk
or
evou
s as
out
do a
s po
nide
4D
on't
thic
k ab
out w
hat y
ou w
art t
o sa
y w
hile
the
othe
r pe
rson
is w
eski
tsA
lmys
rop
ond
to th
e pe
rson
opt
etic
yD
on't
inte
rrup
t fon
ish
unes
uo, o
r hu
ny th
e pe
rson
lood
itry
7N
ever
111
11U
nle
you
unde
rsta
nd a
noth
er m
on. M
ake
sae!
itSu
spen
d yo
ur ju
dgrn
enb
for
the
mou
lt Id
low
you
rsel
f to
rea
lly c
onsi
der
who
t the
Wok
,' it
.vir
s9.
Try
to r
esto
te th
e w
eake
n m
in p
oint
and
imm
ure
fad*
ask
ing
the
wea
ker
if y
our
undo
stan
dng
is c
orre
ctII
Lis
bon
with
you
r ey
es, f
ace
body
. min
d ar
d bo
ut B
e an
ent t
o th
e on
e sp
oke'
sR
enum
ber
Lis
tain
g is
her
d w
ork
but i
t Lyv
eshi
gh m
ourn
on
your
twat
men
t
Tan
you
add
eno
tha
ep f
or b
owin
g sk
ilful
yi
611:
1E1I
VE
IMA
MS
10:
111A
X 1
1111
111,
10G
OO
D C
ON
IMU
NIC
AlIO
NI
c_si
mai
n fa
rad
II*
C91
.015
1.0,
Cm
. Ow
surn
y C
alve
Pol
e=
11 0
Han
dout
15,
Tra
nspa
renc
y 15
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
'70
jobl
ink
ILIE
lteso
lvin
s C
onfl
ict v
tone
e 3
Too
ls fo
r C
onfli
st 1
100.
1011
n
Com
mun
icat
ion
Eva
luat
ion
Rat
e yo
urse
lf o
n ea
ch in
n fr
om th
e C
omm
unic
atio
n T
ips
Ent
er a
rai
mbe
r be
twee
n 1
(Jow
l and
10 N
O:
I.
1121
1100
,10
Ust
artli
g
I.
2.2
3. 44.
S.5.
6. 7.7. a
9.9.
10.
10.
Ope
onek
How
wou
ld y
our
spou
se o
r a
dose
fri
end
rate
you
in e
ach
of th
ese
cate
gori
es?
How
abou
t a c
o-w
orke
r lb
w s
uper
viso
r? C
ell t
een%
or
dePa
ttlot
otT
Wha
t okr
a se
em to
be
your
ntr
engt
hs?
Wha
t are
as s
eem
to b
e yo
ur s
wam
ies?
Wha
t wou
ld y
ou m
ad li
la to
impr
ove?
How
wou
ld y
ou r
ate
your
com
pany
, ove
rall
corr
omat
icat
ion
(tro
m 1
-10)
Whi
ch c
omm
unic
atio
n st
ill d
oes
your
com
pany
nee
d to
Im
prov
e th
e m
ost?
Waa
l5 1
1.10
r C
ade!
! M
alan
C90
. MIN
5, G
m. C
omae
*, C
dir
LIM
Oal
oNa3
.0 I
A
Han
dout
16,
Tra
nspa
renc
y 16
Cop
yrig
ht C
l996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
EST
CO
PYA
VA
LL
E7
Page
42
Res
olvi
ng C
onfl
kts
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son
3: T
ools
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flic
t Res
olut
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Act
iviti
esT
hird
Act
ivity
: 10
Min
utes
DI-
15,
MS)
Han
dout
Tra
nspa
renc
y
01-1
6. M
alH
ando
utT
rans
pare
ncY
73
jobL
ink
1.D
istr
ibut
e "C
omm
unic
atio
n T
ips"
, pro
ject
it, a
nd r
ead
it al
oud,
dar
ifyi
ng p
oint
s as
nec
essa
ry.
2.D
istr
ibut
e an
d pr
ojec
t "C
omm
unic
atio
n E
valu
atio
ns".
Hav
e em
ploy
ees
read
and
com
plet
ein
divi
dual
ly.
3.D
iscu
ss w
hat e
ach
empl
oyee
can
do
to im
prov
e he
r or
his
spe
akin
g an
d lis
teni
ng s
kills
. (A
nop
tion
for
limite
d E
nglis
h sp
eake
rs m
ight
be
the
intr
oduc
tion
of u
sefu
l "Fe
elin
gs/E
mot
ions
"vo
cabu
lary
.)
Les
son
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ools
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t Res
olut
ion
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Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 4
3
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
=R
esol
ving
Con
flic
tLe
sson
IId
entif
ying
Wor
kpla
ce C
onfli
cts
& W
ays
of R
esol
utio
n
Con
flict
Res
olut
ion
Log
JobL
ink
Dat
eC
onfli
ct O
bser
ved
How
Con
flict
Was
Man
aged
Sty
leC
eanh
ati A
DM
InO
r
A M
ore-
Effe
ctly
eR
esol
utio
nM
ln-V
iln,
1 2 3 4 5 6 7
Han
dout
S
Han
dout
5,T
rans
pare
ncy
5
Les
son
3: T
ools
for
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t Res
olut
ion
Cop
yrig
ht ©
1996
by
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st C
omm
unity
Col
lege
Dis
tric
t
jobL
ink
Page
44
0U
EST
CO
PYA
VA
ILA
BL
E6
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
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flic
t Res
olut
ion
Act
iviti
esFo
urth
Act
ivity
: 20
Min
utes
1T4.
1141
Tni
nspr
eney
Han
dout
JobL
ink
1.H
ave
empl
oyee
s us
e th
eir
"Con
flic
t Res
olut
ion
Log
"an
d ch
oose
one
eve
nt to
tell
a pa
rtne
r.(E
mpl
oyee
s w
ho h
aven
't do
ne th
eir
hom
ewor
k ca
n te
ll ev
ents
fro
m m
emor
y.)
2. A
Sk th
e pa
rtne
rs to
list
en c
aref
ully
, wri
tesi
mpl
e no
tes
if th
ey w
ish,
and
then
say
bac
k w
hat h
asbe
en s
poke
n.
3.D
irect
the
part
ners
to w
ork
toge
ther
(a)
to e
valu
ate
thei
r co
mm
unic
atio
nef
fect
iven
ess
(bas
ed o
nth
eir
unde
rsta
ndin
g th
e m
ain
poin
t, th
e im
port
ant f
acts
,and
the
corr
ect s
eque
nce)
and
(b)
to r
ate
them
selv
es o
n a
scal
e of
0 (
"no
unde
rsta
ndin
g")
to 1
0 ("
com
plet
eun
ders
tand
ing"
).
4.in
stru
ctpa
rtne
rs to
rev
erse
thei
r ro
les
and
then
rep
eat s
teps
1-3
(may
be
adap
ted
for
time
cons
trai
nts)
.
Les
son
3: T
ools
for
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flic
t Res
olut
ion
83
Cop
yrig
ht 0
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by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 4
5
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Con
flict
ltese
nN
oel.
tor
Can
t,. Ig
tolu
toon
My
Firs
t im
pres
sion
JobL
bik
I cam
e to
the
US
in i9
86 M
y fir
st im
pres
sion
was
that
Ife
lt fr
eedo
m. b
ut
lone
ly w
hen
I got
hom
e O
n m
y fir
st d
ay h
ere.
I w
alke
d do
wn
the
stre
et. I
felt
hung
ry. s
o I s
topp
ed b
y a
hole
sna
ck s
hop
to g
et s
omet
hing
to e
ar I
gave
my
orde
r A
ham
burg
er a
nd c
oke
cart
A c
op w
as s
tand
ing
by th
e or
der
win
dow
. He
hear
d m
y or
der
look
ed a
t mc
and
aske
d. W
hat d
o yo
u w
ant'
I sai
d. A
ham
burg
er a
nd C
oke
can
He
said
. Wha
t. co
cain
e! T
he m
ark
shop
ow
ner
hear
d
this
and
got
sca
red.
No
coca
ine
sold
her
e! h
e sa
id T
he c
op c
ame
over
to m
e an
d
aske
d ag
ain
Wha
t do
you
wan
t' I r
epea
ted.
A C
oke
can.
a C
oke
in c
an. T
hen
ever
yone
look
ed a
t me
and
laug
hed
The
y sa
id. N
est t
ime.
don
't do
it a
gain
I fe
lt
emba
rras
sed
and
left.
Tve
nev
er fo
rgot
ten
my
first
day
in th
e U
S
I.,..i
Sca
b kw
Cab
in L
idun
onC
opy,
ty C
irro
by C
oos
Con
nyoy
ry C
a, D
yrna
Ilas.
deet
57
Han
dout
17,
Tra
nspa
renc
y 17
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Con
flict
leso
n s
Teo
,. fo
r C
onfle
ct K
esel
...eo
nJo
blin
k
ES
L an
d C
ross
-Cul
tura
l Com
mun
icat
ion
Whe
n sp
eaki
ng to
peo
ple
fa w
hom
Eng
lish
is a
sec
ond
lang
uage
(E
SU
or
peop
le fr
om o
ther
CU
lture
c
I.S
peak
dea
rly, s
low
ly a
nd s
impl
y. A
void
sop
hist
icat
ed la
ngua
ge. U
se s
hort
sen
tmce
s. S
top
so th
at th
e pe
rson
can
pro
cess
wha
t you
are
say
ing
2.D
on't
spea
k un
natu
rally
or
loud
er
3.A
void
idio
ms,
sla
ng a
nd a
bbre
viat
ions
4.B
e pa
tient
. You
mig
ht n
eed
to s
ay th
e sa
me
thin
g se
vera
l tim
m e
spec
ially
nam
es,
num
bers
, and
dire
ctio
ns. S
pell
it or
writ
e it
out i
f nec
essa
ry. S
ay it
ano
ther
way
with
diffe
rent
wor
ds o
r he
lpfu
l ges
ture
s R
emem
ber
: Com
mun
icat
ion
is th
e go
al W
ithO
Ull
it.ev
eryo
ne lo
ses
Clu
yir
An,
JobL
ink
tura
l Com
mun
icat
ion
ItInu
ed)
is a
sec
ond
lang
uage
or
who
ere
fran
oth
er
rath
er th
an m
ore
diffi
cult.
y sa
y. a
sk a
gain
(an
d gi
ve th
em ti
me
to th
ink
and
off)
.
clim
es E
SL
peop
le s
peak
sol
try
due
to a
lack
of
an to
rep
eat t
he s
ame
wor
ds (
whe
n sa
neon
eis
bec
ause
of t
heir
poor
Eng
lish
skill
s).
n E
SL
pers
ons
tone
of v
oice
. The
y ar
eor
ds, p
ronu
ncia
tion
and
gram
mat
ical
str
uctu
res.
ence
s. In
tona
tion
is v
ery
diffi
cult
for
them
list
enT
ilniN
ddal
kilit
fttow
rona
rar
ame-
to th
eir
wor
ds
5.T
rv n
ot to
cor
rect
an
ES
L st
reak
ers
lish
whi
le h
e or
she
is ta
lliiiN
g or
in fr
ont o
f oth
ers
.Its
bet
ter
to h
elp
afte
rwar
ds
silic
ate
effe
ctiv
ely
thro
ugh
iodi
sed
mea
ns v
s.
ES
L an
d C
ross
-Cul
tura
l Com
mun
icat
ion
(con
tinue
d)
For
ES
L sp
eake
rs:
I.S
peak
slo
wly
, cle
arly
, and
bol
dly.
2.S
peak
loud
eno
ugh
for
othe
rs to
hea
r yo
u, e
spec
ially
in m
eetin
gs. O
ften
othe
rs c
anno
the
ar y
ou. I
ts n
ot a
lway
s yo
ur E
nglis
Ts
but y
our
soft
voic
e th
at h
inde
rs c
omm
unic
atio
n.
3.B
e w
iling
to r
epea
t you
r w
ords
as
man
y tim
es a
s ne
eded
unt
il co
mm
unic
atio
n ha
ppen
s.
4.If
som
eone
doe
sn't
unde
rsta
nd y
our
pron
unci
atio
n, tr
y an
othe
r w
ord
or d
esai
be w
hat
you
mea
n Y
ou c
an a
lso
try
spel
ling
or w
ritin
g th
e w
ord
you
are
tryi
ng to
pro
noun
ce.
Thi
s ca
n be
ver
y fr
ustr
atin
g bu
t don
't gi
ve u
p to
o so
on.
5.T
ake
risks
. Fin
d so
meo
ne y
ou fe
d co
mfo
rtab
le w
ith a
nd tr
y ne
w w
ords
and
phr
ases
. Thi
sis
the
only
way
to im
prov
e yo
ur c
omm
unic
atio
n sk
ills.
6.A
llow
oth
ers
to h
elp
you
mak
e th
e ne
eded
cor
rect
ions
-See
the
liste
ner
as y
our
part
ner
inco
mm
unic
atio
n.
tura
! Com
mun
icat
ion
ntin
ued)
not e
very
woa
t oth
erw
ise
you
mig
ht g
et lo
st a
ndsu
re y
ou k
now
the
cont
end
or to
pic:
it w
ill h
elp
conc
epts
Tla
of s
teps
or
proc
edur
es (
sequ
ence
: pay
atte
ntio
nno
rt, b
efor
e af
ter,
fina
lly e
tc.)
.
rmat
ion
in a
ny d
iscu
ssio
n If
you
do n
otne
tting
or
clas
s, a
fter
clas
s as
k so
meo
ne to
exp
lain
4A
void
sid
e di
scus
sion
s (e
spec
ially
with
som
eone
in y
our
first
lang
uage
) an
d ot
her
dist
ract
ions
whi
le a
noth
er is
spe
akin
g Its
impo
rtan
t to
conc
entr
ate
fully
on
the
pers
onsp
eaki
ng in
ord
er to
und
erst
and
Con
vers
atio
n is
like
a p
uzzl
e: y
ou n
eed
all t
he p
iece
sfo
r un
ders
tand
ing
1I
-11-
11
Han
dout
18
a, b
, c, d
Tra
nspa
renc
y 18
a, b
, c, d
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
sB
EST
CO
PY A
MIA
BL
E85
Page
46
Res
olvi
ng C
onfl
icts
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Act
iviti
esFi
fth
Act
ivity
: 15
Min
utes
(O
ptio
nal)
04-1
8.11
1% T
Illaa
elIto
ndou
tT
ryis
cann
ey
IOW
A v
licad
lH
arel
out
Thr
opsn
onev
04-1
7. M
TH
ando
utT
rans
pare
ncy
8
jobL
ink
1.E
xpla
inth
e sp
ecia
l com
mun
icat
ion
need
s an
d co
nflic
ts th
at a
re p
rese
nted
inco
mm
unic
atio
n
situ
atio
ns in
volv
ing
empl
oyee
s w
ho a
re n
ativ
e E
nglis
h sp
eake
rs, e
mpl
oyee
sw
ho s
peak
Eng
lish
asth
eir
seco
nd la
ngua
ge (
ESL
), a
nd e
mpl
oyee
s w
ho a
re f
rom
dif
fere
ntcu
lture
s. (
Tra
nspa
renc
y 18
A a
nd
Han
dout
18A
are
sui
tabl
e fo
r hi
gher
lang
uage
ski
ll le
vels
and
sup
ervi
sors
. Tra
nspa
renc
y 18
Ban
d H
ando
ut 1
8B a
re
us4i
il w
ith li
mite
d-E
nglis
h cl
asse
s)
2.D
istr
ibut
e"M
y Fi
rst I
mpr
essi
on"
and
read
ital
oud
to th
e cl
ass.
Aft
erw
ard,
ask
empl
oyee
s if
they
have
had
sim
ilar
expe
rien
ces.
(O
ptio
n: U
se th
is a
s a
wri
ting
assi
gnm
ent.)
3.D
istr
ibut
e"E
SL a
nd C
ross
-Cul
tura
l Com
mun
icat
ion"
and
read
it to
the
dass
.
4.E
ncou
rage
com
men
ts, c
lari
fica
tions
, and
que
stio
ns.
5.A
skfo
r fu
rthe
r co
nstr
uctiv
e in
sigh
ts th
at m
ight
fac
ilita
te b
ette
r co
mm
unic
atio
n be
twee
n di
ffer
ing
lang
uage
s an
d cu
lture
s.
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
8
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 4
7
Res
olvi
ng C
onfl
icts
*r
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Act
iviti
esE
ndin
g: 5
Min
utes
01.
Rev
iew
the
obje
ctiv
es o
f th
is le
sson
.
jobL
ink
2.D
istr
ibut
eth
e in
dex
card
s.In
stru
ctem
ploy
ees
as f
ollo
ws:
"O
n on
e si
de, w
rite
'1th
ing
I le
arne
d
toda
y'; o
n th
e ot
her
side
, '1
thin
g I
wou
ldlik
e to
wor
k on
impr
ovin
g!"
3.R
emin
dem
ploy
ees
of th
e da
te a
nd ti
me
of th
e ne
xt s
essi
on.A
lso
rem
ind
them
to c
ontin
ue
obse
rvin
g an
d no
ting
conf
licts
and
reso
lutio
ns in
the
wor
kpla
ce a
nd to
mak
e ne
w e
ntri
es(a
nd
revi
ew p
revi
ous
ones
) in
thei
r G
loss
arie
s.
4.C
olle
ctem
ploy
ees'
car
ds a
s yo
usa
ygo
od-b
ye.
8 3
Les
son
3: T
ools
for
Con
flic
t Res
olut
ion
Cop
yrig
ht C
199
6 by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 4
9
e
J bl
ink
Win
ning
At
Wor
k 9 0
*
Res
olvi
ngC
onfli
cts
Get
ting
Alo
ng W
ithC
o-W
orke
rs
Less
on 4
How
to H
ave
a F
air
Fig
ht
9 1
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
1' L
esso
n D
escr
iptio
n
Job
Lin
k
Thi
s le
sson
hel
ps e
mpl
oyee
ss to
dis
agre
e re
spec
tful
ly, a
rgue
con
stru
ctiv
ely,
and
min
imiz
e co
nflic
t
dam
age
so a
s to
pro
vide
fur
ther
opp
ortu
nitie
s fo
r re
solu
tion.
The
Firs
t Act
ivity
give
s sm
all g
roup
s th
e re
spon
sibi
lity
to c
ome
up w
ith "
Rul
es f
or a
Fai
r Fi
ght"
The
ir r
ules
or
guid
elin
es a
re s
hare
d w
ith th
e w
hole
das
s in
an
atte
mpt
to r
each
con
sens
us.
The
Sec
ond
Act
ivity
pres
ents
a f
ilm d
ip o
f a
conf
lict;
empl
oyee
s th
en e
valu
ate
each
cha
ract
er in
light
of
thei
r "R
ules
for
a F
air
Figh
t" a
nd th
e "W
in-W
in G
raph
"
The
Thi
rd A
ctiv
ityut
ilize
s th
e em
ploy
ees'
ong
oing
"C
onfl
ict R
esol
utio
n L
ogs"
in a
par
tner
ed
eval
uatio
n of
the
"Rul
es f
or a
Fai
r Fi
ght'.
'
The
Fou
rth
Act
ivity
sim
ulat
es a
con
flic
t tha
t off
ers
the
oppo
rtun
ity to
pra
ctic
e us
ing
the
the
agre
ed-u
pon
"Rul
es!'
Aft
er th
e si
mul
ated
con
flic
t, em
ploy
ees
have
an
oppo
rtun
ity to
inco
rpor
ate
sped
al ti
ps in
to th
e "R
ules
"
Fina
lly, s
trat
egie
s ar
e pr
esen
ted
to h
elp
min
imiz
e co
nflic
t dam
age
and
crea
te o
ppor
tuni
ties
for
futu
re W
in-W
in r
esol
utio
ns.
Les
son
4: H
ow to
Hav
e a
Fair
Fig
it
9 /
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 5
2
9 3
Res
olvi
ng C
onfl
icts
:!:
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
IF O
bjec
tives
By
com
plet
ing
this
less
on,
empl
oyee
sw
ill b
e ab
le to
:
1.C
reat
ean
dus
e"R
ules
for
a F
air
Figh
t," g
uide
lines
for
res
pect
ful
disa
gree
men
t in
conf
lict
reso
lutio
n.
2.A
pply
thes
e "R
ules
" to
the
wor
kpla
ce s
o as
to m
inim
ize
conf
lict d
amag
e.
3.C
reat
ew
ays
to h
andl
eco
nflic
tre
solu
tion
in th
e fu
ture
.
Mat
eria
ls N
eede
dH
ardw
are
1.N
ame
tags
2.Pe
ncils
(1
per
empl
oyee
)3.
Ove
rhea
d4.
Whi
tebo
ard
or f
lip c
hart
5.M
arke
rs6.
Vid
eo c
lip7.
TV
and
VC
R8.
Ext
ra c
opie
s of
the
"Con
flic
tR
esol
utio
nL
og"
(Han
dout
5 in
Les
son
1)9.
Vid
eo(s
) po
rtra
ying
a c
onfl
ict.
(Rec
omm
enda
tion:
Pur
chas
e an
old
Hon
eym
oone
rs v
ideo
or
a si
mila
r vi
deo
that
pres
ents
a c
onfl
ict.
Rev
iew
the
epis
ode
and
sele
ct f
rom
it a
sho
rt s
egm
ent f
or u
se in
cla
ss.)
v T
rans
pare
ncie
s"A
Dog
-Eat
-Dog
Wor
ld"
(Tra
nspa
renc
y 19
)
"Rul
es f
or a
Fai
r Fi
ght"
(T
rans
pare
ncy
20)
"Pas
t Con
flic
t Eva
luat
ion"
(T
rans
. 21)
'Tip
s fo
r D
isag
reem
ents
" (T
rans
pare
ncy
22)
"Str
ateg
ies"
(T
rans
pare
ncy
23)
JobL
ink
v, M
ater
ials
Nee
ded
Han
dout
s"A
Dog
-Eat
-Dog
Wor
ld"
(Han
dout
19)
'Rul
es f
or a
Fai
r Fi
ght"
(H
ando
ut 2
0)
"Pas
t Con
flic
t Eva
luat
ion"
(H
ando
ut 2
1)
"Tip
s fo
r D
isag
reem
ents
" (H
ando
ut 2
2)
"Str
ateg
ies"
(H
ando
ut 2
3)
17 C
lass
room
Set
-up
V T
otal
Tim
e: 9
0 m
inut
esO
peni
ng-
Lar
ge G
roup
10 m
in.
Firs
t Act
ivity
- Sm
all G
roup
s20
min
.
Seco
nd A
ctiv
ity-
Lar
ge G
roup
10 m
in.
Thi
rd A
ctiv
ity-
Pair
s15
min
.
Four
th A
ctiv
ity-
Smal
l Gro
ups
20 m
in.
Fift
h A
ctiv
ity-
Lar
ge G
roup
10 m
in.
End
ing-
Lar
ge G
roup
5 m
in.
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht 9
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
9 5
Page
53
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
htC
jObL
ignk
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
9 13
miR
esol
ving
C.0
110
leue
nH
ew e
i.Tha
rela
wJo
blin
k
Its
a do
g-ea
t-do
g w
orld
but w
hoev
er s
aid
we
had
to b
e do
gs?
UIS
CII
lbw
le lb
w h
a fit
sC
o p
p *
s O
it. b
CC
ona
way
GA
. Pon
tM
asok
all I
f
Han
dout
19,
Tra
nspa
renc
y 19
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
BE
ST
CO
PY
AV
AIL
ALL
E9
7
Page
54
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Figh
t
Act
iviti
esO
peni
ng: 1
0 M
inut
es
CT
-111
1
Tha
nlIP
NO
M,
Hav
eem
ploy
ees
sign
in a
nd w
ear
nam
e ta
gs.
2.w
elco
me
ever
yone
.R
emin
dem
ploy
ees
of th
e to
pic
and
the
goal
.
3.P
roJe
cton
ly th
e to
p ha
lf o
f "A
Dog
-Eat
-Dog
Wor
ld"
on th
e ov
erhe
ad.
Rea
dth
e ph
rase
alo
ud; t
hen
ask
empl
oyee
s fo
r its
mea
ning
.
Jo
4. N
owun
cove
rth
e bo
ttom
hal
f of
the
tran
spar
ency
and
disc
uss
the
mea
ning
of
the
ques
tion.
5.In
trod
uce
the
follo
win
g le
sson
:
'Tha
t whi
ch d
istin
guis
hes
hum
ans
from
ani
mal
s is
the
abili
ty to
rea
son,
disc
uss,
and
disa
gree
with
out d
estr
oyin
g on
e an
othe
r.
"In
tryi
ng to
res
olve
con
flic
tsby
mak
ing
use
of e
ffec
tive
com
mun
icat
ion
tool
s, w
hat
happ
ens
if w
e st
ill d
isag
ree
and
cann
otre
solv
e th
e co
nflic
tr
6.E
xpla
inth
e ob
ject
ives
of
this
less
on a
nddi
strib
ute
"A D
og-E
at-D
og W
orld
". (
Opt
ion:
Dis
trib
ute
this
hand
out a
t the
end
as
a co
nclu
sion
to th
ele
sson
.)
Les
son
4: H
ow to
Hav
e a
Fair
Fig
htC
opyr
ight
©19
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
93S3
Page
55
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
Ite.
.1.1
1e. C
..flk
tv
Less
en 4
How
tolh
y.T
ao R
ev
2
Imm
o* N
ew. H
aw.-
Vs
Rul
es fo
r a
Fai
r F
ight
Jobl
Ink
Cap
yryN
SU
M t
C.C
. Caw
mod
lime.
*III
Han
dout
20,
Tra
nspa
renc
y 20
Les
son
4: H
ow to
Hav
e a
Fair
Fig
htC
opyr
ight
©19
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
10 0
10B
EST
CO
PY A
VA
ILA
BL
E
JobL
ink
Page
56
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
Act
hriti
esFi
rst A
ctiv
ity: 2
0 M
inut
es
IS1.
20)
Han
dout
(1,2
01tr
ansp
aren
cy
1.D
ivid
e th
e cl
ass
into
sm
all g
roup
s.
jobL
hfri
k
2.D
istr
ibut
e "R
ules
for
a F
air
Figh
t" a
nd a
sk th
e gr
oups
to c
ome
upw
ith "
Rul
es"
(tha
t is,
with
guid
elin
es f
or a
rgum
ents
, dis
agre
emen
ts, a
nd c
onfl
icts
).
3. H
ave
grou
ps s
hare
thei
r "R
ules
" w
ithth
e w
hole
das
s.
4.W
rite
the
com
bine
d "R
ules
" or
gui
delin
es o
n th
ebo
ard,
or
list t
hem
on
the
tran
spar
ency
.
5.A
sk e
mpl
oyee
s if
they
agr
ee o
r di
sagr
ee w
ithea
ch g
uide
line.
(O
mit
step
s 5
and
6 if
tim
e do
es n
ot
perm
it.)
6.A
sk p
artic
ipan
ts w
heth
er th
ey r
each
ed a
con
sens
us o
nth
e "R
ules
for
a F
air
Figh
t"
10.2
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
103
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 5
7
Res
olvi
ng C
onfl
icts
''':;
?"L
esso
n 4:
How
to H
ave
a Fa
ir F
ight
Act
hriti
es-
Seco
nd A
ctiv
ity: 1
0 M
inut
es
104
jobL
ink
Show
a s
hort
vid
eo c
lip o
f ch
arac
ters
inco
nflic
t (fo
r ex
ampl
e, a
clip
fro
m a
Hon
eym
oone
rsep
isod
e). T
he
purp
ose
is to
sho
w v
ario
us w
ays
that
dif
feri
ng c
hara
cter
s tr
y to
man
age
disa
gree
men
t.
2.A
Sk th
e fo
llow
ing
ques
tions
aft
erem
ploy
ees
view
the
vide
o:W
as th
is a
"fa
ir f
ight
s'?
Why
, or
why
not?
Wha
t are
the
conf
lict m
anag
emen
t sty
les
(Dom
inat
or, A
void
er, e
tc.)
of
each
cha
ract
ers?
How
cou
ld th
ey r
esol
ve th
is c
onfl
ictw
ith a
Win
-Win
sol
utio
n?
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
105
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 5
9
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
iteso
lvio
i Coo
t lig
sL
ew..
Now
oO
.--1
1bre
Y..,
TO
.
Pas
t-C
onfli
ct E
valu
atio
n
Jobl
ink
Thi
nk o
f a ti
me
whe
n yo
u co
uld
not a
gree
with
ano
ther
per
son
orgr
oup.
Des
crib
e th
e si
tuat
ion
brie
fly b
elow
:
Was
it a
fai
r fi
ght'
Why
or
why
not
'
yes
No
Can
you
now
thin
k of
a b
ette
r w
ay r
o ha
ndle
117
ml H
o.. H
aw f
a to
y,.
Coo
loor
oto
Oro
. I, C
o. C
omor
o, C
a. D
oom
aada
al 2
1
Han
dout
21,
Tra
nspa
renc
y 21
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
0
jobL
ink
Iteot
irloi
t Con
flict
(coo
n 4
How
rei
layo
rfa
ir N
I.
Tip
s fo
r D
isag
reem
ents
Jobl
ink
1.T
reat
Me
othe
r pe
rson
vdt
h re
spec
t Dar
t tam
e or
acc
usal
Avo
id p
erso
nal a
rtad
o (f
or c
ram
pfc
Tha
i's s
tupi
d, Y
ou d
on't
thaw
wha
t you
're ta
fbng
obo
e)11
Ka
Tel
l why
you
dis
agee
; exp
lain
you
r fe
elin
gs
2.A
sk Q
uest
ions
to b
e su
re y
ou u
nder
stan
d.A
sk f
or r
eam
* A
rt ?
vs s
avin
g ./
OR
A,t
his
idua
you
mea
n 7
3.F
ind
som
ethi
ng Y
Ou
Can
agr
ee to
.T
here
mus
t be
som
ethi
ng y
ou b
oth
can
wee
to e
ven
whe
n yo
u fe
d m
thin
k di
ffer
ently
abou
t the
sub
ject
Fad
=no
n gr
ound
Agr
ee to
dis
agre
e.So
me
conf
licts
don
't ge
t res
olve
d tig
ht a
way
. Ack
now
ledg
e th
at y
ou h
ave
a di
ffer
ence
of
opin
ion
and
agre
e to
res
pect
one
ano
ther
Don
't le
t the
pro
blem
get
in th
e w
ay o
f yo
urco
mm
on ta
sks
or in
the
way
of
com
pany
bus
ines
s
5.D
on't
glve
up.
Kee
p op
en th
e op
tion
of a
late
r re
solu
tion
Som
etim
es p
eopl
e ne
ed ti
me
to c
alm
dow
n an
dpr
oces
s th
e pr
oble
m.
Can
you
add
tips
to th
is 1
st?
Use
the
spac
e be
low
.
6. z Uw
e" I
lea
le H
ayty
yz f
#YC
ow*.
SIM
by
Cow
Com
mon
, Col
t, D
oom
ToO
som
peol
ost7
Han
dout
22,
Tra
nspa
renc
y 22
BE
ST C
OPY
AV
AIL
AB
LE
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
107
Pag
e 60
Res
olvi
ng C
onfli
cts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
Act
iviti
esT
hird
Act
ivity
: 15
Min
utes
(1(-
21. 1
-21)
itand
out
Tra
nspa
renc
y
(H-2
2.1.
22)
Han
dout
Tra
nspa
renc
y
103
jobL
ink
1.T
elle
mpl
oyee
s to
use
thei
r on
goin
g "C
onfl
ict R
esol
utio
n L
ogs"
toev
alua
te th
e co
nflic
ts th
ey h
ave
obse
rved
acc
ordi
ng to
"R
ules
for
a F
air
Figh
t'A
skth
em to
labe
l act
ions
Ffo
r 'fa
ir a
nd U
for
"unf
air"
2.A
skem
ploy
ees
toex
plai
nth
eir
mar
king
s to
a p
artn
er.
3.P
roje
ct a
nd D
istr
ibut
e"P
ast C
onfl
ict E
valu
atio
n".
Ask
empl
oyee
s to
ans
wer
the
ques
tions
and
tosh
are
thei
r an
swer
s w
ith th
e sa
me
part
ner.
4.P
roje
ct a
nd D
istr
ibut
e"T
ips
for
Dis
agre
emen
ts".
The
n re
ad e
ach
tip a
loud
and
allo
w a
sho
rt ti
me
for
disc
ussi
ng, a
ddin
g, q
uest
ioni
ng, a
nd c
lari
fyin
g.
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
.10J
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tP
age
61
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
1r A
ctiv
ities
lir F
ourt
h A
ctiv
ity: 2
0 M
inut
es (
Opt
iona
l)
Div
ide
empl
oyee
s in
to s
mal
l gro
ups.
Jobb
/7k
2.E
xpla
inth
at e
mpl
oyee
s w
ill s
imul
ate
a co
nflic
t, us
ing
one
from
thei
r "C
onfl
ict
Res
olut
ion
Log
"
(tha
t is,
fro
m th
eir
past
exp
erie
nce)
. Bef
ore
they
act
out
thei
r co
nflic
ts,I
nstr
uct e
mpl
oyee
s to
expl
ain
the
conf
lict s
ituat
ion
and
desc
ribe
the
conf
lict c
hara
cter
s to
thei
r gr
oup.
3.T
ell g
roup
s to
cho
ose
two
acto
rs. T
he r
est o
f th
e em
ploy
ees
func
tion
asbo
th o
bser
vers
and
inte
rven
ers.
One
act
or's
rol
e is
to b
reak
at l
east
thre
e of
the
"Rul
es f
or a
Fai
rFi
ght%
the
othe
r ac
tor
mus
tad
here
to th
e ru
les.
The
obs
erve
rs n
ote
the
brok
en r
ules
, int
erve
ne in
the
conf
lict,
and
lead
adi
scus
sion
on
the
guid
elin
es th
at w
ere
viol
ated
and
how
to r
esol
ve th
e co
nflic
t in
aW
in-W
in
fash
ion.
4.R
ever
seth
e ac
tor
and
obse
rver
rol
es:
a.T
ell t
he f
orm
er a
ctor
s to
cho
ose
anot
her
topi
c fr
om th
eir
"Log
s" a
nd to
ass
ume
the
role
of
obse
rver
s, n
otet
aker
s, in
terv
ener
s, a
nd d
iscu
ssio
n le
ader
s.
11 0
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
b.T
ell t
he f
orm
er o
bser
vers
to a
ssum
e th
e ro
les
of a
ctor
s in
the
new
con
flic
tfo
llow
ing
the
inst
ruct
ions
abo
ve.
111
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 6
3
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
112
lew
ohrl
otC
omfl
irt
lano
n 4
Row
to-1
9444
hwne
. stra
tegl
es
,Job
Unk
1.St
op M
onon
a on
yot
r po
int o
f W
m.
Don
't re
peat
it o
ver
and
over
Say
it o
nce
sim
ply
and
clea
rly.
Giv
e th
e ot
her
past
ries
/tim
e to
pro
ass
your
poi
nt2.
Try
to s
tay
cakn
.A
nger
wor
sens
the
prob
lem
! T
hen
peop
le s
ay f
oolis
h w
orth
. rea
ctio
ns m
ultip
ly a
nddo
ors
to f
utur
e re
solu
tion
dose
3.Fo
ca m
inde
nt:e
ndin
g th
e ot
her
pers
ons
men
pai
ntT
ry to
res
tate
the
othe
r pe
rson
s po
int d
earl
y an
d fa
irly
to m
ake
sure
you
are
unde
rsta
ndin
g co
rrec
tly.
& A
sk f
or O
ne to
Min
k an
d tr
y to
set
up
anot
her
Om
to ta
lk.
To
mak
e nu
e yo
u ke
ep w
orki
ng o
n th
e pe
oble
n. s
et a
day
and
tim
e w
hen
youl
l mee
tag
ain
Use
the
time
to p
roce
ss a
nd th
ink
abou
t tin
oth
ers
need
and
you
r re
al n
eeds
.
I.Su
gges
t Med
par
ty o
r m
odis
tes.
If th
e co
nflic
t see
ms
to b
e re
a s
tand
still
. con
side
r as
kirg
a m
utua
lly r
espe
cted
per
son
tohe
lp w
ork
out a
res
olut
ion.
& M
aint
tr c
onfe
ct d
amag
e to
Ism
doo
rs o
pen.
Show
nsp
ect
.Dev
alue
. Iri
na M
ho&
Stay
cal
mB
low
up
or r
ant a
nd r
ave
Thi
nk o
f th
e ot
her
pers
on a
nd th
e co
mpa
ny.
Giv
e ul
timat
ums
or im
poni
ble
choi
ces.
Use
list
enin
g/sp
eaki
ng to
ols
Do
all t
he ta
lkin
gK
eep
a W
m-W
m m
inds
etG
ive
up.
7.U
s* y
our
conf
ect-
reso
lutio
n to
ols
to d
ank
of a
ltern
atly
. sdu
lfon
s th
atm
ake
for
WIr
o-V
tln c
oral
uelo
ns.
& V
ent y
our
Wan
g& o
r Im
mo
yotr
Ide
as o
ff e
neu
tral
Ger
d pa
rty.
& T
ry a
gain
list
en to
the
othe
r pe
rson
s m
aw I
deas
, and
sug
gest
yaw
atte
rnat
lyes
.io
. tf
step
11
does
n't b
eing
sath
fact
ory
cant
ahlo
n. tr
y m
aw a
mut
ualy
trus
ted
med
iato
r an
d re
peat
oka
pi th
roug
h 01
law
n 4
Ns
Na.
Pa
14.4
Can
dft o
lt t C
aw C
omm
.*, C
alw
DA
MIl
113
Han
dout
23,
Tra
nspa
renc
y 23
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
Jobt
frik
HE
ST C
OPY
AV
AIL
AB
LE
Page
64
113
Res
olvi
ng C
onfl
icts
.vL
esso
n 4:
How
to H
ave
a Fa
ir F
ight
Act
iviti
es11
Fif
th A
ctiv
ity: 1
0 M
inut
es
1.P
roje
ct"S
trat
egie
s" a
nddi
strib
ute
a co
py o
f it
to e
mpl
oyee
s.
2.A
llow
empl
oyee
s tim
e to
rea
d th
e ha
ndou
t sile
ntly
.
3. W
hen
mos
t em
ploy
ees
seem
fin
ishe
d, r
ead
each
str
ateg
yal
oud.
(114
1. T
-23)
14In
tlaT
IIII
IFO
renc
y
111
jobL
ink
4.L
ead
the
clas
s in
a d
iscu
ssio
n of
the
stra
tegi
es-s
peci
fica
lly, a
disc
ussi
on o
f w
ays
in w
hich
the
stra
tegi
es m
ight
be
used
in th
eir
wor
kpla
ce.
Em
phas
ize
min
imiz
ing
conf
lict d
amag
e, c
reat
ing
oppo
rtun
ities
for
fut
ure
reso
lutio
n po
ssib
ilitie
s, a
nd f
ollo
win
g th
e"R
ules
for
a F
air
Figh
t" (
Ada
pt
step
s 4
and
5 if
tim
e is
lim
ited.
)
5.A
skem
ploy
ees
to a
dd s
trat
egie
s of
thei
r ow
n to
this
list
and
to s
hare
thei
r st
rate
gies
with
the
clas
s.
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
115
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 6
5
Res
olvi
ng C
onfl
icts
sw
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
116
1111
lot.
4 B
ow to
Ho.
. la
111h
tJa
il*
Its
a do
g-ea
t-do
g w
orld
but w
hoev
er s
aid
we
had
to b
e do
gs?
Lmon
Nor
to 1
104
Pi,
Pep
Cow
l/.M
/ top
Cat
ot O
mar
., C
.I. D
OM
11 If
Tra
nspa
renc
y 19
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
BE
ST C
OPY
NJA
IAIV
JobL
ink
117
Page
66
Res
olvi
ng C
onfl
icts
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
Act
iviti
esV
' End
ing:
5 M
inut
es
Rev
iew
the
obje
ctiv
es o
f th
is le
sson
.
2.E
ncou
rage
empl
oyee
s to
con
tinue
thei
r ob
serv
atio
ns a
nd e
ntri
esin
thei
r "C
onfl
ict R
esol
utio
n L
og"
and
"Glo
ssar
ies!
'
11.3
JobL
ink
3. A
sk th
em to
thin
k ab
out t
heco
mm
unic
atio
n sk
ills
they
indi
cate
d a
desi
re to
impr
ove
in th
e la
st
sess
ion.
On
one
side
of
an in
dex
card
tell
empl
oyee
s to
wri
te d
own
any
atte
mpt
s th
ey m
ade
toim
prov
e th
ose
skill
s. O
n th
e ot
her
side
oft
he in
dex
card
,te
llth
em to
wri
te th
e "R
ules
for
a F
air
Figh
t" th
at th
ey s
till w
ant t
o im
prov
e.
4.P
roJe
d "A
Dog
-Eat
-Dog
Wor
ld"
agai
n, a
ndre
read
it as
a c
oncl
usio
n to
this
ses
sion
.
5.R
emin
dth
e cl
ass
of th
e da
y an
d tim
e of
the
next
ses
sion
.
6.S
aygo
od-b
ye.
Les
son
4: H
ow to
Hav
e a
Fair
Fig
ht
113
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 6
7
JobL
ink
Win
ning
At
Wor
k 123
Res
olvi
ngC
onfli
cts
Get
ting
Alo
ngW
ith C
o-W
orke
rs
Less
on 5
Man
agin
g th
e C
onfli
cts
With
in
121
Res
olvi
ng C
onfl
icts
vL
esso
n 5:
Man
agin
g th
e C
onfl
icts
With
in
Les
son
Des
crip
tion
Job
Lin
k
Thi
s le
sson
hel
ps e
mpl
oyee
s w
ith u
nres
olve
d in
ner
conf
licts
that
oft
en a
ffec
t job
per
form
ance
,
com
pany
mor
ale,
and
pro
duct
ion
qual
ity.
Unr
esol
ved
inne
r co
nflic
ts a
lso
dim
inis
h th
e ca
padt
y to
reso
lve
othe
r co
nflic
ts.
The
Fir
st A
ctiv
ity h
elps
em
ploy
ees
to id
entif
y (1
) th
eir
styl
es o
f m
anag
ing
ange
r an
dfr
ustr
atio
n
and
(2)
prev
entiv
e st
rate
gies
.
In th
e Se
cond
Act
ivity
em
ploy
ees
read
and
dis
cuss
an
artic
le o
n w
ays
to b
reak
the
cyde
s of
ang
er
that
hin
der
pers
onal
and
wor
kpla
ce p
rodu
ctiv
ity.
The
Thi
rd A
ctiv
ity h
elps
em
ploy
ees
tap
into
or
crea
te c
ompa
ny r
esou
rces
for
con
flic
t man
agem
ent.
In th
e Fo
urth
Act
ivity
, em
ploy
ees
read
and
res
pond
to a
sto
ry th
at p
rovi
des
a th
ird
alte
rnat
ive
for
deal
ing
with
the
conf
licts
with
in.
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
122
123
Page
70
Res
olvi
ng C
onfl
icts
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Obj
ectiv
esB
y co
mpl
etin
g th
is le
sson
, em
ploy
ees
will
be
able
to:
1.Id
entif
yth
eir
own
inne
r co
nflic
tsan
d w
ays
to m
anag
e th
em.
2.D
evel
opal
tern
ativ
e st
rate
gies
for
brea
king
cyc
les
of a
nger
and
inne
r co
nflic
t.
3.Id
entif
yco
mpa
ny r
esou
rces
for
use
in c
onfl
ict r
esol
utio
n.
Mat
eria
ls N
eede
dV
Har
dwar
e
jobL
ink
7 M
ater
ials
Nee
ded
1r H
ando
uts
1.N
ame
tags
"Man
agin
g th
e C
onfl
ict W
ithin
" (H
ando
ut 2
4)
2.Pe
ncils
(1
per
empl
oyee
)"S
eeir
lg A
noth
er P
oint
of
Vie
w: (
Han
dout
25)
3.O
verh
ead
proj
ecto
r"B
reak
ing
the
Cyd
e of
Ang
er"
(Han
dout
26)
4.W
hite
boar
d or
flip
cha
rt
5.M
arke
rs°W
orkp
lace
Res
ourc
es"
(Han
dout
27)
6.In
dex
card
s (3
x5)
(1 p
er e
mpl
oyee
)"A
noth
er W
ay"
(Han
dout
28)
7.E
xtra
cop
ies
of C
onfl
ict R
esol
utio
n L
og"A
Thi
rd A
ltern
ativ
e" (
Han
dout
29)
(Les
son
1, H
ando
ut 5
)
8.Pu
rcha
se C
hick
en S
oup
for
the
Soul
V T
rans
pare
ncie
s"M
anag
ing
the
Con
flic
t With
in"
(Tra
ns. 2
4)
"See
ing
Ano
ther
Poi
nt o
f V
iew
.:(T
rans
pare
ncy
25)
"Bre
akin
g th
e C
ycle
of
Ang
er"
(Tra
ns. 2
6)
"Wor
kpla
ce R
esou
rces
" (T
rans
pare
ncy
27)
'Ano
ther
Way
" (T
rans
pare
ncy
28)
"A T
hird
Alte
rnat
ive"
(T
rans
pare
ncy
29)
Cla
ssro
om S
et-u
pv
Tot
al T
ime:
90
min
utes
Ope
ning
- L
arge
Gro
up
Firs
t Act
ivity
- L
arge
Gro
up
Seco
nd A
ctiv
ity-
Smal
l Gro
ups
Thi
rd A
ctiv
ity-
Smal
l Gro
ups
Four
th A
ctiv
ity-
Lar
ge G
roup
End
ing-
Lar
ge G
roup
15 m
in.
20 m
in.
20 m
in.
15 m
in.
15 m
in.
5 m
in.
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
1 9
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
1 2
5
Page
71
Res
olvi
ng C
onfl
icts
1:1
fL
esso
n 5:
Man
agin
g th
e C
onfl
icts
With
in
Act
iviti
es'V
Ope
ning
: 15
Min
utes
1.H
ave
empl
oyee
s si
gn in
and
wea
r na
me
tags
. Wel
com
e ev
eryo
ne.
2.R
emin
dem
ploy
ees
of th
e ov
eral
l goa
ls a
nd o
bjec
tives
of
this
mod
ule.
3.A
skem
ploy
ees
to s
hare
obs
erva
tions
fro
m th
eir
Con
flic
tR
esol
utio
n L
og.
jobl
ink
4. A
sk e
mpl
oyee
s to
nam
e th
e m
ost
help
ful o
r m
ost u
sefu
l tec
hniq
ues
they
ve le
arne
d so
far
in th
ese
wor
ksho
ps. (
The
ir r
espo
nses
hel
p to
rev
iew
key
poi
nts
and
at th
e sa
me
time
prov
ide
feed
back
.)
5.In
trod
uce
the
obje
ctiv
es o
f thi
s le
sson
ande
xpla
inth
em to
the
clas
s.
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 7
3
Res
olvi
ng C
onfl
icts
'wL
esso
n 5:
Man
agin
g th
e C
onfl
icts
With
in
=R
esol
ving
Coa
fIlet
'41
1 5
Han
agin
s th
e C
enfh
eta
Mat
htn
Man
agin
g th
e C
onfli
ct W
ithin
Joiik
k
hit A I.
Witt
e ab
ott a
tim
e w
hen
you
wer
e na
y an
gry
Mat
hap
pene
d an
d w
hy?
How
did
you
act/r
ewt?
Was
the
conf
lict r
esol
ved?
If s
o, h
ost?
If r
ot, w
hy n
ot?
Wha
t do
you
wis
h yo
u ha
d do
ne d
iffen
ntly
?
2In
the
com
pany
, wha
t thi
ng a
re r
eally
frus
frat
irg fo
r yo
u or
mak
e yo
u an
gry?
(Sha
n M
A a
par
sun
&H
ow d
oes
your
frun
ratio
n or
ang
er W
ed w
orkp
lace
pro
duct
ivity
?
port
II I.H
ow d
o yo
u m
anag
e or
dea
l with
you
r ar
ger
frus
trat
ion.
or
othe
r in
ns, c
onfli
cts?
E01
1.11
0 IM
PG
efor
a m
alV
Yel
l a th
edog
?Vou
to a
paw
/ Ude
)
2W
hat a
n so
me
oile
d pr
even
tion
stra
tegi
es y
ou a
m u
se?
How
can
you
pla
n W
ell
the
prob
lem
? H
ow c
an y
ou c
onta
in th
e de
stru
dive
fact
ors
of a
con
flid2
1W
hat i
s a
usef
ul s
trat
egy
or p
lan
you
can
use
wte
n yo
u ge
t fru
stra
ted
or a
ngry
!
ILm
onS
Wry
,' O
w G
recs
Wm
.C
erV
eres
11,1
4 by
Cow
&m
oat,
Cap
Mel
o11
1111
0 fa
Han
dout
24,
Tra
nspa
renc
y 24
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
123
r!5:
T C
OPY
MA
P
Jobl
ink
123
Pag
e 74
Res
olvi
ng C
onfl
icts
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Act
iviti
esV
. Fir
st A
ctiv
ity: 2
0 M
inut
es
1.D
istr
ibut
e an
d pr
ojec
t "M
anag
ing
the
Con
flic
t With
in".
2.A
skem
ploy
ees
to a
nsw
er q
uest
ion
Al.
3.T
ell e
mpl
oyee
s to
pai
r of
f w
ith a
par
tner
Ask
each
pai
r to
dis
cuss
A2.
4. A
skem
ploy
ees
as a
cla
ss to
res
pond
to A
3.
04-2
4.1-
31)
1ten
dout
Tre
nige
rart
y
1)
Jobl
ink
5.A
sk e
mpl
oyee
s as
indi
vidu
als
to a
nsw
er B
l. T
hen
ask
them
as
a cl
ass
to s
hare
som
e an
swer
s to
Bl.
wri
te th
eir
answ
ers
on th
e bo
ard.
Enc
oura
ge e
mpl
oyee
s to
add
any
help
ful w
ays
to th
eir
own
list.
6.A
skpa
rtne
rs to
dis
cuss
B2,
and
wri
te th
eir
answ
ers
onth
e bo
ard.
7.A
skth
e da
ss to
sha
re th
eir
idea
s fr
om B
2, a
nd w
rite
thos
e id
eas
on th
e bo
ard.
Enc
oura
geem
ploy
ees
to e
xpan
d th
eir
lists
bas
ed o
n w
hat t
hey
hear
fro
m o
ther
s.
8. A
sk in
divi
dual
s to
com
plet
e B
3 an
d th
en to
sha
reth
eir
plan
s/st
rate
gies
with
thei
r pa
rtne
rs.
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tP
age
75
Res
olvi
ng C
onfl
icts
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
eolv
lai C
owl:H
ee u
7lu
s.rt
5. M
anap
ni th
e co
als.
"hd
unJa
ya*
See
ing
Ano
ther
Poi
nt o
f Vie
w M
ay H
elp
Bre
ak th
e C
ycle
of A
nger
By
Dor
is H
eIns
eeln
gS
L Lo
mb
lbee
klis
peab
Flig
iteln
ig w
eek
asm
eene
ew
er a
s ev
ent d
eal I
nupp
esed
l the
w w
ades
ago
/ len
ere
am a
go?
Sev
en y
ear.
ago
?Ju
dy a
nd h
a hu
sban
d ag
reed
that
she
wou
ld b
e a
nay-
d-ho
me
nom
and
rai
se th
eir
four
&W
ren
even
thou
gh s
he h
ad m
utat
&ve
t The
yew
bef
ore
thei
r le
st c
hild
was
out
of t
he n
et h
a hu
sban
dan
noun
ced
he w
arte
d a
divo
rce
One
of h
is m
eson
s he
des
ired
wom
en w
ho d
id s
omet
hing
with
ha
life
othe
r th
an b
aby-
eit
thic
ken
Alth
ough
this
ww
five
wen
ago
Jud
y m
ntin
ua to
fait
with
ha
husb
and
in h
er h
ead
end
ferh
like
a v
ictim
Mar
k lo
st h
ie jo
b se
ven
'nin
ths
ago
A/th
ough
the
hand
writ
irg w
es a
t the
wal
l tha
t his
job
nigh
tbe
axi
ng M
ark
did
noth
ing
to m
ake
him
self
a no
te v
alua
ble
arth
byet
nor
cid
he
star
t pun
uirg
oth
a
job
pcns
ibiit
ia.
Tod
ay te
ll ou
t of a
job.
Mar
k va
cilla
tes
betw
een
fetin
g ug
ly w
ith h
ie o
ld b
on e
nd a
ngry
with
Him
&T
he ..
.Mom
nw
er g
e ye
w A
d r.
..nne
r of
onn
finni
ng g
len
I. ye
.. be
ad a
ndm
ove
es Is
roa
r M
etO
ne te
chni
que
ston
y to
unl
asta
nd th
e ot
ha p
erso
ns p
oint
drie
rs, M
ut o
ther
rea
sons
cid
the
husb
and
have
for
Wai
l his
wife
? W
hy d
id th
e bo
ss c
hem
e to
let M
ark
go?
Now
t peo
ple
who
are
con
tinua
lly b
ound
up
in th
eir
ange
r ar
t am
ble
to d
early
tee
the
situ
atio
nfr
om th
e ot
her
pers
ons
vant
age
poin
t Mei
hat
ify th
ei o
wn
beta
vior
and
mag
a.*
wha
t the
oth
apa
son
did.
As
won
as
you
can
see
an e
vent
Rom
ano
ther
pen
on'a
vie
wpo
int y
ou s
ofte
n m
otio
nally
end
your
ang
a <
Ene
mas
.A
noth
er *
deng
ue is
not
to e
lms
your
self
to th
ink
abou
t the
eve
nt J
udy
mus
t eto
p he
rs&
fror
nre
flect
ing
on h
er li
fe w
ith h
er e
t-hu
sban
d F
or h
a th
ee th
ough
t, of
the
pat a
n da
nger
ous
beca
use
they
pro
voke
ha
angr
.M
ark
need
s to
forg
et h
is o
ld jo
b an
d =
men
age
on lo
okin
g fo
r a
new
one
Rew
ards
sho
ws
the
way
to s
ust.b
Ang
er is
to b
lood
abo
ut M
e ev
ent o
r to
reh
ash
it ag
ain
ard
win
with
you
r fr
ienc
k O
nce
you
chan
ge y
our
thiil
ing
and
conv
ersa
tions
to o
ther
topi
on y
our
fadi
ng,
a be
ing
trcd
upo
n w
ill le
ave
Exe
rcin
it a
noth
er s
ay to
she
d an
ga If
s ju
rt to
o ph
ytic
aly
tang
to fi
ght w
ith a
orne
one
b yo
urha
d w
hie
at th
e sa
me
time
wal
king
bris
kly
purp
irg io
n or
usi
ngst
ai-s
tepp
aF
eekn
g an
gy is
unp
leas
ant a
nd ta
utly
a w
ane
of c
agy
ft m
akes
fadi
ng in
tirna
e an
d cl
ose
toot
hers
ingo
asib
le A
nd it
ofte
n re
sults
in lo
wer
ed te
lf-er
teem
The
bes
t ray
to r
id y
ours
& o
f ong
oing
aro
w-s
ne th
e te
r:M
OA
N s
ugge
sted
abo
ve, a
nd r
arer
riber
The
se is
alm
ost n
othi
ng y
ou c
an't
forg
ive
ewe
S W
rabb
y be
Cel
ia m
t.C
aw*.
611
11, b
y G
M C
ymru
* C
agy
Pow
Bra
wl I
S
Han
dout
25,
Tra
nspa
renc
y 25
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
1 3
2
jobl
ink
1111
1lee
olly
las
CflI
ell v
teas
t M
anse
ni th
e C
onflu
is M
alin
Bre
akin
g th
e C
ycle
of A
nger
Jobl
Ink
Rea
d S
eeirg
Ano
ther
Poi
nt o
f %S
em a
nd a
nsw
er th
e fo
llow
ing
ques
tions
:
I.W
hat a
le th
e m
ain
conf
licts
wed
as
exam
ples
In d
e ar
tide?
2W
hat t
edm
igue
s do
es fr
e ar
ticle
tugg
ed to
hel
p br
eak
the
cycl
e of
ars
e?
S.
Can
you
com
e La
) w
ith a
ny o
ther
str
ateg
ies
to b
reak
the
cycl
e?
4.T
hink
of a
'cyc
le a
blat
ion
in y
our
com
pany
How
mig
ht 'f
indi
ng a
noth
er p
oint
of
view
' or
one
of o
ther
str
ateg
ire b
enef
it th
is s
ituat
ion
and
poss
ibly
Wea
k th
e cy
cle?
S.
Do
you
now
face
a p
erso
nal c
onfli
ct th
at m
ight
be
heal
ed b
y en
alte
rnat
ive
pers
pect
ive
or b
y so
me
othe
r st
rate
gy?
1e5
61...
g ea
Cad
s M
bC
appi
gasw
as C
om C
anon
se, G
ap 1
1101
1Ill
anik
ent
Han
dout
26,
Tra
nspa
renc
y 26
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
1 `"
'3
Page
76
BE
ST C
OPY
AV
AL
AU
E41
0
Res
olvi
ng C
onfl
icts
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Act
iviti
esSe
cond
Act
ivity
: 20
Min
utes
Div
ide
the
clas
s in
to s
mal
l gro
ups.
2.D
istr
ibut
ean
dpr
ojec
t"S
eein
g A
noth
er P
oint
of
Vie
w...
7an
d "B
reak
ing
the
Cyc
le o
f A
nger
".01
-25,
1-2
51H
ando
utT
rans
pare
ncy
01.2
6, M
arH
ando
utT
rans
pare
ncy
0)0
131
JobL
ink
3.S
hare
the
read
ing
of th
e ar
tide
"See
ing
Ano
ther
Poi
nt o
f V
iew
..7 a
mon
gal
l em
ploy
ees,
or
if y
ou
pref
erse
lect
one
stro
ng r
eade
r to
rea
d th
e en
tire
artic
le.
(Hel
pE
SL r
eade
rs w
ith d
iffi
cult
wor
ds,
idio
mat
ic e
xpre
ssio
ns, e
tc.)
4.A
llow
the
grou
ps ti
me
to c
ompl
ete
and
then
dis
cuss
1 th
roug
h 4
in "
Bre
akin
gth
e C
ycle
of
Ang
ell.'
wri
te th
eir
answ
ers
on th
e bo
ard.
5. A
sk th
e cl
ass
as in
divi
dual
s to
wri
te th
eir
answ
ers
to 5
.
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
135
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 7
7
Res
olvi
ng C
onfl
icts
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
1111
111l
eIvI
nfl C
nflic
tv
Lew
., 5:
&ta
nnin
s th
e c.
atio
s W
ithin
Wor
kpla
ce R
esou
rces
Jobl
ink
I.W
hat a
venu
es e
xist
at y
our
svor
kpla
ce fo
r co
nflic
t res
olut
ion?
2W
hat r
esou
rce,
me
dere
for
ange
rfin
ner
conf
lict m
anag
emer
t7 L
ist a
s m
any
as y
ou tr
ove
3.A
m d
iffne
nt k
inds
of c
onfli
cts
hand
led
by d
iffer
ent p
eopl
e or
dep
artm
ents
?
4.A
re y
ou e
n:ow
ned
to p
artic
ipat
e in
sol
ving
con
flict
s? Il
ya in
wha
t war
can
or
do
you
part
icip
ate?
S.
Do
you
belie
ve y
our
idea
s ar
e tik
ell s
erio
usly
? A
re th
ey e
ver
impl
emen
ted?
d.In
the
com
pany
, are
*gr
ound
rul
e w
ed a
nd fo
llow
ed?
ff so
wha
t are
they
?
7M
ut k
inds
of r
aour
ces,
intr
aper
sona
l or
inte
rper
sona
l do
you
wis
h w
ere
avai
labl
e in
your
com
pany
? If
they
do
not e
xist
row
, how
mig
ht th
ey te
aea
ted?
5 M
o../
enC
aren
. Mtn
Cap
rift i
lWfla
by
Gut
Can
narO
W C
ann
Cla
inS
amba
. 27
Han
dout
27,
Tra
nspa
renc
y 27
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
JobL
ink
Pag
e 78
BE
ST C
OPY
AV
AL
ASe
LE
13 7
Res
olvi
ng C
onfl
icts
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Act
iviti
esT
hird
Act
ivity
: 15
Min
utes
(O
ptio
nal)
IH-2
7, 7
-27)
Han
dout
Tra
nspa
renc
y
133
1.K
eep
empl
oyee
s in
the
sam
e sm
all g
roup
s as
inth
e Se
cond
Act
ivity
JobL
frik
2.D
istr
ibut
e an
d pr
ojec
t "W
orkp
lace
Res
ourc
es".
Ask
gro
ups
todi
scus
s th
e qu
estio
ns a
nd to
sha
reth
eir
answ
ers
with
the
clas
s; th
en w
rite
the
grou
p an
swer
s on
the
tran
spar
ency
.
3.H
ave
empl
oyee
s co
mpa
re a
nsw
ers
and
deve
lop
a co
nsen
sus.
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
13 3
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 7
9
Res
olvi
ng C
onfl
icts
vL
esso
n 5:
Man
agin
g th
e C
onfl
icts
With
in
1111
11fto
sesl
yig
teas
. 5. i
lona
sins
the
Con
flict
. With
in
Ano
ther
Way
JobL
Ink
The
Min
den
ied
and
rattl
ed th
roug
h th
e m
burb
s of
Tok
yo o
n a
drow
sy a
ping
afte
rnoo
n O
w c
mw
as c
capa
rdiv
ely
empt
y, fe
w h
ouse
wiv
es w
ith th
eir
kids
Do
tow
mer
e ol
d fo
lka
goin
g sh
oppi
ng I
peed
abs
ently
et t
he d
rab
hous
es a
nd d
uty
hedg
erow
s.
At o
ne s
tatio
n th
e do
ors
open
ed a
nd s
udde
nly
the
afte
rnoo
n qu
id w
ea s
ham
ed b
y a
man
bello
win
g vi
olen
t inc
ompr
ehen
sibl
e ru
nes.
The
non
eug
gred
Deo
ow
ne
He
wor
e M
ann
clot
hing
and
wee
big
dun
k an
d dr
ty. S
alm
i% h
e sw
ung
0a w
orn.
n ho
tting
abe
hy T
he b
low
tent
her
spin
ning
inIS
the
lam
of a
n el
derly
cou
pie
It w
as a
mira
cle
that
the
baby
was
unh
arm
ed
Ten
iftob
the
angl
e ju
mpe
d up
ard
trem
bled
tow
ard
the
othe
r en
d of
the
car
The
labo
rer
Min
ted
kick
et t
he m
utin
g be
ck o
f the
old
wom
en b
ut m
ined
a s
he s
ande
d to
edd
y T
ii on
em
eged
the
Mun
k M
et h
e ga
bbed
de
men
d po
le in
the
oink
s of
the
car
and
trie
d to
wen
ds it
out
of i
n da
ndO
onI m
ud s
at th
e on
e of
his
Nod
s w
an c
ut a
nd g
eein
g T
he tr
ain
bath
ed a
head
the
pom
mel
froz
enw
ith fe
d I s
tood
up
I ma
yang
then
tom
20
man
ago
and
in p
retty
goo
d th
ane
re b
een
putti
ng in
a m
id e
ght
tow
s of
Aik
ido
min
ing
need
y ev
ery
dey
for
the
put t
hree
won
I lik
ed to
thro
w a
nd g
rapp
le I
thou
ght I
was
toug
h T
he D
oubl
e IV
I4 In
y m
artia
l ski
ll w
et u
nwed
in a
ctua
l com
bat A
. res
idua
of
Abd
o. s
ve w
ere
rot d
low
ed to
fent
'Aik
ido:
my
teac
her
had
said
*pi
n an
d ag
ain
Is th
e at
t of r
econ
aidi
on W
hoev
er h
en th
e m
ind
to ft
gle
hes
brok
en h
is c
onne
ctio
n w
ith th
e un
iven
e If
you
oy to
cla
rinet
peo
plsn
you
're d
owdy
defe
ated
We
stud
y ho
ts to
rts
olve
con
fict n
ot h
ove
to s
tart
it'
tann
ed m
ha
wor
ds I
tied
hard
I ev
en w
ent t
o fa
r es
to a
loes
the
mee
t to
woi
d th
e"c
hirr
aira
the
pnba
ll pu
nka
who
bun
ged
arou
nd th
e tr
ain
sew
:ions
. My
forb
eara
nce
nake
d rr
e I f
elt
both
toug
h an
d ho
ly In
my
heed
Am
mon
I w
ante
d an
abs
ohne
ly le
gitim
ate
oppo
rtun
ity w
here
by I
mig
ht s
ew th
e in
noce
nt b
y de
stro
yirg
the
guik
ya
id' I
sai
d to
mys
elf.
I got
to m
y ra
t Tem
* am
in d
ange
r If
I don
t do
teet
hirg
fat
som
ebod
y ar
il pr
obeb
ly g
et h
urt'
See
ing
rre
stan
d up
the
drun
k re
cogn
ized
chan
ce to
foon
his
ras
e U
ser
he r
owed
'A S
wag
ged
Ibis
nee
dle
noro
is J
apan
ese
mui
rmsr
I hel
d on
ligh
tly to
the
com
mut
er m
op o
verh
ead
and
gpve
her
sW
ow k
olt e
t &gr
a an
dsi
onin
al I
Ow
ned
to ta
ke ti
t nat
ty a
part
but
he
had
to n
uke
the
ern
nose
I va
unte
d hi
nn m
ad s
o I
pose
d m
y lip
s an
d bl
ew h
im a
n In
sole
nt k
in
tth h
e ho
llere
d T
onle
gon
na s
dle
ssor
s, H
e ga
ther
ed h
erse
lf fo
rru
sh d
me
A (
radi
an o
fse
cond
bef
ore
he c
ould
mov
e so
meo
ne s
hout
ed 'H
oc It
ww
em
pitti
ng I
rata
nber
the
man
gdy
joyo
us. b
iting
qua
/ d it
-a th
ough
mu
and
tria
d ha
d ba
n w
adin
gM
gr*
for
mou
thin
g an
d he
had
sud
denl
y st
umbl
ed u
pon
e. T
hy!'
Sow
II Id
erai
lmS
e C
oale
SW
IMC
open
tebo
Cm
. Cam
ara"
Gap
DU
OS
Mai
m. I
S
Caw
*. C
OM
In [m
e C
oonc
res
CA
W. C
low
pann
ein
his
mos
t
alk
with
unk
now
net
r bm
inen
!
st ..
Evz
ryth
e
how
ow
er it
will
a,ug
hek
e ou
r
win
king
ud Y
eah:
in th
e bi
gne
d of
pdhe
real
ly
in th
e ol
d
lo w
ithen
ce o
f it
time
befo
re
rry
Dob
son
ogre
Om
kW
'
San
olse
d 1/
05
Han
dout
28,
Tra
nspa
renc
y 28
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
140
jobb
?*
Cos
irlle
t eol
atle
Imol
a 5
if un
i Ong
et.
Con
fll e
ta W
ithin
A T
hird
Alte
rnat
ive
Jail*
I.R
ead
"Mot
her
Way
Wha
t I. t
he m
ain
poin
t of t
he s
tay?
2H
ow d
id e
adi c
hara
cter
bi t
he g
ory
man
age
conf
lict?
3C
an y
ou (
Ind
a pe
tona
l app
licat
ion
for
this
gor
y?
4.6
ther
e a
any
to a
pply
this
war
y to
a c
ompa
ny a
irflic
t2
S.
Are
cot
tage
ahe
m n
eggo
ve?
Has
can
con
tlids
ben
efit
a pe
rson
or
a co
mpa
ny?
Wha
t oth
er e
mot
ions
. psi
:Mie
ns, a
nd k
inds
tigr
ess
mus
e In
ner
conf
lict a
nd a
ffect
the
wor
kpla
ce?
How
can
they
be
tune
d in
to p
rodu
ctiv
e fa
ctor
s?
Iftee
l So
Gle
am N
M C
owl/5
4M b
y C
am C
omer
*, W
in D
WI
Sso
llonl
l IS
Han
dout
29,
Tra
nspa
renc
y 29
BE
ST C
OPY
AV
AIL
AB
LE
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
141
Page
80
Res
olvi
ngC
onfl
icts
-
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Act
iviti
esFo
urth
Act
ivity
: 15
Min
utes
(A
dapt
if ti
me
is li
mite
d)
(14-
21, T
-211
)H
ando
utT
rans
pare
ncy
1. 2. 3. 4. 5.
1-29
)H
ando
uttr
ansp
aren
cy
14 2
Dis
trib
ute
and
proj
ect "
Ano
ther
Way
" an
dre
ad it
alo
ud to
the
clas
s.
Dis
trib
ute
and
proj
ect "
A T
hird
Alte
rnat
ive"
.
DiS
CU
SS #
1 an
d #2
with
the
clas
s.
Ask
em
ploy
ees
to c
ompl
ete
#3 in
divi
dual
ly.
jobL
ink
Inst
ruct
em
ploy
ees
to p
air
off
with
a p
artn
er. A
skea
ch p
air
of p
artn
ers
to d
iscu
ss #
4 th
roug
h#6
and
to w
rite
thei
r an
swer
s. A
sk e
mpl
oyee
s to
shar
e so
me
answ
ers
to #
4 th
roug
h #6
with
the
who
le c
lass
.
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
143
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 8
1
Res
olvi
ng C
onfl
icts
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
Act
iviti
ess
End
ing:
5 M
inut
es
jobU
nk
1.D
istr
ibut
e on
e in
dex
card
to e
ach
empl
oyee
. Ask
empl
oyee
s to
wri
te o
n on
e si
de...
Som
ethi
ng y
oule
arne
d to
day;
on
the
othe
r si
de, A
ny q
uest
ion
you
have
.
2. R
emin
d em
ploy
ees
to c
ontin
ue th
eir
obse
rvat
ions
and
ent
ries
in th
eir
Con
flic
t Res
olut
ion
Log
(pro
vide
mor
e co
pies
, if
nece
ssar
y) a
nd G
loss
arie
s.
3.T
ell e
mpl
oyee
s th
e da
te a
nd ti
me
of th
e la
st s
essi
on,
and
say
good
-bye
.
141
Les
son
5: M
anag
ing
the
Con
flic
ts W
ithin
145
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 8
3
JobL
ink
Win
ning
At
Wor
k 146
Res
olvi
ngC
onfli
cts
Get
ting
Alo
ngW
ith C
o-W
orke
rs
Less
on 6
Con
flict
s H
eadi
ng'e
m O
ff at
the
Pas
s
14-7
Res
olvi
ng C
onfl
icts
'wL
esso
n 6:
Con
flic
ts-H
eadi
ngem
Off
at t
he P
ass
Les
son
Des
crip
tion
jobl
ink
Thi
s le
sson
is d
esig
ned
to h
elp
empl
oyee
sth
ink
of a
nd im
plem
ent p
reve
ntiv
e st
rate
gies
inco
nflic
t
reso
lutio
n. I
t als
o se
rves
to r
evie
w a
nd e
valu
ate
all t
he p
revi
ous
wor
ksho
ps in
this
mod
ule.
The
Fir
st A
ctiv
ity e
lidts
pre
vent
ion
stra
tegi
esfr
om th
e w
hole
das
s.
The
Sec
ond
Act
ivity
use
s sm
all g
roup
s to
show
how
sim
ple
prin
cipl
es c
an s
erve
as
a ba
sis
for
deve
lopi
ng w
orkp
lace
app
licat
ions
.
The
Thi
rd A
ctiv
ity r
evie
ws
the
obje
ctiv
es o
fea
ch w
orks
hop
in th
is m
odul
e.
And
in th
e Fo
urth
Act
ivity
, em
ploy
ees
crea
te a
com
pany
post
er, a
pro
cess
that
allo
ws
them
to
appl
y ev
eryt
hing
they
've
lear
ned
thus
far
.
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at t
he P
ass
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 8
6
143
1 in
Res
olvi
ng C
onfl
icts
`,"
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at
the
Pass
Obj
ectiv
esB
y co
mpl
etin
g th
is le
sson
,em
ploy
ees
will
be
able
to:
1.A
pply
str
ateg
ies
of c
onfl
ict
prev
entio
n.
2.D
evel
op w
orkp
lace
app
licat
ions
for
prev
entiv
e pu
rpos
es.
3.D
ispl
ay w
hat t
hey
have
lear
ned
via
a po
ster
that
will
ser
ve a
s a
usef
ul p
rodu
ct f
or th
eir
com
pany
Mat
eria
ls N
eede
dvl
For
msn
"Pos
ttesr
"Lea
rner
Ass
essm
ent F
orm
"
Mat
eria
ls N
eede
dIF
Har
dwar
e1. 2. 3. 4. 5. 6. 7.
Nam
e ta
gs
Pend
ls (
1 pe
r pe
rson
)
Ove
rhea
dW
hite
boar
d or
flip
cha
rt
Mar
kers
Lar
ge p
oste
r bo
ards
Mul
ticol
ored
mar
kers
8.Pu
rcha
se A
ll I
Rea
lly N
eed
to L
earn
, IL
earn
ed in
Kin
derg
arte
n (R
ober
t Ful
gham
)
Tra
nspa
renc
ies
"Str
ateg
ies
of P
reve
ntio
n" (
Tra
nspa
renc
y 30
)
"All
I R
eally
Nee
ded
to L
earn
,(T
rans
pare
ncy
31)
"Con
flic
t Res
olut
ion
Obj
ectiv
es:
Les
sons
1-6
" (T
rans
pare
ncy
32)
"Con
flic
t Res
olut
ion
Post
er"
(Tra
ns. 3
3)
Trin
genn
qp
jobL
ink
V M
ater
ials
Nee
ded
1r H
ando
uts
c:47
-is
"Str
ateg
ies
of P
reve
ntio
n" (
Han
dout
30)
"All
I R
eally
Nee
ded
to L
eam
, 2 (
Han
dout
31)
"Con
flic
t Res
olut
ion
Obj
ectiv
es: L
esso
ns1-
6" (
Han
dout
32)
"Con
flic
t Res
olut
ion
Post
er"
(Han
dout
33)
Cla
ssro
om S
et-u
pv
Tot
al T
ime:
90
min
utes
Ope
ning
- L
arge
Gro
up
Firs
t Act
ivity
- Pa
irs
Seco
nd A
ctiv
ity-
Smal
l Gro
ups
Thi
rd A
ctiv
ity-
Lar
ge G
roup
Four
th A
ctiv
ity-
Smal
l Gro
ups
End
ing-
Lar
ge G
roup
10 m
in.
10 m
in.
20 m
in.
10 m
in.
30 m
in.
10 m
in.
Les
son
6: C
onfl
icts
-Hea
dir*
em O
ff a
t the
Pas
s
150
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t15
Page
87
Res
olvi
ng C
onfl
icts
vL
esso
n 6:
Con
flic
ts-H
eadi
ngem
Off
at t
hePa
ss
Act
iviti
esO
peni
ng: 1
0 M
inut
es
1. H
ave
empl
oyee
s si
gn in
and
wea
r na
me
tags
, and
wel
com
eth
em to
cla
ss.
2. A
sk e
mpl
oyee
s to
sha
rew
hat t
hey
lear
ned
in th
e la
st s
essi
on.
Jobl
ink
3. A
sk e
mpl
oyee
s to
sha
reob
serv
atio
ns f
rom
thei
r C
onfl
ict R
esol
utio
n L
og,
and
enco
urag
e th
em to
cont
inue
thei
r ob
serv
atio
ns a
ndev
alua
tions
bey
ond
this
cla
ss, a
s w
ell a
sth
eir
Glo
ssar
ies.
4.In
trod
uce
the
obje
ctiv
es o
f th
isw
orks
hop.
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
X th
ePa
ssC
opyr
ight
C19
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
Page
89
133
Res
olvi
ng C
onfl
icts
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
t the
Pas
s
IfillI
teo1
.1.1
B C
os c
cccc
Iron
4 C
ant I
to g
naw
" 'in
Oil
at d
o P
am
Str
ateg
ies
of P
reve
ntio
n
4011
4
I.H
ow c
an w
e pl
even
t con
flict
s in
the
wor
kpla
ce li
st a
s m
any
stra
tegi
es a
s yo
u ca
n:
2W
hich
str
ateg
ies
have
you
alre
ady
used
?
Whi
ch o
nes
mig
ht b
e he
lpfu
l for
you
to b
y in
the
Ntu
re?
4.W
hich
one
s ne
ed to
be
furt
ier
deve
lope
d w
ithin
you
r co
mpa
ny?
5.C
an y
ou s
ugge
st h
ow th
ese
stra
teee
s m
ight
be
deve
lope
d in
you
r co
mpa
ny?
Leon
Cw
alar
Mar
eaI
o ha
Cep
pot W
M 1
47 C
art C
omm
*, C
ear
swift
Itmilo
oll I
.
Han
dout
30,
Tra
nspa
renc
y 30
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at t
he P
ass
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
jobl
ink
151
BE
ST C
OPY
AV
AIL
AB
LE
155
Page
90
Res
olvi
ngC
onfl
icts
"r
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at t
he P
ass
Act
iviti
esFi
rst A
ctiv
ity: 1
0 M
inut
es
MO
. T11
0)H
ando
utT
rans
pare
ncy
Jobl
ink
1.D
istr
ibut
e"S
trat
egie
s of
Pre
vent
ion"
,pr
ojec
tit a
ndas
kem
ploy
ees
to w
ork
with
a p
artn
er to
answ
er th
e qu
estio
ns.
2. A
llOW
em
ploy
ees
time
to c
ompl
ete
the
Stra
tegi
es;
then
ask
empl
oyee
s to
sha
re th
eir
idea
sw
ith
who
le c
lass
.
3.W
rite
empl
oyee
s id
eas
on th
e bo
ard
or o
n a
blan
k tr
ansp
aren
cy.
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
t the
Pas
sC
opyr
ight
019
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
Page
91
Res
olvi
ng C
onfl
icts
Ir
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
t the
Pas
s
1.11
11lin
olvl
g C
os e
lite
Y
tow
nC
ordl
ub R
oom
Olf
ea
IN N
.Jo
biln
k
All
I Rea
lly N
eede
d to
Lea
rn. I
Lea
rned
In K
inde
rgar
ten
I re
aliz
ed th
en th
at I
obe
sely
kno
t+ m
ost o
f w
ho',
nece
ssar
y to
live
a m
mnt
hgfu
l lie
- th
at k
isn'
tal
l thd
com
plic
ated
I k
now
it A
nd h
ave
know
n it
for
bre
keg
tine
livin
g it
*eft
that
's a
noth
erm
os y
es]
Her
e., r
ny C
laim
XI
I re
dly
need
to k
now
abo
ut lo
w to
he
and
wha
t to
do m
d ho
w to
be
I te
emed
inki
lder
gert
en W
isdo
m m
e no
t et t
he to
p of
the
gedu
dthe
thoo
l mai
ntai
n bu
t the
re in
the
undp
deof
Sund
ay S
choo
l The
se a
re th
e th
ings
I k
erne
d'S
him
eve
ratin
g Pl
ay f
ath
Om
it hi
t peo
ple
Put t
hing
s be
ck w
here
you
fou
rd th
em C
lan
upyo
se o
wn
mos
. Don
l tak
e th
igs
that
mai
l you
rs S
ay y
ou're
sor
ry w
hen
you
hurt
som
ebod
y, W
esh
your
han
ds b
efor
e yo
u en
Rus
h W
arm
am
bles
and
ne
am g
ood
for
y liv
eba
lanc
ed W
e-ka
rnso
me
and
thin
k m
em a
nd d
raw
and
pin
t and
sin
g an
d da
nce
end
play
and
wor
k ev
ery
tiny
som
e T
ate
nap
ever
y af
tern
oon
Whe
n yo
u go
out
alto
the
amid
wat
ch f
or tr
ek h
old
hand
s, a
nd o
ilto
geth
er B
e m
are
on w
ondw
. Rem
embe
r th
e lit
tle s
ad is
the
Styr
ofoa
m m
g th
e ro
an g
o do
wn
ad th
epl
ane
go u
p an
d no
body
red
ly li
now
s ho
w o
r w
hy, b
ut w
e er
e al
l We
that
Gol
dfeh
and
hai
rnet
s an
dw
hite
nic
e en
d ev
en th
e M
tn a
wl i
n th
e St
yrof
oam
osp
-the
y al
l dm
So
do w
e A
nd th
en r
emem
ber
the
Dal
-and
-lan
e bo
oks
and
the
fest
wor
d yo
u le
emed
-the
big
gst w
ord
of a
ll-L
OO
R.
'Eve
ryth
ing
you
need
to k
now
is in
der
e vo
rew
hem
The
Gol
den
Rul
e an
d lo
ve a
nd b
nic
unita
tion
Eco
logy
and
pol
itics
ard
equ
aity
ard
san
e W
igT
ake
any
one
of th
ose
here
and
wer
epol
ate
it to
you
r fa
mily
We
or y
ois
wor
k or
you
rgo
vern
men
t or
your
wor
ld e
nd it
hol
ds tr
ese
and
dew
and
fin
e
Reb
a M
aki*
Per
oat
h ap
plea
dort
%M
ir la
ndsr
artin
: An0
us
appl
icse
an N
OM
far
Mui
r"P
erso
nake
ompo
rrr
conn
Icts
:
pire
arga
rten
Poi
callo
tarr
Om
Y
I.Sh
are
ever
ythi
ngI.
2Pl
ry b
it2
3.D
on't
hit p
eopl
e5
4Pu
t thi
ngs
bad
whm
e4
you
foin
d th
em
5C
lan
up y
our
own
mat
tD
on't
take
Aim
s th
e an
ent y
ours
la.O
Col
lies
11.1
t,0,
1. e
n.O
rplg
s st
ob, o
r ow
n., G
ip M
eet1
46,1
111
31
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at t
he P
ass 15
3
jobL
ink
AN
I R
eally
Nee
ded
to L
earn
, I L
earn
ed In
Kin
derg
arte
n(c
onon
i.di
2Sa
y yo
u're
ear
ly w
hen
you
hurt
som
ebod
y
IW
att y
our
And
s be
fore
you
est
9.R
ush.
10W
arm
coo
kies
nod
MR
we
good
for
you
10.
II.
live
bala
nced
Ife
-lee
nt N
ome
and
thin
k no
w a
nd d
rew
and
pin
tan
dai
m a
ndda
me
and
play
and
wor
tw
ay d
ay s
orra
12T
ake
a na
p m
ay a
fter
noon
13.
Whe
n yo
u go
out
Int
o th
ew
orld
tent
h fo
r so
ffit
hold
hor
de a
nd s
tick
toge
ther
II 13.
14B
e aw
are
of w
onde
r R
emem
ber
the
Itlit
tle s
eed
in th
e St
yrof
oam
cug
the
root
s go
dow
n an
d th
e pl
ants
go
upan
d no
body
ree
ky k
now
s ho
w o
r w
hybu
t we
art e
l Ike
that
15.
Gol
cist
s an
d he
rnia
s di
d w
hite
ric
e15
.an
d ev
en th
e lit
tle s
ad is
the
Styr
o-fo
emus
p-th
ey a
l die
So
do s
m.
litA
rdth
en r
emem
ber
the
Dic
k-ad
-1am
16bo
oks
ard
the
fiat
Mar
ti yo
u le
arne
d-th
e bi
gges
t wor
d of
.114
001I
L
(Thi
nk o
f yo
ur m
indi
ng y
our
pare
nt, y
our
cultu
re y
our
expe
rien
ce, W
het c
an y
ou e
di)
111
111,
19.
19.
20.
20
Cap
p.. N
M b
y C
ri C
aNO
,lie
feim
am, 3
111
Han
dout
31,
Tra
nspa
renc
y 31
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t drF
s 9.
7 r'n
fA
M:
3t)
lg
Page
92
153
Res
olvi
ng C
onfl
icts
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at t
he P
ass
117
Act
iviti
esSe
cond
Act
ivity
: 20
Min
utes
0141
, T41
)m
ancl
out
11un
spira
ncy
'00
1 1 0
jobL
ink
1.D
ivid
eem
ploy
ees
into
sm
all g
roup
s.
2.D
istr
ibut
e"A
ll I
Rea
lly N
eede
d to
Lea
rn,
and
proj
ecti
t
3. R
ead
alou
d R
ober
tFul
gham
s in
trod
uctio
n; th
en d
iscu
ss th
ein
trod
uctio
n w
ith th
e da
ss.
4.A
llow
empl
oyee
s tim
e to
dev
elop
wor
kpla
ce a
pplic
atio
nsin th
e Pe
rson
aVC
ompa
ny c
olum
n fo
rea
ch p
rinc
iple
list
ed u
nder
Kin
derg
arte
n.E
ncou
rage
them
to a
dd s
ome
prin
cipl
es o
f th
eir
own
at
the
end
of th
e ch
art.
invI
te g
roup
s to
shar
e th
eir
appl
icat
ions
with
the
who
le c
lass
.Ask
empl
oyee
s
to d
iscu
ss th
ese
appl
icat
ions
as
way
s to
prev
ent o
r re
solv
e co
nflic
ts in
thei
r co
mpa
nies
.
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
t the
Pas
sC
opyr
ight
019
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
Page
93
Res
olvi
ng C
onfl
icts
vL
esso
n 6:
Con
flic
ts-H
eadi
ng'e
m O
ff a
t the
Pas
s
Reo
lvin
s C
onfli
ct v
too.
/ CM
S..
&ea
r. 'a
m O
ff a
the
Par
Con
flict
Res
olut
ion
ObJ
ectiv
es: L
esso
ns 1
-6
Can
a T
o he
lp s
oder
& (
I) u
ndow
and
won
:pla
ce c
alfti
as a
nd G
I &da
p st
able
r la
ndin
g co
nflic
tsco
nonl
aird
y an
d m
ainl
y.
°ele
ctiv
es o
f Wcf
nelo
o 1.
Itle
rnife
lne
Wen
onst
e C
onlik
to in
n W
eye
of R
esol
unte
rI.
To
iden
tify
com
mon
wor
kpla
ce c
onfli
cts.
2T
o id
entif
y la
) w
ays
of in
caut
ion
that
hel
p an
d (b
) w
ays
that
hin
der
3.T
o ur
ders
tard
the
mea
ning
of m
ums'
s.
Ote
ethr
ee o
f Wat
ineo
* V
evek
orp
a W
in-W
in le
ttent
eI.
To
iden
tify
rur
own
cont
lin-m
anag
emen
t sty
le2
To
unde
ntan
d w
hy W
in-W
in o
ptio
rs a
re b
ette
r to
lutie
ns&
To
teso
lve
som
e pr
actic
al a
nd p
enon
al w
orkp
lace
con
flict
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awI.
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.2
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of b
reak
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tsT
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te c
ompa
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flict
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nspa
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y 32
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
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Pas
sC
opyr
ight
©19
96 b
y C
oast
Com
mun
ity C
olle
ge D
istr
ict
jobl
ink
Page
94
162
6EST
CO
PY A
VA
ILA
W16
3
Res
olvi
ng C
onfl
icts
.""
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at
the
Pass
Act
iviti
esT
hird
Act
ivity
: 10
Min
utes
0442
. 242
1M
ent1
001
Tflo
sp20
30r/
16
1.D
istr
ibut
e"C
onfl
ict R
esol
utio
n O
bjec
tives
: Les
sons
1-6
"an
dpr
ojec
tit.
jobL
ink
2.R
evie
wth
e ob
ject
ives
in th
e co
ntex
t of
the
mai
ngo
als
of th
is m
odul
e, a
nd in
tegr
ate
the
disc
ussi
on in
to th
ose
goal
s.
3. A
llow
tim
e fo
r cl
arif
icat
ion
and
for
empl
oyee
s qu
estio
ns.
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at
the
Pass
165
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 9
5
Res
olvi
ng C
onfl
icts
sw
Les
son
6: C
onfl
icts
-Hea
ding
'ern
Off
at t
he P
ass
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
t the
Pas
s 166
JobL
ink
1111
11te
olvi
n, C
ofIle
lto
ren
4 44
.444
4' &
els,
'am
Off
as th
e F
ees
Con
flict
Res
olut
ion
Pos
ter
JobL
Ink
I.C
reat
e a
post
er th
at p
rese
nts
wha
t you
hav
e le
arne
d in
thes
e w
orks
hops
-apo
ster
that
on
be h
dpfu
l to
your
com
pany
.
2.A
dd y
our
com
pany
's lo
go to
the
post
er M
ake
it co
lorli
il. m
ultid
imen
sion
al.
info
rmat
rs e
. gap
h ic
. and
sim
ple
to u
nder
stan
d.
5.E
valu
ate
the
post
ers
to d
eter
min
e w
hich
is b
est U
sing
gro
up c
onse
nsus
.ev
alua
te th
e po
ster
s fo
r th
eir
cont
ent,
prda
ddic
w, a
nd u
sful
new
to p
eopl
e in
You
r co
mpa
ny
Wen
4 C
eres
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t0
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p S
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elge
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ambo
. U
Han
dout
33,
Tra
nspa
renc
y 33
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
`
1C -
4'
Page
96
7ST
CO
PY
AV
AM
KE
110
Res
olvi
ngC
onfl
icts
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
t the
Pas
s
1' A
ctiv
ities
Four
th A
ctiv
ity: 3
0 M
inut
es
04.A
. 143
1m
ondo
utT
rans
men
t7
163
jobL
ink
1.D
ivid
e th
e da
ss in
to s
mal
l gro
ups.
2.D
istr
ibut
e th
e po
ster
boa
rds
and
mul
ticol
ored
mar
kers
.
3.D
istr
ibut
e th
e di
rect
ions
for
cre
atin
g th
e "C
onfl
ict
Res
olut
ion
Post
er",
and
pro
ject
it a
s yo
u re
adal
oud
step
s 1
and
2.
4.E
xpla
in th
e po
ster
-eva
luat
ion
crite
ria
in s
tep
3.
5. E
ncou
rage
eve
ryon
e to
par
ticip
ate
and
have
fun
! Su
gges
t tha
t the
y de
dde
on ta
sk r
oles
bef
ore
they
beg
in.
6.D
ispl
ay th
e fi
nish
ed p
oste
rs. A
sk th
e cl
ass
toev
alua
te th
em u
sing
the
crite
ria
in s
tep
3.
Opt
iona
l: R
ecom
men
dth
at th
e co
mpa
ny p
ublis
h, p
rodu
ce, o
r in
som
e ot
her
way
use
the
post
ers
cons
truc
tivel
yw
ithin
the
com
pany
.
Les
son
6: C
onili
cts-
Hea
ding
'em
Off
at t
he P
ass
163
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 9
7
Res
olvi
ng C
onfl
icts
sw
Les
son
6: C
onfl
icts
-Hea
ding
'em
Off
at t
he P
ass
1111
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lict
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test
/Pos
ttest
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w O
f MD
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hen
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sy lo
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ede
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m*
CoM
p
For
fil
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 9
8
170
171
BE
ST C
OPY
AV
AIL
AL
LE
Res
olvi
ng C
onfl
icts
sz:
rL
esso
n 6:
Con
flic
ts-H
eadi
ng'e
m O
ff a
t the
Pas
s
Act
iviti
esE
ndin
g: 1
0 M
inut
es
=-
M.=
jobL
ink
1.D
istr
ibut
e "P
ostte
sts"
and
"Lea
rner
Ass
essm
ent f
orm
s" a
ndas
kem
ploy
ees
to c
ompl
ete
them
.
2.C
olle
ctth
e po
ster
s, th
e "L
earn
er A
sses
smen
t for
ms"
and
the
"Pos
ttest
s".
3. T
hank
em
ploy
ees
for
thei
r pa
rtid
patio
nan
d th
eir
wor
k in
the
clas
s. E
ncou
rage
them
to u
se th
eir
conf
lict r
esol
utio
n to
ols!
Win
-Win
mea
ns th
at b
oth
the
empl
oyee
san
d th
eir
com
pani
es b
enef
it!
4. s
ay g
ood-
bye.
172
Les
son
6: C
onfl
icts
-Hea
ding
em O
ff a
t the
Pas
s
173
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 9
9
Pretest/Posttest VResolving Conflicts
Name
Job Link
Date
Pretest/Posttest
On the blank line, write the letter of the correct answer.
1. Consensus is:a. A decision agreed upon by the entire group or team.b. Voting for a decision.c. Tossing a coin to make a decision.
2. To find a Win-Win solution, you have to:a. Let the other person win.b. Be clear about the issue and be willing to discuss it.c. Give in.
3. Which of the following is not a conflict resolution style?a. Avoid.b. Dominate.c. Recreate.
4. True or False: When having a disagreement, it is sometimes necessary to "agree to disagree'
How well do you agree or disagree with the questions below? Using the following scale, circle the number thatbest represents your answer:
1 2 3 4"Strongly agree" "Agree" "Disagree" "Strongly disagree"
5. I understand the difference between strategies that help conflict resolution and strategies that hinder conflictresolution.
1 2 3 46. I think I am a good communicator.
1 2 3 47. I think it is important not to give up when trying to resolve a conflict.
1 2 3 4
8. I understand how to manage the inner conflict I have.1 2 3 4
9. I try to reach a win-win agreement when resolving a conflict.1 2 3 4
10. When I am in a conflict, I fight fair.1 2 3 4
11. When I am having a conflict I try to see the other person's point of view.1 2 3 4
12. I use different strategies to prevent conflicts in the workplace.1 2 3 4
Pretest/Posttest VResolving Conflicts dobLink
Name ;6\11-10/e.{ Date
Pretest/Posttest
On the blank line, write the letter of the correct answer.
I 4. True or False: When having a disagreement, it is sometimes necessary to 'agree to disagree7
Consensus is:a. A decision agreed upon by the entire group or team.b. Voting for a decision.c. Tossing a coin to make a decision.
2. To find a Win-Win solution, you have to:a. Let the other person win.b. Be dear about the issue and be willing to discuss itc. Give in.
Which of the following is not a conflict resolution style?a. Avoidb. Dominatec. Recreate
How well do you agree or disagree with the questions below? Using the following scale, circle the number thatbest represents your answer:
1 2 3 4"Strongly agree" "Agree" "Disagree" 'Strongly disagree"
5. I understand the difference between strategies that help conflict resolution and strategies that hinder conflictresolution.
1 2 3 4
6. I think I am a good communicator.1 2 3 4
7. I think it is important not to give up when trying to resolve a conflict.1 2 3 4
8. I understand how to manage the inner conflict I have1 2 3 4
9. I try to reach a win-win agreement when resolving a conflict.1 2 3 4
10. When I am in a conflict, I fight fair.1 2 3 4
11. When I am having a conflict I try to see the other person's point of view.1 2 3 4
12. I use different strategies to prevent conflicts in the workplace1 2 3 4
175
Learner Enrollment Form VResolving Conflicts
Instructor
Oass Schedule
Module
Your Instructor will complete these questions
A. Course NumberSite Location
Who completed this form?(MARK ONE BOX)
L) The learnerLI. The leamer,..With assistance:EOM
instructorior :project staffAn instructor or project staffirpeber withAnforthation providecl,bythe learnerOther (Please: specify)
Name:
2. Address:
3. Phone Number: ( )
4. Social Security Number:
"
5. Age:
6. Were you born in the United States?0 Yes 0 No
7. Sex: 0 Male CI Female
8. Race: (Mark One Box)White
O Black (African American)O Asian or Pacific IslanderCI American Indian or Alaskan Native
4110Hispanic
O Other (Please specify):
Resolving Conflicts
JobLink9. Is English the language that is spoken most
often in your home?0 Yes CI No
10. How many years of school have youcompleted?
Of these, how many in the U.S.?In any other country?
11. Are you a union member?O Yes- What is the name of your union?
No
12. Please rate your ability to perform each ofthe following activities.
(Please mark one response for every activity)
Poor Fair Good ExcellentRead EnglishUnderstand EnglishSpeak EnglishWrite in English 1=1
Work as part of a team U
Use mathSolve problems/use reasoning 0
13. Do you have a job?
0 Yes, employed0 Yes, on temporary layoff
CI No, retiredO No, not employed
Go lo nextpage
STOP
BEST COPY AVALABLE
Thank you. You have completed this form.Please return It to your instructor.
Copyrigln C1996 by Coast Community College District
1 7 6
Page 1
Learner Enrollment Form VResolving Conflicts
*ease answer questions 14-18 for the job thatallows you to take this course.
14. Name of company or employer:
15. Job Title:
16. On average, how many hours per week doyou work on this job?
Hours per week
17. How much do you earn at this Job?(Write amount and mark one box)
0 Per hour U Per year
18. Do you get any of the following benefits atthis Job?
(Mark one for each line)
Yes
Paid vacationPaid sick leavePaid holidaysHealth insurance
No
19. How long have you worked at this job?
andyears months
Joblink
20. At your job, do you need to do any of thefollowing?
(Mark one for each line)
Yes No
Read instructionsReceive spoken
instructions in English 0Speak EnglishWork as part of a teamWrite in EnglishUse mathSolve problems/use
reasoning
21. Do you work at more than one Job?0 Yes 0 No
177
Thank you. You have completed thisform. Please return it to your instructor.
Resolving Conflicts Copyright ©1996 by Coast Community College District Page 2
Learner Assessment Form VResolving Conflicts Job Link
r instru or will tompiste these questiOns
A. Course NumberSite Location
Who completed this form'? 4MARK ONE BOX)
Instructor
Class Schedule
Module
4-3 The learnerThe learna with assistance from instructor or project staff
c.3 An instructor or project staff member with information provided by the learnerOther (Please spec4)
form completed:
'1. Name:
2. Address:
Phone Number: ( )
4. Social Security Number:
5. In the future, do you plan to take any of the following courses?
(Mark one for each line)
Plan to Take Do Not Plan to TakeA basic skills course in reading, writing, or math 0 0A course in using English (such as ESL) 0 0A computer course CI Ci
A GED course or the GED exam 0 1=1
Courses to get an occupational certificate 0 CI
A job training course 0 CI
Courses leading to a 2-year or 4-year college degree 0 0A home-study course CI 0
173
Resolving Conflicts Copyright ©1996 by Coast Community College District
EST COPY AVAILABLE
Page 1
Learner Assessment Form 'VResolving Conflicts
SinCe this course began, have you:
(Mark one for each line)
Joblink
YES NO
Learned what you wanted to learn in this course? 0 0Changed your educational or career goals? 0 CI
Had more responsibility added to your job? 0 CI
Moved to a shift you prefer? 0 CI
Switched from part-time to full-time? ID 0Received a pay raise? CI CI
Been promoted? CI 0Received an award, bonus, or other special recognition on your job? 0 CI
Received your GED? 0 CI
Applied for a new job? CI 0Started a new job at another company? CI 0Been laid off? CI 0Left your job for any other reason? (Please Specify)
4. Please rate your ability to perform each of the following activities.
(Please mark one response for eva)' activity)
Poor Fair Good ExcellentRead English 0 0 0 0Understand English 0 0 CI 0Speak English 0 0 0 10
Write in English CI 0 0 0Work as part of a team I:1 0 ID CI
Use math 0 0 0 ID
Solve problems/use reasoning 0 0 Cl ID
Thank you. You have completed this form.Please return it to your instructor.
173Resolving Conflicts Copyright 01996 by Coast Community College District Page 2
Resolving Conflicts VLesson 1: Identifying Workplace Conflicts & Ways of Resolution
Conflict Resolution Survey
1. What are the most frequent kinds of conflicts in the workplace?
JobLink
2. How do people at work usually deal with conflicts? (Check as many as apply to your worksite.)
Get angry Gossip or spread rumorsAvoid the conflict Get a supervisor to solve the conflict
Listen to one another carefully Let it go
Look for revenge in some way Silently resist
Force others to do it their way Try to understand the other personsTalk directly to the people involved point of viewHave a meeting to talk it over OtherTake sides
3. How do you usually deal with a company conflict or with a personal conflict?
4. How do you wish people would handle conflicts?
5. What effects do unresolved conflicts have on people? On companies?
6. Describe your companys policy for dealing with conflicts in the workplace.
7. How could we prevent workplace conflicts?
18 0
Lesson 1: Identifying Workplace Conflicts... Copyright 01996 by Coast Community College District Handout 1
Conflict Resolution Survey(continued)
8. Rate your ability to resolve conflicts. On a scale of 0 (not able) to 100 (very able), enterthe number that best describes your competence:
Dealing with your own conflicts: %
Helping with the conflicts of others: 0/0
Handling company conflicts: %
9. Rate yourself as a communicator. On each line below, write A (excellent), B (lective),C (average), or D (inlective):
As a speakerAs a listenerWith someone who speaks English as a second languageWith someone from a different cultureWith your co-workersWith your supervisor or managerWith your employees (if you're a supervisor)
10. Rate your company's communication effectiveness. Write A (excellent), B (lective), C (average),or D (ineffective):
18 i
Copyright 01996 by Coast Community College District Handout lb
Resolving ConflictsLesson 1: Identifying Workplace Conflicts & Ways of Resolution
Common Conflicts/Resolutions
Common Conflicts in the Workplace:
Typical Ways of Resolving Conflicts in the Workplace
Lesson 1: Identifying Workplace Conflicts...
Joblink
Copyright ©1996 by Coast Community College District Handout 2
Resolving Conflicts VLesson 1: Identifying Workplace Conflicts te Ways of Resolution
Consensus =
The general opinion or agreement of a group.
Consensus=
Job Link
A decision agreed upon by the entire group or team.
A decision that all members can support and no members oppose.
Consensus involves time, listening, consideration of all ideas, flexibility, cooperation, and the will
to act as a team for the best of the company, group, and individual.
Might not be everyones first choice or priority. Might not make everyone totally satisfied.
Does not violate or compromise any strong convictions.
Is the most lea and desired goal of decision-making and conflict resolution.
Lesson 1: Identifying Workplace Conflicts...
183
Copyright ©1996 by Coast Community College District Handout 3
Resolving Conflicts VLesson 1: Identifying Workplace Conflicts & Ways of Resolution
Option 1
Giving Advice
jobLink
Write a short letter asking for advice (i.e., a Dear Abby letter) containing an unresolved
conflict (either real or imagined) that you have had at work.
Share your letter with another person, who will give you advice, will write a solution,
and then return your letter to you.
Option 2
Half Of the ClaSS: As an employee, write a letter to your company (Dear Company),describing a conflict you are aware of and asking for a solution.
Other half of the class: Acting as a spokesperson for the company,write a letter to the
4110
employees (Dear Employees) concerning a company conflict and asking for a solution.
Exchange your letter with someone from the other half and propose resolutions to the
conflicts raised.
Return your letters to the original writers and discuss the solutions.
Lesson I: Identifying Workplace Conflicts...
18 I
Copyright ©1996 by Coast Community College District Handout 4
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Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
Management of ConflictSelf-Evaluation
How do you act in conflicts? (Be honest. Check whatever is true most of the time.)
joblink
1. I play to win.
2. I just want to avoid conflicts.
3. I usually let other people win.
4. I try to make sure other people win, as well as myself
5. If I lose, I make sure other people also lose.
6. I get angry and try to win by force.
7. I let other people decide.
8. I just mind my own business.
9. I try to work with people to find an agreeable answer for everyone.
10. I want everyone to agree with me.
11. I usually try to find a compromise.
12. I say, "You go your way, I'll go mine
13. I withdraw until other people come to me.
14. I try to get others on my side.
15. I go along with the other person's ideas.
16. I try to let a third party resolve the conflict.
17. I tell my point of view and allow others to express theirs.
18. I try to look for another perspective or for an alternative way.
19. I try to agree with everyone.
20. I let other people take care of the problem.
(other)
Lesson 2: Developing a Win-Win Attitude
18 7Copyright ©1996 by Coast Community College District Handout 6
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
High
A
Concernfor Goals0
VLow A
Win-WinGraph
Dominate°I win/You lose°
joblink
CollaborateI win/You win
AvoidanceI lose/You lose°
Accommodate°I lose/You win"
I High
Concern for Relationships
My main style of managing a conflicts is
I would like to do more of and less of
Lesson 2: Developing a Win-Win Attitude
183Copyright ©1996 by Coast Community College District Handout 7
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
Developing a uWin-Win" Mindset
JobLink
When trying to resolve a conflict one person does not have to be completely light and the otherperson completely wrong. There can be two winners! With some patience, thoughtfulness, and creativitywe can often find a solution which allows both sides to be content This is called a Win-Win situation. Itis usually the most effective resolution.
To find a Win-Win solution, we have to be dear about what the real conflict is. We have todiscuss the real issue or problem. We have to think about what each person involved in the conflict
needs.
Consider the following conflict and what each person needs:
Pedro goes to the company tool room to find a tool he needs to complete a rush job. The tool is
not there. Later he sees that Jim has the needed tool in his personal tool box Pedro gets angry and yells
at Jim. Jim tries to explain that he has had to use the tool several times that day, also for an important
job. Pedro feels the pressure of his own deadline, becomes more angry and demands the tool. Jimbecomes more defensive and refuses to give Pedro the tool. They become involved in a lengthy
rgument until the supervisor comes and tells them to get back to work.
What is the conflict?
What does each person need?
What solutions can you think of for Jim and Pedro's conflict?
Which solution could be a Win-Win solution?
For each person to win, who needs to do what?
Pedro needs to
ioJim needs to
The Supervisor needs to 18 9
Lesson 2: Developing a Win-Win Attitude Copyright 01996 by Coast Community College District Handout 8
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
Steps Toward Conflict Resolution
Win-WinResolution
JobLink
(Steps person A (Steps person B
or group A can take) or group B can take)
Name the conflict
1. Name, identify or describe the primary conflict in the blank above.
2. Think of steps each party involved in the conflict can take.
3. Write the steps in the blanks above. (You may add additional steps for additional parties,
for example, person C or D.)
4. Will any or all of these steps lead to a Win-Win resolution? Why or why not?
Lesson 2: Developing a Win-Win Attitude
100
Copyright 01996 by Coast Community College Distict Handout 9
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
Workplace Conflict Scenarios
JobLink
Read the following situation together. Discuss the questions with you group and write
your answers.
Don, Amy, and Phillipe work in the same department on the Day Shift When they came
in Friday morning, they realized the Night Shift had left several parts unfinished or with
problems. This had happened several times before. Resentfully, Don, Amy, and Phillipe finished
the work and fixed the problems. However this reduced their own shifts productivity. Their
supervisor became angry when he saw their shifts production. Though Don, Amy, and Phillipe
tried to explain the problem to their supervisor, he just said he didn't want to hear any
excuses-he wanted to see results; if they couldn't do the job effectively, someone else would.
When they confronted the Night Shift angrily, it turned into a huge argument with no resolve.
Part A1. Name the conflict(s).
2. What does each person in the situation need?
3. What is a possible solution? (Try to use a Win-Win mindset, using the "Steps Toward Conflict
Resolution" chart.)
4. What could you do if the first solution isn't effective?
Part BName a conflict you are having or have had, with someone at work:
What are some possible solutions?
How might there be a Win-Win resolution be achieved in your situation? (Write the steps on
the "Steps Toward Conflict Resolution° chart)
Lesson 2: Developing a Win-Win Attitude
19 1
Copyright 01996 by Coast Community College District Handout 10
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
Today's Lesson
What did you learn today?
1.
2.
3.
4.
5.
Lesson 2: Developing a Win-Win Attitude
19 2
Job Link
Copyright 01996 by Coast Community College District Handout 11
Resolving Conflicts VLesson 3: Tools for Conflict Resolution
Think of Someone Who ...
Jobikk
Think of someone who communicates well:
Why do you think that person is an effective communicator?
What can you learn from that person?
Think of someone you have a difficult time communicating with:
Why do you think it is so difficult?
What can be done to achieve more effective communication?
Lesson 3: Tools for Conflict Resolution
1e3
Copyright ©1996 by Coast Community College District Handout 12
Resolving Conflicts VLesson 3: Tools for Conflict Resolution Joitink
Characteristics of a Good Communicator
What makes a person an effective speaker? (List as many characteristics as you can.)
what makes a person a good listener? (List as many characteristics as you can.)
EFFECTIVE SPEAKING + SKILLED LISTENING = GOOD COMMUNICATION!
Lesson 3: Tools for Conflict Resolution
19Copyright ©1996 by Coast Community College District Handout 13
Personal
Company
Resolving Conflicts VLesson 3: Tools for Conflict Resolution
ROI
Communication Skills
jobLink
+ (Positives) - (Negatives)
+ (Positives) - (Negatives)
Lesson 3: Tools for Conflict ResolutionCopyright 01996 by Coast Community College District Handout 14
Resolving Conflicts VLesson 3: Tools for Conflict Resolution
Communication Tips
JobLink
When you are speaking:
1. Try to be clear and concise as to your point
2. Tell people exactly what you want them to know or do.
3. Use words your listener(s) will understand. (Avoid overly sophisticated , acronyms, or technical talk.)
4. Pay attention to the listeners body language.
5. Give your listener a chance to respond, clarify, or ask questions.
6. Make sure listeners understand your topic or context
7. Check your tone of voice. How you say something is as important (if not more so) as what
you say.8. Try to enunciate dearly.9. Think carefully before you speak.
10. Remember: Just because you know what you mean and you think you've said it dearly, others
may still not know what you mean or understand you.
*Can you add another important tip for speaking effectively?
When you are listening:
1. Look at the person speaking to pay attention and show respect
2. Ask questions to clarify or check your understanding.
3. Ignore distracting noises, people, or events as much as possible.
4. Don't think about what you want to say while the other person is speaking.
5. Always respond to the person speaking.
6. Don't interrupt, finish sentences, or hurry the person speaking.
7. Never assume you understand another person. Make sure!
8. Suspend your judgments for the moment. Allow yourself to really consider what the
speaker is saying.9. Try to restate the speakers main point and important facts, asking the speaker if your
understanding is correct10. Listen with your eyes, face, body, mind, and heart. Be present to the one speaking.
Remember: Listening is hard work, but it gives a high return on your investment
*Can you add another tip for listening skillfully?
* EFFECTIVE SPEAKING + SKILLFUL LISTENING = GOOD COMMUNICATION!
Lesson 3: Tools for Conflict Resolution
196Copyright 01996 by Coast Community College District Handout 15
Resolving Conflicts VLesson 3: Tools for Conflict Resolution
Communication Evaluation
Job Link
Rate yourself on each item from the Communication Tips. Enter a number between 1 (low) and
10 (high):
Speaking Listening
1. 1.
2. 2.
3. 3.
4. 4.
5. 5.
6. 6.
7. 7.
8. 8.
9. 9.
10. 10.
Optional: How would your spouse or a close friend rate you in each of these categories? How
about a co-worker? Your supervisor? Cell, team, or department?
What areas seem to be your strengths?
What areas seem to be your weaknesses?
What would you most like to improve?
How would you rate your company's overall communication skills? (from 1-10)
Which communication skill does your company need to improve the most?
1 .9 '7Lesson 3: Tools for Conflict Resolution
Copyright 01996 by Coast Community College District Handout 16
Resolving Conflicts IPLesson 3: Tools for Conflict Resolution
My First Impression
jobLink
I came to the U.S. in 1986. My first impression was that I felt freedom, but
lonely when I got home. On my first day here, I walked down the street. I felt
hungry, so I stopped by a little snack shop to get something to eat. I gave my
order: A hamburger and coke can. A cop was standing by the order window. He
heard my order, looked at me, and asked, What do you want? I said, A
hamburger and Coke can. He said, What cocaine!. The snack shop owner heard
this and got scared. No cocaine sold here! he said. The cop came over to me and
asked again, What do you want? I repeated, A Coke can, a Coke in can. Then
everyone looked at me and laughed. They said, Next time, don't do it again. I felt
embarrassed and left. I've never forgotten my first day in the U.S.
Lesson 3: Tools for Conflict Resolution
193
Copyright ©1996 by Coast Community College District Handout 17
Resolving Conflict vLesson 3: Tools for Conflict Resolution JobLink
ESL and Cross-Cultural Communication
When speaking to people for whom English is a second language (ESL) or people from othercultures:
1. Speak clearly, slowly and simply. Avoid sophisticated language. Use short sentences. Stopso that the person can process what you are saying.
2. Don't speak unnaturally or louder.
3. Avoid idioms, slang, and abbreviations.
4. Be patient. You might need to say the same thing several times, especially names,numbers, and directions. Spell it or write it out if necessary. Say it another way, withdifferent words, or helpful gestures. Remember : Communication is the goal. Without it,everyone loses.
5. Check your tone of voice. Even though an ESL person might not understand all of whatyou say, he or she most often understands your tone, especially a negative one. Allpeople respond better to gentleness, kindness, and respect.
6. Check to see if the person understands by asking specific questions. Do not ask, Do youunderstand? People from other cultures will often answer yes, especially to a person in aposition of authority, as a sign of respect or politeness not as an indication ofunderstanding.
7. People from many cultures will not look directly at you, believing it is disrespectful.Don't force them to look you in the eye. They are most likely listening very carefully. Youcan try to explain or assure a person from another culture that its okay to face youdirectly, but its best not to force your customs on others.
8. Gestures are different in other cultures. Don't assume that a gesture in America meansthe same in other parts of the world (or vice-versa). For example the positive Okay signin America is very offensive to a Brazilian. Try to learn about anothers culture, especiallygestures and customs.
9. Speak to ESL people the way you would want to be spoken to if you lived in a foreigncountry and had to survive using another language.
Lesson 3: Tools for Conflict Resolution
193
Copyright ©1996 by Coast Community College District Handout 18a
ESL and Cross-Cultural Communication(continued)
When listening to people for whom English is a second language or who arefrom othercultures:
1. Help them understand. Make it easier rather than more difficult
2. If you don't understand something they say, ask again (and give them time to think andformulate a response don't cut them off).
3. If you didn't hear what they said (sometimes ESL people speak softly due to a lack ofconfidence or a fear of ridicule), ask them to repeat the same words (when someonedoesn't hear them they often assume it is because of their poor English skills).
4. Don't misinterpret or be offended by an ESL persons tone of voice. They areconcentrating on choosing the right words, pronunciation, and grammatical structures,and they are considering cultural differences. Intonation is very difficult for them. Listento their words.
5. Try not to correct an ESL speakers English while he or she is talking or in front of othersto avoid confusion and embarrassment. Its better to help afterwards.
6. Understand that many cultures communicate effectively through indirect means vs.directly They are usually not trying to be evasive or deceptive. Try to listen carefully fortheir intended meaning, it is often very thoughtful and considerate. Ask questions toclarify meaning or intent.
7. Many cultures are more passive than the U. S. They are not accustomed to speaking outin meetings, volunteering information, or speaking on behalf of themselves. This can be avery uncomfortable experience for both sides. Considerate questions, carefulexplanations, encouragement and patience can yield the desired goals of communicationand participation.
8. Use available moments during the work day to speak English with an ESL person. Thiscan cultivate a relationship in which English skills can be developed and confidencegained. You will be greatly appreciated, and communication will occur, to the benefit ofall.
200
Copyright 01996 by Coast Community College District Handout 18b
ESL and Cross-Cultural Communication(continued)
For ESL speakers:
1. Speak slowly, dearly, and boldly.
2. Speak loud enough for others to hear you, especially in meetings. Often, others cannothear you. Its not always your English, but your soft voice, that hinders communication.
3. Be willing to repeat your words as many times as needed until communication happens.
4. If someone doesn't understand your pronunciation, try another word or describe whatyou mean. You can also try spelling or writing the word you are trying to pronounce.This can be very frustrating, but don't give up too soon.
5. Take risks. Find someone you feel comfortable with and try new words and phrases. This
is the only way to improve your communication skills.
6. Allow others to help you make the needed corrections-See the listener as your partner incommunication.
7. Its okay to make mistakes. Perfection is not the goal communication is! Smile or laughwhen you make mistakes and try again.
8. Don't let people discourage you by their laughter or insults. Deflect negativity and keepgoing towards your goal: to communicate in English. Your efforts to learn and useEnglish are admirable and worthy of respect.
9. Just because something is polite, respectful, or important in your culture, don't assume itis the same in another culture. Your company has its own culture. You must work with avariety of different people in a common company culture while at work. Learn from,respect and cooperate with people who are different.
10. Offer your ideas, suggestions, and opinions in meetings and on teams. Companies expectand need your verbal participation in groups.
201
Copyright ©1996 by Coast Community College District Handout 18c
ESL and Cross-Cultural Communication(continued)
For ESL listeners
1. Focus on understanding main points, not every word, otherwise you might get lost andmiss the important information. Make sure you know the context or topic; it will helpyou understand necessary words and concepts.
2. Listen for important details and the order of steps or procedures (sequence: pay attentionto words like first-second-third then, next before, after, finally, etc.).
3. Try to get the important facts and information in any disaission. If you do notunderstand what has been said in a meeting or dass, after dass ask someone to explainthe necessary information.
4. Avoid side discussions (especially with someone in your first language) and otherdistractions while another is speaking. Its important to concentrate fully on the personspeaking in order to understand. Conversation is like a puzzle: you need all the pieces
for understanding.
5. Ask people to spell names and addresses, especially on the phone. Use the A- as-in-apple, B-as-in-boy, C-as-in-cat technique to clarify similar-sounding letters or words.Distinguish between 0 (say oh) and 0 (say zero), and be extra careful to distinguishbetween difficult sounds like 15 and 50, 13 and 30, etc.
6. Ask questions if you do not understand or need more information.
7. Say back what you think you understand to assure communication.
8. Ask supervisors or others to write down information important to your job.
9. Ask others to' repeat if you do not understand. Don't just say Yes or Thank you or leave.Understanding the correct information is important for your job and your life. Don'tguess make sure you understand!
10. Practice at home. Listen to native-spoken English in short amounts. Tape or video recordshort segments to listen to repetitively. Use scripts of TV shows or dosed-captionmachines to check understanding. Most importantly, practice listening to native-speakerstalking, and check for understanding.Keep learning English. Be a continual, lifelong student. It takes a long time, so be patientwith yourself and others. Use what you learn, especially on the job. Your attempts tolearn and use English are important for you and very important to your company.
202
Copyright C1996 by Coast Community College District Handout 18d
Resolving Conflicts VLesson 4: How to Have a Fair Fight jobLink
Its a dog eat dog world
but whoever said we had to be dogs?
203
Lesson 4: How to Have a Fair Fight Copyright ©1996 by Coast Community College District Handout 19
Resolving Conflicts VLesson 4: How to Have a Fair Fight
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Lesson 4: How to Have a Fair Fight
Rules for a Fair Fight
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Copright ©1996 by Coast Community College District Handout 20
Resolving Conflicts VLesson 4: How to Have a Fair Fight
Past-Conflict Evaluation
Job Link
Think of a time when you could not agree with another person orgroup. Describe the situation briefly below:
Was it a fair fight?
Why or why not?
Yes NO
Can you now think of a better way to handle it?
Lesson 4: How to Have a Fair Fight
205
Copyright CI 996 by Coast Community College District Handout 21
Resolving Conflicts VLesson 4: How to Have a Fair Fight
Tips for Disagreements
Job Link
1. Treat the other person with respect. Don't blame or accuse!Avoid personal attacks (for example, That's stupid! You don't know what you're talking about!)
Tip: Tell why you disagree; explain your feelings.
2. Ask questions to be sure you understand.Ask, for example, Are you saying...? OR: Is this what you mean...?
3. Find something you can agree to.There must be something you both can agree to, even when you feel or think differentlyabout the subject Find common ground.
4. Agree to disagree.Some conflicts don't get resolved right away. Acknowledge that you have a difference ofopinion and agree to respect one another. Don't let the problem get in the way of yourcommon tasks or in the way of company business.
5. Don't give up.Keep open the option of a later resolution. Sometimes people need time to calm down andprocess the problem.
Can you add tips to this list? Use the space below.
6.
7.
Lesson 4: How to Have a Fair Fight
205
Copyright ©1996 by Coast Community College District Handout 22
sr
Resolving Conflicts VLesson 4: How to Have a Fair Fight
Strategies
Job Link
1. Stop insisting on your point of view.Don't repeat it over and over. Say it once, simply and dearly. Give the other person(s)
time to process your point
2. Try to stay calm.Anger worsens the problem! Then people say foolish words, reactions multiply, and
doors to future resolution dose.
3. Focus on understanding the other persons main point.Try to restate the other persons point dearly and fairly to make sure you areunderstanding correctly.
4. Ask for time to think and try to set up another time to talk.To make sure you keep working on the problem, set a day and time when you'll meetagain. Use the time to process and think about the others need and your real needs.
5. Suggest a third party or mediator.If the conflict seems to be at a standstill, consider asking a mutually respected person tohelp work out a resolution.
6. Minimize conflict damage to leave doors open.
Do...Show respectStay calm.Think of the other person and the company.Use listening/speaking tools.Keep a Win-Win mindset.
Don't...Devalue, insult ridicule.Blow up or rant and rave.Give ultimatums or impossible choices.Do all the talking.Give up.
7. Use your conflict-resolution tools to think of alternative solutions thatmake for Win-Win conclusions.
8. Vent your feelings, or bounce your ideas off a neutral third party.
9. Try again! Listen to the other persons new ideas, and suggest youralternatives.
10. If step 9 doesn't bring a satisfactory conclusion, try using a mutuallytrusted mediator and repeat steps 1 through 9!
Lesson 4: How to Have a Fair Fight
207Copyright ©1996 by Coast Community College District Handout 23
Resolving Conflicts VLesson 5: Managing the Conflicts Within
Managing the Conflict Within
Jobb/7k
Part A
1. Write about a time when you were really angry What happened and why? How didyou act/react? Was the conflict resolved? If so, how? If not why not? What do youwish you had done differently?
2. In the company, what things are really frustrating for you or make you angry?(Share with a partner)
3. How does your frustration or anger affect workplace productivity?
Part B
1. How do you manage or deal with your anger, frustration, or other inner conflicts?(Count to 100? Go for a walk? Yell at the dog? Vent to a partner? other?)
2. What are some conflict prevention strategies you can use? How can you plan beforethe problem? How can you contain the destructive factors of a conflict?
3. What is a useful strategy or plan you can use when you get frustrated or angry?
Lesson 5: Managing the Conflicts Within
203Copyright ©1996 by Coast Community College District Handout 24
Resolving Conflicts VLesson 5: Managing the Conflicts Within JobLink
Seeing Another Point of View May HelpBreak the Cycle of Anger
By Doris HehneringSt. Louis Post-Dispatch
Fighting with someone over an event that happened two months ago? Twoyears ago? Seven years ago?
Judy and her husband agreed that she would be a stay-at-home mom and raise their four children
even though she had a masters degree. The year before their last child was out of the nest, her husband
announced he wanted a divorce.One of his reasons he desired a woman who did something with her life other than baby-sit
children. Although this was five years ago, Judy continues to fight with her husband in her head and
feels like a victim.
Mark lost his job seven months ago. Although the handwriting was on the wall that his job might
be ending, Mark did nothing to make himself a more valuable employee, nor did he start pursuing other
job possibilities.
Today, still out of a job. Mark vacillates between feeling angry with his old boss and angry with
himselfThe question: How do you rid yourself of continuing a fight in your head andmove on in your life?
One technique is to try to understand the other person's point of view. What other reasons did the
husband have for leaving his wife? Why did the boss choose to let Mark go?
Most people who are continually bound up in their anger are unable to dearly see the situation
from the other person's vantage point. They justify their own behavior and exaggerate what the other
person did. As soon as you can see an event from another person's viewpoint you soften emotionally
and your anger dissipates.Another technique is not to allow yourself to think about the event Judy must stop herself from
reflecting on her life with her ex-husband. For her these thoughts of the past are dangerous because
they provoke her anger.Mark needs to forget his old job and concentrate on looking for a new one.
Research shows the way to sustain anger is to brood about the event or to rehash it again and
again with your friends. Once you change your thinking and conversations to other topics, your feelings
of being trod upon will leave.Exercise is another way to shed anger. It's just too physically taxing to fight with someone in your
head while at the same time walking briskly, pumping iron or using a stair-stepper.
Feeling angry is unpleasant and mostly a waste of energy It makes feeling intimate and dose to
others impossible. And it often results in lowered self-esteem.
The best way to rid yourself of ongoing anger-use the techniques suggested above, and remember:
There is almost nothing you can't forgive.
Lesson 5: Managing the Conflicts Within Copyright ©1996 by Coast Community College District Handout 25
209
4)
Resolving Conflicts VLesson 5: Managing the Conflicts Within
Breaking the Cycle of Anger
Read "Seeing Another Point of View.: and answer the following questions:
Job Link
1. What are the main conflicts used as examples in the article?
2 What techniques does the article suggest to help break the cyde of anger?
3. Can you come up with any other strategies to break the cyde?
4. Think of a "cycle" situation in your company. How might "finding another point of
view" or one of other strategies benefit this situation and possibly break the cyde?
5. Do you now face a personal conflict that might be healed by an alternative perspective
or by some other strategy?
0 210
Lesson 5: Managing the Conflicts Within Copyright ©1996 by Coast Community College District Handout 26
Resolving Conflicts 'VLesson 5: Managing the Conflicts Within
Workplace Resources
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1. What avenues exist at your workplace for conflict resolution?
2. What resources are there for anger/inner conflict management? List as many as you know:
3. Are different kinds of conflicts handled by different people or departments?
4. Are you encouraged to participate in solving conflicts? If so, in what ways can or do
you participate?
5. Do you believe your ideas are taken seriously? Are they ever implemented?
6. In the company, are "ground rules" used and followed? If so what are they?
7. What kinds of resources, intrapersonal or interpersonal do you wish were available in
your company? If they do not exist now, how might they be created?
Lesson 5: Managing the Conflicts Within
211Copyright 01996 by Coast Community College District Handout 27
Resolving Conflicts VLesson 5: Managing the Conflicts Within
Another Way
Job Link
The train clanked and rattled through the suburbs of Tokyo on a drowsy spring afternoon. Our carwas comparatively empty-a few housewives with their kids in tow, some old folks going shopping. Igazed absently at the drab houses and dusty hedgerows.
At one station the doors opened, and suddenly the afternoon quiet was shattered by a manbellowing violent, incomprehensible curses. The man staggered into our car. He wore laborer's clothingand was big, drunk and dirty. Screaming, he swung at a woman holding a baby The blow sent herspinning into the laps of an elderly couple. It was a miracle that the baby was unharmed.
Terrified, the couple jumped up and scrambled toward the other end of the car. The laborer aimeda kick at the retreating back of the old woman but missed as she scuffled to safety. This so enraged thedrunk that he grabbed the metal pole in the center of the car and tried to wrench it out of its stanchion.I could see that one of his hands was cut and bleeding. The train lurched ahead, the passengers frozenwith fear. I stood up.
I was young then, some 20 years ago, and in pretty good shape. I'd been putting in a solid eighthours of Aikido training nearly every day for the past three years. I liked to throw and grapple. Ithought I was tough. The trouble was, my martial skill was untested in actual combat As students ofAikido, we were not allowed to fight.
'Aikido," my teacher had said again and again, "is the art of reconciliation. Whoever has the mindto fight has broken his connection with the universe. If you try to dominate people, you're alreadydefeated. We study how to resolve conflict, not how to start it'
I listened to his words. I tried hard. I even went so far as to cross the street to avoid the"chimpira," the pinball punks who lounged around the train stations. My forbearance exalted me. I feltboth tough and holy. In my heart, however, I wanted an absolutely legitimate opportunity whereby Imight save the innocent by destroying the guilty.
"This is it!" I said to myself as I got to my feet. "People are in danger. If I don't do something fast,somebody will probably get hurt
Seeing me stand up, the drunk recognized a chance to focus his rage. "Aha!" he roared. "A foreigner!You need a lesson in Japanese manners!"
I held on lightly to the commuter strap overhead and gave him a slow look of disgust anddismissal. I planned to take this turkey apart, but he had to make the first move. I wanted him mad, so Ipursed my lips and blew him an insolent kiss.
"All right!" he hollered. "You're gonna get a lesson!" He gathered himself for a rush at me.
A fraction of a second before he could move, someone shouted "Hey!" It was earsplitting. Iremember the strangely joyous, lilting quality of it-as though you and a friend had been searchingdiligently for something and he had suddenly stumbled upon it. "Hey!"
Lesson 5: Managing the Conflicts Within
212Copyright 01996 by Coast Community College District Handout 28a
Another Way(continued)
I wheeled to my left; the drunk spun to his right. We both stared down at a little old Japaneseman. He must have been well into his seventies, this tiny gentleman, sitting there immaculate in hiskimono. He took no notice of me, but beamed delightedly at the laborer, as though he had a mostimportant, most welcome secret to share.
"C'mere," the old man said in an easy vernacular, beckoning to the drunk. "C'mere and talk withme He waved his hands lightly.
The big man followed, as if on a string. He planted his feet belligerently in front of the oldgentleman and roared above the clacking wheels, "Why the hell should I talk to you?" The drunk nowhad his back to me. If his elbow moved so much as a millimeter, I'd drop him in his socks.
The old man continued to beam at the laborer. "What' cha been drinkin7 he asked, his eyessparkling with interest "I been drinkin' sake," the laborer bellowed back "and ifs none of your business!"Flecks of spittle spattered the old man.
"Oh, thafs wonderful," the old man said, "absolutely wonderful! You see, I love sake, too. Everynight me and my wife (she's 76, you know), we warm up a little bottle of sake and take it out into thegarden, and we sit on an old wooden bench. We watch the sun go down, and we look to see how ourpersimmon tree is doing. My great-grandfather planted that tee, and we worry about whether it willrecover from those ice storms we had last winter. Our tree has done better than I expected, though,especially when you consider the poor quality of the soil. It is gratifying to watch when we take oursake and go out to enjoy the evening-even when it rains!" He looked up at the laborer, eyes twinkling.
As he struggled to follow the old man, his face began to soften. His fists slowly undenched. "Yeah,"he said. "I love persimmons, too..'.' His voice trailed off.
"Yes," said the old man smilin& "and I'm sure you have a wonderful wife
"No," replied the laborer. "My wife died7 Very gently, swaying with the motion of the train, the bigman began to sob. "I don't got no wife, I don't got no home, I don't got no job. I'm so ashamed ofmyself.' Tears rolled down his cheeks, a spasm of despair rippled through his body.
As I stood there in my well-scrubbed youthful innocence, my make-this-world-safe-for-democracy righteousness, I fdt dirtier than he was.
Then the train arrived at my stop. As the doors opened, I heard the old man duck sympathetically."My, my," he said, "that is a difficult predicament indeed. Sit down here and tell me about it'.'
I turned my head for one last look. The laborer was sprawled on the seat with his head in the oldman's lap. The old man was softly stroking the filthy, matted hair.
As the train pulled away, I sat down on a bench in the station. What I had wanted to do withmuscle had been accomplished with kind words. I had just seen Aikido in action, and the essence of itwas love. I would have to practice the art with an entirely different spirit It would be a long time beforeI could speak about the resolution of conflict.
213Copyright ©1996 by Coast Community College District Handout 28b
Conflict Resolution VLesson 5: Managing the Conflicts Within
A Third Alternative
1. Read "Another War What is the main point of this story?
2. How did each character in the story manage conflict?
3. Can you find a personal application for this story?
4. Is there a way to apply this story to a company conflict?
JobLink
. Are conflicts always negative? How can conflicts benefit a person or a company?
6. What other emotions, problems, and kinds of stress cause inner conflict and affect theworkplace? How can they be turned into productive factors?
21,1
Lesson 5: Managing the Conflicts Within Copyright ©1996 by Coast Community College District Handout 29
Resolving Conflicts VLesson 6: Conflicts: Heading 'em Off at the Pass
Strategies of Prevention
Job Link
1. How can we prevent conflicts in the workplace? List as many strategies as you can:
2. Which strategies have you already used?
3. Which ones might be helpful for you to try in the future?
4. Which ones need to be further developed within your company?
5. Can you suggest how these strategies might be developed in your company?
215
Lesson 6: Conflicts: Heading 'em Off at the Pass Copyright ©1996 by Coast Community College District Handout 30
410
Resolving Conflicts VLesson 6: Conflicts: Heading 'em Off at the Pass Job Link
All I Really Needed to Learn, I Learned in Kindergarten
"I realized then that I already know most of what's necessary to live a meaningful life that it isn'tall that complicated. I know it. And have known it for a long, long time. Living it -well, that's anothermatter, yes? Here's my Credo:
"All I really need to know about how to live and what to do and how to be I learned inkindergarten. Wisdom was not at the top of the graduate-school mountain, but there in the sandpile ofSunday School. These are the things I learned:
"Share everything. Play fair. Don't hit people. Put things back where you found them. Clean upyour own mess. Don't take things that aren't yours. Say you're sorry when you hurt somebody. Washyour hands before you eat. Flush. Warm cookies and milk are good for you. Live a balanced life-learnsome and think some and draw and paint and sing and dance and play and work every day some. Takea nap every afternoon. When you go out into the world, watch for traffic, hold hands, and sticktogether. Be aware of wonder. Remember the little seed in the Styrofoam cup: the roots go down and theplants go up and nobody really knows how or why, but we are all like that. Goldfish and hamsters andwhite mice and even the little seed in the Styrofoam cup-they all die. So do we. And then remember theDick-and-Jane books and the first word you learned-the biggest word of all-LOOK.
"Everything you need to know is in there somewhere. The Golden Rule and love and basicsanitation. Ecology and politics and equality and sane living.
"Take any one of those items and extrapolate it to your family life or your work or yourgovernment or your world and it holds true and clear and firm':
Robert Fulgham
For each application under "Kindergarten," find an application helpful for adult"Personal/Company" conflicts:
Kindergarten
1. Share everything. 1.
2. Play fair. 2.
3. Don't hit people. 3
4. Put things back whereyou found them.
4.
5. Clean up your own mess. 5.
6. Don't take things that aren't yours. 6.
Lesson 6: Conflicts: Heading 'em Off at the Pass
Personal/Company
216
Copyright 01996 by Coast Community College District Handout 31a
All I Really Needed to Learn, I Learned in Kindergarten(continued)
7. Say you're sorry when 7.
you hurt somebody.
8. Wash your hands before you eat 8.
9. Flush. 9.
10. Warm cookies and milk are good for you. 10.
11. Live a balanced life-learn some and 11.
think some and draw and paint andsing and dance and play and workevery day some.
12. Take a nap every afternoon. 12.
13. When you go out into the 13.
world, watch for traffic,hold hands, and stick together.
14. Be aware of wonder. Remember the 14.
little seed in the Styrofoam cup: theroots go down and the plants go upand nobody really knows how or why,but we are all like that
15. Goldfish and hamsters and white mice 15.
and even the little seed in the Styro-foamcup-they all die. So do we.
16. And then remember the Dick-and-Jane 16.
books and the first word you learned-the biggest word of all-LOOK.
(Think of your schooling, your parents, your culture, your experience. What can you add?)
17.
18.
19.
17.
18.
19.
40 20. 20.217
Copyright 01996 by Coast Community College District Handout 311)
Resolving Conflicts 'VLesson 6: Conflicts: Heading 'em Off at the Pass JobLink
Conflict Resolution Objectives: Lessons 1-6
Goals: To help students (1) understand workplace conflicts and (2) develop skills for handling conflicts
constnzctively and creatively
Objectives of Workshop 1: identifying Workplace Conflicts and Ways of Resolution"1. To identify common workplace conflicts.2. To identify (a) ways of resolution that help and (b) ways that hinder.3. To understand the meaning of consensus.
Objectives of Workshop 2: "Developing a Win-Win Attitude"1. To identify your own conflict-management style.2. To understand why Win-Win options are better solutions.
3. To resolve some practical and personal workplace conflicts. [AU:mpractical" OM]
Objectives of Workshop 3: "Tools for Conflict Resolution: Speaking and ListeningConstructively"
1. To identify and improve effective speaking and listening skills.
2. To use communication tools appropriately in conflict resolutions.
3. To improve communication and understanding among employees who are nativeEnglish speakers, employees for whom English is a second language (ESL), and
employees from different cultures.
Objectives of Workshop 4: "How to Have a Fair Fight"1. To create and use guidelines for respectful and constructive disagreement.
2. To apply these guidelines to the workplace in an effort to minimize conflict damage.
3. To use strategies necessary for creating future possibilities of conflict resolution.
Objectives of Workshop 5: "Managing the Conflicts Within"1. To identify inner conflicts and ways of managing them.
2. To develop strategies and alternative ways of breaking cycles of anger and other inner
conflicts.3. To identify and create company resources useful in conflict resolution.
Objectives of Workshop 6: "Conflicts: Heading "ern Off at the Pass"1. To learn strategies for conflict prevention.2. To develop workplace application for preventive measures.3. To present what has been learned as a useful product for the company.
Lesson 6: Conflicts: Headirkg 'em Off at the Pass
213Copyright 01996 by Coast Community College District Handout 32
Resolving Conflicts 'VLesson 6: Conflicts: Heading 'em Off at the Pass
Conflict Resolution Poster
Job Link
1. Create a poster that presents what you have learned in these workshops-aposter that can be helpful to your company.
2. Add your company's logo to the poster. Make it colorful, multidimensional,informative, graphic and simple to understand.
3. Evaluate the posters to determine which is best. Using group consensus,evaluate the posters for their content, presentation, and usulness to people in
your company.
Lesson 6: Conflicts: Heading 'em Off at the Pass
213
Copyright 01996 by Coast Community College District Handout 33
Resolving Conflicts VLesson 1: Identifying Workplace Conflicts & Ways of Resolution
Conflict Resolution Survey
1. What are the most frequent kinds of conflicts in the workplace?
JobLink
2. How do people at work usually deal with conflicts? (Check as many as apply to your worksite.)
Get angryAvoid the conflictListen to one another carefullyLook for revenge in some wayForce others to do it their wayTalk directly to the people involvedHave a meeting to talk it overTake sides
Gossip or spread rumorsGet a supervisor to solve the conflictLet it go
Silently resistTry to understand the other personspoint of viewOther
3. How do you usually deal with a company conflict or with a personal conflict?
4. How do you wish people would handle conflicts?
5. What effects do unresolved conflicts have on people? On companies?
6. Describe your companys policy for dealing with conflicts in the workplace.
7. How could we prevent workplace conflicts?
Lesson 1: Identifying Workplace Conflicts...
22 0
Copyright ©1996 by Coast Community College District Transparency la
8. Rate your ability to resolve conflicts. On a scale of 0 (not able) to 100 (very able), enterthe number that best describes your competence:
Dealing with your own conflicts: 0/0
Helping with the conflicts of others: 0/0
Handling company conflicts: 0/0
9. Rate yourself as a communicator. On each line below, write A (excellent), B (lective),C (average), or D (inlective):
As a speakerAs a listenerWith someone who speaks English as a second languageWith someone from a different cultureWith your co-workersWith your supervisor or managerWith your employees (if you're a supervisor)
10. Rate your company's communication effectiveness. Write A (excellent), B (lective), C (average),or D (iniffective):
221.
Copyright ©1996 by Coast Community College District Transparencylb
Resolving Conflicts VLesson 1: Idmtifying Workplace Conflicts & Ways of Resolution
Common Conflicts/Resolutions
Common Conflicts in the Workplace:
Typical Ways of Resolving Conflicts in the Workplace
20")
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Lesson 1: Identifying Workplace Conflicts... Copyright C1996 by Coast Community College District Transparency 2
Resolving Conflicts VLesson 1: Identifying Workplace Conflicts & Ways of Resolution
Consensus =
The general opinion or agreement of a group.
Consensus=
jobLink
A decision agreed upon by the entire group or team.
A decision that all members can support and no members oppose.
Consensus involves time, listening, consideration of all ideas, flexibility, cooperation, and the will
to act as a team for the best of the company, group, and individual.
Might not be evayones first choice or priority. Might not make everyone totally satisfied.
Does not violate or compromise any strong convictions.
Is the most lea and desired goal of decision-making and conflict resolution.
223
Lesson 1: Identifying Workplace Conflicts... Copyright 01996 by Coast Community College District Transparency 3
Resolving Conflicts VLesson 1: Idmlifying Workplace Conflicts & Ways of Resolution
Dear Abby
jobLink
Part A
Read the letter to Abby.
Discuss a solution with your partner. Make sure you identify the real conflict. Try to findsome helpful solutions. Share your ideas with the whole dass.
Compare Abbys answer to your own and to the other answers read in dass.
Working with the dass, decide on the best solution.
Part Boption .1
Write a short letter to Abby containing an unresolved conflict (either real or imagined)
that you have had at work.
Share your letter with another person, who will play Abby, will write a solution, andthen return your letter to you.
option 2
Half Of the Class: As an employee, write a letter to your company (Dear Company),
describing a conflict you are aware of and asking for a solution.
Other half of the class: Acting as a spokesperson for the company, write a letter to the
employees (Dear Employees) concerning a company conflict and asking for a solution.
Exchange your letter with someone from the other half and propose resolutions to the
conflicts raised.
Return your letters to the original writers and discuss the solutions.
224Lesson 1: Identifying Workplace Conflicts... Copyright ©1996 by Coast Community College District Transparency 4
Res
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6
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
A Hole in the Boat
Job Link
Some people were sitting in a boat, when one of them took a drill and began
to drill a hole under his seatThe other people in the boat became very concerned and said to him, 'What
are you doing?"He replied, "Am I not drilling the hole under my own seat? What does this
have to do with you?"
Questions to discuss and ponder:
What does this have to do with you?What does this have to do with your company?What does this have to do with conflict resolution?
227
Lesson 2: Developing a Win-Win Attitude Copyright 01996 by Coast Community College District Transparency 6
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
High
Concernfor Coals
Low
Win-WinGraph
Dominatewin/You lose°
Joblink
Collaboratewin/You win-
AvoidanceI lose/You lose'
Accommodatelose/You win
High
Concern for Relationships
My main style of managing a conflicts is
I would like to do more of and less of
Lesson 2: Developing a Win-Win Attitude
223
Copyright C1996 by Coast Community College District Transparency 7
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
Developing a "Win-Win" Mindset
JobLink
When trying to resolve a conffict, one person does not have to be completely right and the other
person completely wrong. There can be two winners! With some patience, thoughtfulness, and creativitywe can often find a solution which allows both sides to be content. This is called a Win-Win situation. It
is usually the most effective resolution.To fmd a Win-Win solution, we have to be clear about what the real conflict is. We have to
discuss the real issue or problem. We have to think about what each person involved in the conflict
needs.
Consider the following conflict and what each person needs:
Pedro goes to the company tool room to find a tool he needs to complete a rush job. The tool is
not there. Later he sees that Jim has the needed tool in his personal tool box. Pedro gets angry and yellsat Jim. Jim tries to explain that he has had to use the tool several times that day, also for an importantjob. Pedro feels the pressure of his own deadline, becomes more angry, and demands the tool. Jimbecomes more defensive and refuses to give Pedro the tool. They become involved in a lengthyargument until the supervisor comes and tells them to get back to work.
What is the conflict?
What does each person need?
What solutions can you think of for Jim and Pedro's conflict?
Which solution could be a Win-Win solution?
For each person to win, who needs to do what?
Pedro needs to
Jim needs to
The Supervisor needs to2 ') J
Lesson 2: Developing a Win-Win Attitude Copyright ©1996 by Coast Community College District Transparency 8
*
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
Steps Toward Conflict Resolution
Win-WinResolution
JobLink
(steps person A (steps person B
or group A can take) or group B can take)
Name the conflict
1. Name, identify, or describe the primary conflict in the blank above.
2. Think of steps each party involved in the conflict can take.
3. Write the steps in the blanks above. (You may add additional steps for additional parties,
for example, person C or D.)
4. Will any or all of these steps lead to a Win-Win resolution? Why or why not?
0 230
Lesson 2: Developing a Win-Win Attitude Copyright ©1996 by Coast Community College District Transparency 9
Resolving ConflictsLesson 2: Developing a Win-Win Attitude
Workplace Conflict Scenarios
Joblink
Read the following situation together. Discuss the questions with you group and writeyour answers.
Don, Amy, and Phillipe work in the same department on the Day Shift When they camein Friday morning, they realized the Night Shift had left several parts unfinished or withproblems. This had happened several times before. Resentfully, Don, Amy, and Phillipe finished
the work and fixed the problems. However this reduced their own shifts productivity. Theirsupervisor became angry when he saw their shifts production. Though Don, Amy, and Phillipetried to explain the problem to their supervisor, he just said he didn't want to hear anyexcuses-he wanted to see results; if they couldn't do the job effectively, someone else would.When they confronted the Night Shift, angrily, it turned into a huge argument with no resolve.
Part A1. Name the conflict(s).
2. What does each person in the situation need?
3. What is a possible solution? (Try to use a Win-Win mindset, using the °Steps Toward Conflict
Resolution" chart.)
4. What could you do if the first solution isn't effective?
Part BName a conflict you are having, or have had, with someone at work:
What are some possible solutions?
How might there be a Win-Win resolution be achieved in your situation? (Write the steps on
the "Steps Toward Conflict Resolution" chart)
231
Lesson 2: Developing a Win-Win Attitude Copyright ©1996 by Coast Community College District Transparency 10
Resolving Conflicts VLesson 2: Developing a Win-Win Attitude
Today's Lesson
What did you learn today?
1.
2.
3.
4.
5.
23?
JobLink
Lesson 2: Developing a Win-Win Attitude Copyright ©1996 by Coast Community College District Transparency 11
Resolving Conflicts VLesson 3: Tools for Conflict Resolution
Think of Someone Who ...
Job Link
Think of someone who communicates well:
Why do you think that person is an effective communicator?
What can you learn from that person?
Think of someone you have a difficult time communicating with:
Why do you think it is so difficult?
What can be done to achieve more effective communication?
Lesson 3: Tools for Conflict Resolution
233
Copyright ©1996 by Coast Community College District Transparency 12
Resolving Conflicts TLesson 3: Tools for Conflict Resolution Job Link
Characteristics of a Good Communicator
What makes a person an effective speaker? (List as many characteristics as you can.)
410What makes a person a good listener? (List as many characteristics as you can.)
EFFECTIVE SPEAKING + SKILLED LISTENING = GOOD COMMUNICATION!
Lesson 3: Tools for Conflict Resolution
234Copyright ©1996 by Coast Community College District Transparency 13
Personal
Company
Resolving Conflicts VLesson 3: Tools for Conflict Resolution
ROI
Communication Skills
Job Link
+ (Positives) - (Negatives)
+ (Positives) - (Negatives)
235
Lesson 3: Tools for Conflict Resolution Copyright ©1996 by Coast Community College District Transparency 14
Resolving Conflicts YLesson 3: Tools for Conflict Resolution
Communication Tips
Job Link
When you are speaking:
1. Try to be dear and concise as to your point2. Tell people exactly what you want them to know or do.
3. Use words your listener(s) will understand. (Avoid overly sophisticated , acronyms, or technical talk.)
4. Pay attention to the listeners body language.5. Give your listener a chance to respond, clarify, or ask questions.
6. Make sure listeners understand your topic or context7. Check your tone of voice. How you say something is as important (if not more so) as what
you say.8. Try to enunciate dearly.9. Think carefully before you speak.
10. Remember: Just because you know what you mean and you think you've said it dearly, others
may still not know what you mean or understand you.
*Can you add another important tip for speaking effectively?
When you are listening:
1. Look at the person speaking to pay attention and show respect
2. Ask questions to darify or check your understanding.3. Ignore distracting noises, people, or events as much as possible.
4. Don't think about what you want to say while the other person is speaking.
5. Always respond to the person speaking.6. Don't interrupt finish sentences, or hurry the person speaking.
7. Never assume you understand another person. Make sure!
8. Suspend your judgments for the moment Allow yourself to really consider what the
speaker is saying.9. Try to restate the speakers main point and important facts, asking the speaker if your
understanding is correct.10. Listen with your eyes, face, body, mind, and heart Be present to the one speaking.
Remember: Listening is hard work, but it gives a high return on your investment
*Can you add another tip for listening skillfully?
* EFFECTIVE SPEAKING + SKILLFUL LISTENING = GOOD COMMUNICATION!
Lesson 3: Tools for Conflict Resolution Copyright ©1996 by Coast Community College District Transparency 15
236
Resolving Conflicts VLesson 3: Tools for Conflict Resolution
Communication Evaluation
Job Link
Rate yourself on each item from the Communication Tips. Enter a number between 1 (low) and10 (high):
Speaking Listening
1. 1.
2. 2.
3. 3.
4. 4.
5. 5.
6. 6.
7. 7.
8. 8.
9. 9.
10. 10.
Optional: How would your spouse or a dose friend rate you in each of these categories? Howabout a co-worker? Your supervisor? Cell, team, or department?
What areas seem to be your strengths?
What areas seem to be your weaknesses?
What would you most like to improve?
How would you rate your company's overall communication skills? (from 1-10)
Which communication skill does your company need to improve the most?
237Lesson 3: Tools for Conflict Resolution Copyright ©1996 by Coast Community College District Transparency 16
Resolving Conflicts VLesson 3: Tools for Conflict Resolution
My First Impression
Job Unk
I came to the U.S. in 1986. My first impression was that I felt freedom, but
lonely when I got home. On my first day here, I walked down the street. I felt
hungry, so I stopped by a little snack shop to get something to eat. I gave my
order: A hamburger and coke can. A cop was standing by the order window. He
heard my order, looked at me, and asked, What do you want? I said, A
hamburger and Coke can. He said, What, cocaine!. The snack shop owner heard
this and got scared. No cocaine sold here! he said. The cop came over to me and
asked again, What do you want? I repeated, A Coke can, a Coke in can. Then
everyone looked at me and laughed. They said, Next time, don't do it again. I felt
embarrassed and left. I've never forgotten my first day in the U.S.
Lesson 3: Tools for Conflict Resolution
238
Copyright ©1996 by Coast Community College District Transparency 17
Resolving Conflict IrLesson 3: Tools for Conflict Resolution JobLink
ESL and Cross-Cultural Communication
When speaking to people for whom English is a second language (ESL) or people from othercultures:
1. Speak clearly, slowly and simply. Avoid sophisticated language. Use short sentences. Stopso that the person can process what you are saying.
2. Don't speak unnaturally or louder.
3. Avoid idioms, slang, and abbreviations.
4. Be patient. You might need to say the same thing several time's, especially names,numbers, and directions. Spell it or write it out if necessary. Say it another way, withdifferent words, or helpful gestures. Remember : Communication is the goal. Without it,everyone loses.
5. Check your tone of voice. Even though an ESL person might not understand all of whatyou say, he or she most often understands your tone, especially a negative one. Allpeople respond better to gentleness, kindness, and respect.
6. Check to see if the person understands by asking specific questions. Do not ask, Do youunderstand? People from other cultures will often answer yes, especially to a person in aposition of authority, as a sign of respect or politeness not as an indication ofunderstanding.
7. People from many cultures will not look directly at you, believing it is disrespectful.Don't force them to look you in the eye. They are most likely listening very carefully. Youcan try to explain or assure a person from another culture that its okay to face youdirectly, but its best not to force your customs on others.
8. Gestures are different in other cultures. Don't assume that a gesture in America meansthe same in other parts of the world (or vice-versa). For example the positive Okay signin America is very offensive to a Brazilian. Try to learn about anothers culture, especiallygestures and customs.
9. Speak to ESL people the way you would want to be spoken to if you lived in a foreigncountry and had to survive using another language.
239
Lesson 3: Tools for Conflict Resolution Copyright ©1996 by Coast Community College District Transparency 18a
ESL and Cross-Cultural Communication(continued)
When listening to people for whom English is a second language or who are from othercultures:
1. Help them understand. Make it easier rather than more difficult
2. If you don't understand something they say, ask again (and give them time to think andformulate a response don't cut them off).
3. If you didn't hear what they said (sometimes ESL people speak soffiy due to a lack ofconfidence or a fear of ridicule), ask them to repeat the same words (when someonedoesn't hear them they often assume it is because of their poor English skills).
4. Don't misinterpret or be offended by an ESL persons tone of voice. They areconcentrating on choosing the right words, pronunciation, and grammatical structures,and they are considering cultural differences. Intonation is very difficult for them. Listento their words.
5. Try not to correct an ESL speakers English while he or she is talking or in front of othersto avoid confusion and embarrassment. Its better to help afterwards.
6. Understand that many cultures communicate effectively through indirect means vs.directly They are usually not trying to be evasive or deceptive. Try to listen carefully fortheir intended meaning, it is often very thoughtful and considerate. Ask questions toclarify meaning or intent.
7. Many cultures are more passive than the U. S. They are not accustomed to speaking outin meetings, volunteering information, or speaking on behalf of themselves. This can be avery uncomfortable experience for both sides. Considerate questions, carefulexplanations, encouragement, and patience can yield the desired goals of communicationand participation.
8. Use available moments during the work day to speak English with an ESL person. Thiscan cultivate a relationship in which English skills can be developed and confidencegained. You will be greatly appreciated, and communication will occur, to the benefit ofall.
240
Copyright ©1996 by Coast Community College District Transparency 186
ESL and Cross-Cultural Communication(continued)
For ESL speakers:
1. Speak slowly, clearly, and boldly.
2. Speak loud enough for others to hear you, especially in meetings. Often, others cannothear you. Its not always your English, but your soft voice, that hinders communication.
3. Be willing to repeat your words as many times as needed until communication happens.
4. If someone doesn't understand your pronunciation, try another word or describe whatyou mean. You can also try spelling or writing the word you are trying to pronounce.This can be very frustrating, but don't give up too soon.
5. Take risks. Find someone you feel comfortable with and try new words and phrases. Thisis the only way to improve your communication skills.
6. Allow others to help you make the needed corrections-See the listener as your partner incommunication.
7. Its okay to make mistakes. Perfection is not the goal communication is! Smile or laughwhen you make mistakes and try again.
8. Don't let people discourage you by their laughter or insults. Deflect negativity and keepgoing towards your goal: to communicate in English. Your efforts to learn and useEnglish are admirable and worthy of respect.
9. Just because something is polite, respectful, or important in your culture, don't assume itis the same in another culture. Your company has its own culture. You must work with avariety of different people in a common company culture while at work. Learn from,respect, and cooperate with people who are different.
10. Offer your ideas, suggestions, and opinions in meetings and on teams. Companies expectand need your verbal participation in groups.
241
Copyright ©1996 by Coast Community College District Transparency 18c
ESL and Cross-Cultural Communication(continued)
For ESL listeners
1. Focus on understanding main points, not every word, otherwise you might get lost andmiss the important information. Make sure you know the context or topic; it will helpyou understand necessary words and concepts.
2. Listen for important details and the order of steps or procedures (sequence: pay attentionto words like first-second-third then, next, before, after, finally, etc.).
3. Try to get the important facts and information in any discussion. If you do notunderstand what has been said in a meeting or class, after class ask someone to explainthe necessary information.
4. Avoid side discussions (especially with someone in your first language) and otherdistractions while another is speaking. Its important to concentrate fully on the personspeaking in order to understand. Conversation is like a puzzle: you need all the piecesfor understanding.
5. Ask people to spell names and addresses, especially on the phone. Use the A- as-in-apple, B-as-in-boy, C-as-in-cat technique to clarify similar-sounding letters or words.Distinguish between 0 (say oh) and 0 (say zero), and be extra careful to distinguishbetween difficult sounds like 15 and 50, 13 and 30, etc.
6. Ask questions if you do not understand or need more information.
7. Say back what you think you understand to assure communication.
8. Ask supervisors or others to write down information important to your job.
9. Ask others to repeat if you do not understand. Don't just say Yes or Thank you or leave.Understanding the correct information is important for your job and your life. Don'tguess make sure you understand!
10. Practice at home. Listen to native-spoken English in short amounts. Tape or video recordshort segments to listen to repetitively. Use scripts of TV shows or dosed-captionmachines to check understanding. Most importantly, practice listening to native-speakerstalking, and check for understanding.Keep learning English. Be a continual, lifelong student. It takes a long time, so be patientwith yourself and others. Use what you learn, especially on the job. Your attempts tolearn and use English are important for you and very important to your company.
24 2
Copyright ©1996 by Coast Community College DistrictTransparency 18d
Resolving Conflicts VLesson 4: How to Have a Fair Fight Joblink
Its a dog eat dog world
but whoever said we had to be dogs?
243
Lesson 4: How to Have a Fair Fight Copyright 01996 by Coast Community College District Transparency 19
4,
1.
2.
3.
4.
5.
6.
7.
8.
9.
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Resolving Conflicts VLesson 4: How to Have a Fair Fight
Rules for a Fair Fight
0 24 4
Lesson 4: How to Have a Fair Fight
Job Link
Copyright ©1996 by Coast Community College District Transparency 20
Resolving Conflicts VLesson 4: How to Have a Fair Fight
Past-Conflict Evaluation
JobLink
Think of a time when you could not agree with another person orgroup. Describe the situation briefly below:
Was it a fair fight?
Why or why not?
Yes No
Can you now think of a better way to handle it?
245
Lesson 4: How to Have a Fair Fight Copyright ©1996 by Coast Community College District Transparency 21
Resolving Conflicts VLesson 4: How to Have a Fair Fight
Tips for Disagreements
Job Link
1. Treat the other person with respect. Don't blame or accuse!Avoid personal attacks (for example, That's stupid! You don't know what you're talking about!)
Tip: Tell why you disagree; explain your feelings.
2. Ask questions to be sure you understand.Ask, for example, Are you saying...? OR: Is this what you mean...?
3. Find something you can agree to.There must be something you both can agree to, even when you feel or think differentlyabout the subject Find common ground.
4. Agree to disagree.Some conflicts don't get resolved right away. Acknowledge that you have a difference ofopinion and agree to respect one another. Don't let the problem get in the way of yourcommon tasks or in the way of company business.
5. Don't give up.Keep open the option of a later resolution. Sometimes people need time to calm down and
process the problem.
Can you add tips to this list? Use the space below.
6.
7.
0 246
Lesson 4: How to Have a Fair Fight Copyright ©1996 by Coast Community College District Transparency 22
Resolving Conflicts VLesson 4: How to Have a Fair Fight
Strategies
Job Link
1. Stop insisting on your point of view.Don't repeat it over and over. Say it once, simply and dearly. Give the other person(s)time to process your point
2. Try to stay calm.Anger worsens the problem! Then people say foolish words, reactions multiply, and
doors to future resolution dose.
3. Focus on understanding the other persons main point.Try to restate the other persons point dearly and fairly to make sure you areunderstanding correctly.
4. Ask for time to think and try to set up another time to talk.To make sure you keep working on the problem, set a day and time when you'll meetagain. Use the time to process and think about the others need and your real needs.
5. Suggest a third party or mediator.If the conflict seems to be at a standstill, consider asking a mutually respected person tohelp work out a resolution.
6. Minimize conflict damage to leave doors open.
Do... Don't...
Show respect .Devalue, insult, ridicule.Stay calm. Blow up or rant and rave.Think of the other person and the company. Give ultimatums or impossible choices.Use listening/speaking tools. Do all the talking.Keep a Win-Win mindset. Give up.
7. Use your conflict-resolution tools to think of alternative solutions thatmake for Win-Win conclusions.
8. Vent your feelings, or bounce your ideas off a neutral third party.
9. Try again! Listen to the other persons new ideas, and suggest youralternatives.
10. If step 9 doesn't bring a satisfactory conclusion, try using a mutuallytrusted mediator and repeat steps 1 through 9!
Lesson 4: How to Have a Fair Fight
247Copyright ©1996 by Coast Community College District Transparency 23
Resolving Conflicts VLesson 5: Managing the Conflicts Within
Managing the Conflict Within
(lath*
Part A
I. Write about a time when you were really angry. What happened and why? How didyou act/react? Was the conflict resolved? If so, how? If not why not? What do youwish you had done differently?
2. In the company, what things are really frustrating for you or make you angry?(Share with a partner)
3. How does your frustration or anger affect workplace productivity?
Part B
1. How do you manage or deal with your anger, frustration, or other inner conflicts?(Count to 100? Go for a walk? Yell at the dog? Vent to a partner? other?)
2. What are some conflict prevention strategies you can use? How can you plan beforethe problem? How can you contain the destructive factors of a conflict?
3. What is a useful strategy or plan you can use when you get frustrated or angry?
243Lesson 5: Managing the Conflicts Within Copyright C1996 by Coast Community College District Transparency 24
Resolving Conflicts VLesson 5: Managing the Conflicts Within JobLink
Seeing Another Point of View May HelpBreak the Cycle of Anger
By Doris HehneringSt. Louis Post-Dispatch
Fighting with someone over an event that happened two months ago? Twoyears ago? Seven years ago?
Judy and her husband agreed that she would be a stay-at-home mom and raise their four children
even though she had a master's degree. The year before their last child was out of the nest her husband
announced he wanted a divorce.
One of his reasons he desired a woman who did something with her life other than baby-sitchildren. Although this was five years ago, Judy continues to fight with her husband in her head and
feels like a victim.
Mark lost his job seven months ago. Although the handwriting was on the wall that his job mightbe ending, Mark did nothing to make himself a more valuable employee, nor did he start pursuing other
job possibilities.
Today, still out of a job, Mark vacillates between feeling angry with his old boss and angry with
himself.
The question: How do you rid yourself of continuing a fight in your head andmove on in your life?
One technique is to try to understand the other person's point of view. What other reasons did thehusband have for leaving his wife? Why did the boss choose to let Mark go?
Most people who are continually bound up in their anger are unable to clearly see the situation
from the other person's vantage point. They justify their own behavior and exaggerate what the other
person did. As soon as you can see an event from another person's viewpoint you soften emotionally
and your anger dissipates.Another technique is not to allow yourself to think about the event Judy must stop herself from
reflecting on her life with her ex-husband. For her these thoughts of the past are dangerous because
they provoke her anger.Mark needs to forget his old job and concentrate on looking for a new one.
Research shows the way to sustain anger is to brood about the event or to rehash it again and
again with your friends. Once you change your thinking and conversations to other topics, your feelings
of being trod upon will leave.Exercise is another way to shed anger. It's just too physically taxing to fight with someone in your
head while at the same time walking briskly, pumping iron or using a stair-stepper.
Feeling angry is unpleasant and mostly a waste of energy. It makes feeling intimate and dose to
others impossible. And it often results in lowered self-esteem.
The best way to rid yourself of ongoing anger-use the techniques suggested above, and remember:
There is almost nothing you can't forgive.
Lesson 5: Managing the Conflicts Within Copyright ©1996 by Coast Community College District Transparency 25
249
Resolving Conflicts 'VLesson 5: Managing the Conflicts Within
Breaking the Cycle of Anger
Read "Seeing Another Point of View..7 and answer the following questions:
I. What are the main conflicts used as examples in the article?
Job Link
2. What techniques does the article suggest to help break the cycle of anger?
3. Can you come up with any other strategies to break the cycle?
4. Think of a "cycle" situation in your company. How might "finding another point of
view" or one of other strategies benefit this situation and possibly break the cycle?
5. Do you now face a personal conflict that might be healed by an alternative perspective
or by some other strategy?
Lesson 5: Managing the Conflicts Within Copyright ©1996 by Coast Community College District Transparency 26
250
Resolving Conflicts VLesson 5: Managing the Conflicts Within
Workplace Resources
dobikk
1. What avenues exist at your workplace for conflict resolution?
2. What resources are there for anger/inner conflict management? List as many as you know:
3. Are different kinds of conflicts handled by different people or departments?
II) 4. Are you encouraged to participate in solving conflicts? If so, in what ways can or doyou participate?
5. Do you believe your ideas are taken seriously? Are they ever implemented?
6. In the company, are "ground rules" used and followed? If so what are they?
7. What kinds of resources, intrapersonal or interpersonal do you wish were available in
your company? If they do not exist now, how might they be created?
Lesson 5: Managing the Conflicts Within Copyright ©1996 by Coast Community College DistTict Transparency 27
251
Resolving Conflicts VLesson 5: Managing the Conflicts Within
Another Way
jobLink
The train clanked and raffled through the suburbs of Tokyo on a drowsy spring afternoon. Our carwas comparatively empty-a few housewives with their kids in tow, some old folks going shopping. Igazed absently at the drab houses and dusty hedgerows.
At one station the doors opened, and suddenly the afternoon quiet was shattered by a manbellowing violent, incomprehensible curses. The man staggered into our car. He wore laborer's clothingand was big drunk and dirty. Screaming he swung at a woman holding a baby. The blow sent herspinning into the laps of an elderly couple. It was a miracle that the baby was unharmed.
Terrified, the couple jumped up and scrambled toward the other end of the car. The laborer aimeda kick at the retreating back of the old woman but missed as she scuffled to safety. This so enraged thedrunk that he grabbed the metal pole in the center of the car and tried to wrench it out of its stanchion.I could see that one of his hands was cut and bleeding. The train lurched ahead, the passengers frozenwith fear. I stood up.
I was young then, some 20 years ago, and in pretty good shape. I'd been putting in a solid eighthours of Aikido training nearly every day for the past three years. I liked to throw and grapple. Ithought I was tough. The trouble was, my martial skill was untested in actual combat. As students ofAikido, we were not allowed to fight
'Aikido," my teacher had said again and again, "is the art of reconciliation. Whoever has the mindto fight has broken his connection with the universe. If you try to dominate people, you're alreadydefeated. We study how to resolve conflict, not how to start it'
I listened to his words. I tried hard. I even went so far as to cross the street to avoid the"chimpira," the pinball punks who lounged around the train stations. My forbearance exalted me. I feltboth tough and holy. In my heart, however, I wanted an absolutely legitimate opportunity whereby Imight save the innocent by destroying the guilty.
"This is it!" I said to myself as I got to my feet. "People are in danger. If I don't do something fast,somebody will probably get hurt'
Seeing me stand up, the drunk recognized a chance to focus his rage. "Aha!" he roared. "A foreigner!You need a lesson in Japanese manners!"
I held on lightly to the commuter strap overhead and gave him a slow look of disgust anddismissal. I planned to take this turkey apart, but he had to make the first move. I wanted him mad, so Ipursed my lips and blew him an insolent kiss.
"All right!" he hollered. "You're gonna get a lesson!" He gathered himself for a rush at me.
A fraction of a second before he could move, someone shouted "Hey!" It was earsplitting. Iremember the strangely joyous, lilting quality of it-as though you and a friend had been searchingdiligently for something and he had suddenly stumbled upon it. "Hey!"
252Lesson 5: Managing the Conflicts Within Copyright ©1996 by Coast Community College District Transparency 28a
Another Way(continued)
I wheeled to my left; the drunk spun to his right. We both stared down at a little old Japaneseman. He must have been well into his seventies, this tiny gentleman, sitting there immaculate in hiskimono. He took no notice of me, but beamed delightedly at the laborer, as though he had a mostimportant, most welcome secret to share.
"C'mere," the old man said in an easy vernacular, beckoning to the drunk. "C'mere and talk withme!' He waved his hands lightly.
The big man followed, as if on a string. He planted his feet belligerently in front of the oldgentleman and roared above the clacking wheels, "Why the hell should I talk to you?" The drunk nowhad his back to me. If his elbow moved so much as a millimeter, I'd drop him in his socks.
The old man continued to beam at the laborer. "Whatcha been drinkin'?" he asked, his eyessparkling with interest. "I been drinkin sake," the laborer bellowed back, "and it's none of your business!"Flecks of spittle spattered the old man.
"Oh, that's wonderful," the old man said, "absolutely wonderful! You see, I love sake, too. Everynight, me and my wife (she's 76, you know), we warm up a little bottle of sake and take it out into thegarden, and we sit on an old wooden bench. We watch the sun go down, and we look to see how ourpersimmon tree is doing. My great-grandfather planted that tree, and we worry about whether it willrecover from those ice storms we had last winter. Our tree has done better than I expected, though,especially when you consider the poor quality of the soil. It is gratifying to watch when we take oursake and go out to enjoy the evening-even when it rains!" He looked up at the laborer, eyes twinlding.
As he struggled to follow the old man, his face began to soften. His fists slowly unclenched. "Yeah,"
he said. "I love persimmons, too..!' His voice trailed off.
"Yes," said the old man, smiling "and I'm sure you have a wonderful wife!'
"No," replied the laborer. "My wife died!' Very gently, swaying with the motion of the train, the bigman began to sob. "I don't got no wife, I don't got no home, I don't got no job. I'm so ashamed ofmyself' Tears rolled down his cheeks, a spasm of despair rippled through his body.
As I stood there in my well-scrubbed youthful innocence, my make-this-world-safe-for-democracy righteousness, I felt dirtier than he was.
Then the train arrived at my stop. As the doors opened, I heard the old man cluck sympathetically.
"My, my," he said, "that is a difficult predicament indeed. Sit down here and tell me about it'
I turned my head for one last look. The laborer was sprawled on the seat with his head in the oldman's lap. The old man was sofdy stroking the filthy, matted hair.
As the train pulled away, I sat down on a bench in the station. What I had wanted to do withmuscle had been accomplished with kind words. I had just seen Aikido in action, and the essence of it
was love. I would have to practice the art with an entirely different spirit. It would be a long time before
I could speak about the resolution of conflict.
253Copyright ©1996 by Coast Community College District
Transparency 28113
Conflict Resolution VLesson 5: Managing the Conflicts Within
A Third Alternative
Job Link
1. Read "Another Way7 What is the main point of this story?
2. How did each character in the story manage conflict?
3. Can you find a personal application for this story?
4. Is there a way to apply this story to a company conflict?
5. Are conflicts always negative? How can conflicts benefit a person or a company?
6. What other emotions, problems, and kinds of stress cause inner conflict and affect theworkplace? How can they be turned into productive factors?
254Lesson 5: Managing the Conflicts Within Copyright C1996 by Coast Community College District Transparency 29
Resolving Conflicts VLesson 6: Conflicts: Heading 'em Off at the Pass
Strategies of Prevention
doblink
1. How can we prevent conflicts in the workplace? List as many strategies as you can:
2. Which stategies have you already used?
3. Which ones might be helpful for you to try in the future?
4. Which ones need to be further developed within your company?
5. Can you suggest how these strategies might be developed in your company?
Lesson 6: Conflicts: Heading 'em Off at the Pass
2r-01,.)
Copyright ©1996 by Coast Community College District Transparency 30
410
Resolving Conflicts VLesson 6: Conflicts: Heading 'em Off at the Pass JobLink
All I Really Needed to Learn, I Learned in Kindergarten
"I realized then that I already know most of what's necessary to live a meaningful life that it isn'tall that complicated. I know it. And have known it for a long, long time. Living it -well, that's anothermatter, yes? Here's my Credo:
'All I really need to know about how to live and what to do and how to be I learned inkindergarten. Wisdom was not at the top of the graduate-school mountain, but there in the sandpile ofSunday School. These are the things I learned:
"Share everything. Play fair. Don't hit people. Put things back where you found them. Clean upyour own mess. Don't take things that aren't yours. Say you're sorry when you hurt somebody Washyour hands before you eat. Flush. Warm cookies and milk are good for you. Live a balanced life-learnsome and think some and draw and paint and sing and dance and play and work every day some. Takea nap every afternoon. When you go out into the world, watch for traffic, hold hands, and sticktogether. Be aware of wonder. Remember the little seed in the Styrofoam cup: the roots go down and theplants go up and nobody really knows how or why, but we are all like that. Goldfish and hamsters andwhite mice and even the little seed in the Styrofoam cup-they all die. So do we. And then remember theDick-and-Jane books and the first word you learned-the biggest word of all-LOOK.
"Everything you need to know is in there somewhere. The Golden Rule and love and basicsanitation. Ecology and politics and equality and sane living.
"Take any one of those items and extrapolate it to your family life or your work or yourgovernment or your world and it holds true and clear and firm'.'
Robert Fulgham
For each application under uKindergarten," find an application helpful for adultuPersonal/Company" conflicts:
Kindergarten
1. Share everything. 1.
2. Play fair. 2.
3. Don't hit people. 3
4. Put things back whereyou found them.
4.
5. Clean up your own mess. 5.
6. Don't take things that aren't yours. 6.
Lesson 6: Conflicts: Heading 'em Off at the Pass
Personal/Company
256Copyright ©1996 by Coast Community College District Transparency 31a
All I Really Needed to Learn, I Learned in Kindergarten(continued)
7. Say you're sorry when 7.
you hurt somebody.
8. Wash your hands before you eat. 8.
9. Flush. 9.
10. Warm cookies and milk are good for you. 10.
11. Live a balanced life-learn some and 11.
think some and draw and paint andsing and dance and play and workevery day some.
12. Take a nap every afternoon. 12.
13. When you go out into the 13.
world, watch for traffic,hold hands, and stick together.
14. Be aware of wonder. Remember the 14.
little seed in the Styrofoam cup: theroots go down and the plants go upand nobody really knows how or why,but we are all like that.
15. Goldfish and hamsters and white mice 15.
and even the little seed in the Styro-foamcup-they all die. So do we.
16. And then remember the Dick-and-Jane 16.
books and the first word you learned-the biggest word of all-LOOK.
(Think of your schooling, your parents, your culture, your experience. What can you add?)
17. 17.
18. 18.
19. 19.
20. 20.
Copyright ©1996 by Coast Community College District
257
Transparency Mb
Resolving Conflicts 'VLesson 6: Conflicts: Heading 'em Off at the Pass Joblink
Conflict Resolution Objectives: Lessons 1-6
Goals: To help students (1) understand workplace conflicts and (2) develop skills for handling conflicts
constnictively and creatively.
Objectives of Workshop 1: "Identifying Workplace Conflicts and Ways of Resolution"1. To identify common workplace conflicts.2. To identify (a) ways of resolution that help and (b) ways that hinder.
3. To understand the meaning of consensus.
Objectives of Workshop 2: "Developing a Win-Win Attitude"1. To identify your own conflict-management style.2. To understand why Win-Win options are better solutions.3. To resolve some practical and personal workplace conflicts. [AU:"practical" OK1
Objectives of Workshop 3: "Tbols for Conflict Resolution: Speaking and ListeningConstructively°
1. To identify and improve effective speaking and listening skills.2. To use communication tools appropriately in conflict resolutions.
3. To improve communication and understanding among employees who are nativeEnglish speakers, employees for whom English is a second language (ESL), and
employees from different cultures.
Objectives of Workshop 4: "HOW to Have a Fair Fight"1. To create and use guidelines for respectful and constructive disagreement.
2. To apply these guidelines to the workplace in an effort to minimize conflict damage.
3. To use strategies necessary for creating future possibilities of conflict resolution.
Objectives of workshop 5: "Managing the Conflicts Within"1. To identify inner conflicts and ways of managing them.
2. To develop strategies and alternative ways of breaking cydes of anger and other inner
conflicts.3. To identify and create company resources useful in conflict resolution.
Objectives of Workshop 6: "Conflicts: Heading 'ern Off at the Pass"1. To learn strategies for conflict prevention.2. To develop workplace application for preventive measures.3. To present what has been learned as a useful product for the company.
Lesson 6: Conflkts: Heading 'em Off at the Pass Copyright 01996 by Coast Community College District Transparency 32
253
Resolving Conflicts 'VLesson 6: Conflicts: Heading 'em Off at the Pass
Conflict Resolution Poster
Job Link
1. Create a poster that presents what you have learned in these workshopsaposter that can be helpful to your company.
2. Add your company's logo to the poster. Make it colorful, multddimensional,informative, graphic and simple to understand.
3. Evaluate the posters to determine which is best. Using group consensus,evaluate the posters for their content, presentation, and usulness to people inyour company.
Lesson 6: Conflicts: Heading 'em Off at the Pass Copyright ©1996 by Coast Community College District Transparency 33
259
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ndle
d in
the
com
pany
.Sup
ervi
sors
then
fill
out
the
sam
e su
rvey
as
thei
r em
ploy
ees
will
. The
n th
e tr
aine
r pr
esen
ts a
n ov
ervi
ewof
the
mod
ule'
s to
pics
and
obj
ectiv
es, g
ives
the
supe
rvis
ors
a ch
ance
to "
flip
thro
ugh"
the
mod
ule,
and
allo
ws
time
for
ques
tions
and
cla
rifi
catio
n.
Supe
rvis
ors
are
then
ask
ed w
hat e
ffec
t unr
esol
ved
conf
licts
hav
e on
thei
r co
mpa
ny's
RO
I. A
list o
f
answ
ers
is c
ompi
led,
as
wel
l as
the
pote
ntia
lR
OI
of th
is m
odul
e.
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 4
266
267
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n1
Obj
ectiv
esB
y co
mpl
etin
g th
is le
sson
, sup
ervi
sors
will
be
able
to:
1.U
nder
stan
dth
e ob
ject
ives
of
the
trai
ning
thei
r em
ploy
ees
will
be
give
n.
2.P
artic
ipat
ein
the
trai
ning
and
its w
orkp
lace
app
licat
ions
.
3.R
ealiz
eth
e R
OI
bene
fit o
f th
istr
aini
ng.
Mat
eria
ls N
eede
dV
Har
dwar
e1.
Ove
rhea
d
2.M
arke
rs
3.Pa
per
and
penc
ils (
1 fo
r ea
chpe
rson
)
4.C
opie
s of
mod
ule
5.B
lank
tran
spar
enci
es
Mat
eria
ls N
eede
dT
rans
pare
ncie
sS
ION
VIS
OI
"Con
flic
ts a
t our
Com
pany
" (S
uper
viso
rT
rans
pare
ncy
1)
"Con
flic
t Res
olut
ion
Surv
ey"
(Sup
ervi
sor
Tra
nspa
renc
y 2)
"Con
flic
t Res
olut
ions
Obj
ectiv
es:
Les
sons
1-6
" (S
uper
viso
r T
rans
pare
ncy
3)
"RO
I" (
Supe
rvis
or T
rans
pare
ncy
4)
"Sup
ervi
sor's
Rol
e in
Tra
inin
g" (
Supe
rvis
orT
rans
pare
ncy
5)
"All
I R
eally
Nee
ded
to L
earn
, _7
(Sup
ervi
sor
Tra
nspa
renc
y 6)
Mat
eria
ls N
eede
dT
Han
dout
s"C
onfl
ict R
esol
utio
n Su
rvey
" (S
uper
viso
rH
ando
ut 1
)
"Con
flic
t Res
olut
ions
Obj
ectiv
es:
Les
sons
1-6
" (S
uper
viso
r H
ando
ut 2
)
[rS
1100
14
JobL
ink
Mat
eria
ls N
eede
dH
ando
uts
(con
t'd)
"RO
I" (
Supe
rvis
or H
ando
ut 3
)
"Sup
ervi
sor's
Rol
e in
Tra
inin
g"(S
uper
viso
r H
ando
ut 4
)
"All
I R
eally
Nee
ded
to L
earn
,(S
uper
viso
r H
ando
ut 5
)
Supe
rvis
or's
Pac
ket:
(H-1
thro
ugh
H-3
3fr
om S
tude
nt M
odul
e)
Cla
ssro
om S
et-u
pT
otal
Tim
e: 6
0 m
inut
esO
peni
ng-
Lar
ge G
roup
Firs
t Act
ivity
- L
arge
Gro
up
Seco
nd A
ctiv
ity-
Lar
ge G
roup
Thi
rd A
ctiv
ity-
Lar
ge G
roup
Four
th A
ctiv
ity-
Lar
ge G
roup
Fift
h A
ctiv
ity-
Smal
l Gro
ups
End
ing-
Lar
ge G
roup
15 m
in.
10 m
in.
10 m
in.
5 m
in.
5 m
in.
10 m
in.
5 m
in.
Key
Har
dwar
eT
rans
pare
ncie
sH
ando
uts
TrI
nIM
OM
Y04
4)N
ndea
lt
Lar
ge G
roup
Smal
l Gro
ups
Dis
cuss
ion
0(1.
Sign
-in
Shee
t
Supe
rvis
or L
esso
n 1
268
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t26
9Pa
ge 5
Res
olvi
ng C
onfl
icts
VSu
perv
isor
Les
son
1
1111
1R
esol
ving
Con
flict
stu
nIsr
LLL
LL n
I
Ir.*
. Lam
I
Con
flict
s at
our
Com
pany
JobL
Ink
Car
nipt
011
1% b
y C
.C
am.,
Car
r D
itrin
lapw
dzai
llegs
upar
eany
Sup
ervi
sor
Tra
nspa
renc
y 1
Supe
rvis
or L
esso
n I
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
jobl
ink
Page
6
270
BE
ST C
ON
A\jA
tA.:,
27
Res
olvi
ng C
onfl
icts
:.!?
Supe
rvis
or L
esso
n1
stir
Act
iviti
es'V
Ope
ning
: 15
Min
utes
1.W
elco
me
ever
yone
and
intr
oduc
eyo
urse
lf, J
obL
ink,
and
the
mod
ule
topi
c.
2.A
sk"H
ow a
re c
onfl
icts
at w
ork
typi
cally
han
dled
at (
com
pany
nam
e)"?
n-1)
SU
PS
IVIS
Or
Tra
nipa
nInC
y
272
Supe
rvis
or L
esso
n 1
jobU
nk
3.L
ead
a di
scus
sion
on
the
proc
ess
of c
onfl
ictr
esol
utio
n at
the
com
pany
. Wri
te d
own
on a
flip
char
t
or o
verh
ead
the
optio
nsth
e co
mpa
ny r
ecom
men
ds.
4.A
sk,
"How
do
conf
licts
bet
wee
n em
ploy
ees
or b
etw
een
supe
rvis
ors
and
empl
oyee
s ef
fect
you
r
busi
ness
? D
o th
ey h
ave
an im
pact
? H
ow?"
273
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tP
age
7
Res
olvi
ng C
onfl
icts
VSu
perv
isor
Les
son
1
MIR
esol
ving
Cou
flkt
oI
pL
osan
I
Con
flict
Res
olut
ion
Sur
vey
I.W
hat a
m th
e m
ost f
lequ
ent k
inds
of
conf
licts
in th
e w
orkp
lace
?
jobi
lnk
2H
ow d
o pe
ople
at w
ork
usua
lly d
eal w
ith c
onfl
ict?
fC
hmt m
man
y as
°if
fy to
you
r w
orbi
te)
Get
ang
ryG
ossi
p or
spr
ead
min
ors
Avo
id th
e co
nflic
tG
et a
sup
ervi
sor
to s
olve
the
conf
lict
liste
n to
one
ano
ther
car
eful
lyL
et it
go
look
for
rev
enge
in s
ome
way
Sile
ntly
iesi
st
Forc
e ot
hers
to d
o it
thei
r w
ayT
ry to
und
asta
rel t
he o
ther
per
sons
Tal
k di
fect
ly to
the
peop
le in
volv
edpo
int o
f vi
ewH
ave
a m
eetin
g to
talk
it o
ver
Oth
erT
ake
side
s
3.H
ow d
o yo
u us
ually
dea
l with
a c
ompa
ny c
onfl
id o
r w
ith a
per
sona
l °m
ad?
4.H
ow d
o yo
u w
ish
peop
le w
ould
han
dle
conf
licts
?
5.W
hat e
ffec
ts d
o un
reso
lved
osn
flic
ts h
ave
on p
eopl
e? O
n co
mpa
nies
?
6.D
escr
ibe
your
mm
pany
s po
licy
for
deal
ing
with
con
flic
ts in
the
wor
kpla
ce.
7.H
ew c
ould
we
prev
ent w
orkp
lace
con
flic
ts?
fAce
rWr
WO
O 0
IPN
b G
ra C
anan
ty C
alm
. DO
Mfa
riw
ytoo
r M
N..
II
Sup
ervi
sor
Han
dout
1, T
rans
pare
ncy
2
Supe
rvis
or L
esso
n 1
Cop
yrie
it ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
Jobb
/7k
2 P7
4ST
CO
PYA
MO
S2
7 5
Page
8
Res
olvi
ng C
onfl
icts
irSu
perv
isor
Les
son
1
Act
iviti
esFi
rst A
ctiv
ity: 1
0 M
inut
es
(MA
. VO
lupi
n/N
orno
ncom
Tnn
a$11
011M
Y
276
Supe
rvis
or L
esso
n 1
jobL
ink
1.D
istr
ibut
e th
e "C
onfl
ict R
esol
utio
n Su
rvey
", p
roje
ct it
, and
exp
lain
that
this
is th
e sa
me
surv
eyth
atw
ill b
e ta
ken
by th
e em
ploy
ees
and
used
late
r as
one
mea
ns o
f ev
alua
tion.
Ask
sup
ervi
sors
topa
rtic
ipat
e in
the
surv
ey.
2. A
llow
for
any
com
men
ts o
r qu
estio
ns o
r po
ssib
lead
ditio
ns, i
tem
s th
at m
ight
not
app
ly to
thei
rco
mpa
ny, o
r cl
arif
icat
ion
of c
ompa
ny te
rms
and
polic
ies.
277
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 9
Res
olvi
ng C
onilk
tsSupervisor Lesson
1
No
Res
olvi
ng C
onfl
icts
V00
0 rr
r L
ssn
IJo
blIn
k
Con
flict
Res
olut
ion
Obf
ectiv
es: L
esso
ns 1
-6
CO
S* T
o ha
p gu
ano
(1)u
ndas
tand
wor
kolo
ne o
ngha
s en
d (2
) &
dog
sblls
for
hao
dlin
g cc
nflic
ts
cona
nafi
vir
and
arm
ing.
Ote
eedv
to o
f W
orks
hop
1: I
dent
lfek
to W
orkp
lace
Con
flic
ts a
nd M
rs o
f R
esol
udon
-I.
To
iden
tiff
com
mon
wor
kpla
ce c
onfl
icts
2T
o id
entif
y (a
) w
ays
of I
I:so
lutio
n th
at h
elp
and
(b)
way
s th
at h
inde
r3.
To
mde
rsta
nd th
e m
eani
ng o
f co
reas
us
Obj
ectiv
es o
f W
orks
hop
2: V
evel
opIn
p V
II&
WIn
Mea
de'
LT
o id
entif
y yo
ur o
wn
conf
lict-
man
agem
ent s
tyle
2T
o un
ders
tand
why
Wn-
Win
opt
ions
are
bet
ter
solu
tions
&T
o re
solv
e so
me
prac
tical
and
per
sona
l wor
icpl
ace
conf
licts
likl
epra
ctic
ar O
r71
Old
ettiv
es o
f W
orks
hop
& T
ools
for
Cat
like
Iten
slut
lerk
Ope
oldn
g an
d U
sten
kmC
onan
sctI
ver
I.T
o id
entif
y an
d im
prov
e ef
fect
ive
spea
king
and
list
enin
g sk
ills
2T
o us
e co
mm
unic
atio
n to
ols
appe
opri
atel
y in
=ili
a re
solu
tions
.&
To
impr
ove
com
mun
icat
ion
and
unde
ctan
ding
am
ong
empl
oyee
s w
ho a
re n
ativ
eE
nglis
h sp
eake
rs, e
mpl
oyee
s fo
r w
hom
Eng
lish
is a
seo
ond
lang
uage
(E
SL),
and
empl
oyee
s fr
om d
iffe
rent
cul
ture
s.
Ote
scdv
es o
r W
orks
hop
& 'H
ow to
Hav
e a
leir
NO
WI.
To
crea
te a
nd u
se g
uide
lines
for
res
pect
ful a
nd °
inst
ruct
ive
disa
gree
men
t2
To
appl
y th
ese
guid
elin
es to
the
wor
kpla
ce in
an
effo
rt to
min
imiz
e co
ntlic
dam
age
3.T
o us
e st
rate
gic
nece
ssar
y fo
r cr
eatin
g fu
ture
pos
sibi
litie
s of
con
flic
t tes
olud
on.
Inde
cdre
s ot
Wor
ksho
p &
lean
adIn
g M
eV:a
tlas
WN
W'
I.T
o id
entif
y in
ner
conf
licts
and
way
s of
man
agin
g de
in2
To
deve
lop
stra
tegi
es a
nd a
ltern
ativ
e w
ays
of b
reak
irg
cycl
es o
f an
ger
and
othe
r in
ner
conf
licts
.3.
To
iden
tify
and
mat
e co
mpa
ny r
esou
rces
use
ful i
n co
nflic
a re
solu
tion.
Otie
cdre
s ce
Wor
ksho
p &
'Con
fect
* H
omo
'an
OR
at t
he P
oor
I.T
o ke
rn s
trat
egie
s fo
r co
nflic
t pre
vent
ion
2T
o de
velo
p w
orkp
lace
app
lictio
n fo
r pr
even
tive
mea
sure
s3.
To
pres
ent w
hat h
as b
een
lear
ned
as a
=fi
ll pr
oduc
t for
the
com
pany
lwrw
laer
las.
IC
opri
p O
M b
y C
aw C
omm
it, C
age
011.
1la
parv
bx 4
wIr
sail
2
Sup
ervi
sor
Han
dout
2, T
rans
pare
ncy
3
Supe
rvis
or L
esso
n 1
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
273
JobL
ink
RE
ST C
OPY
AV
AIL
AB
LE
Page
10
273
Res
olvi
ng C
onfl
icts
VSu
perv
isor
Les
son
1
Act
iviti
esSe
cond
Act
ivity
: 10
Min
utes
014.
T40
SA
ISIN
Iar
MO
MT
IMIN
NIM
ICV
280
Supe
rvis
or L
esso
n 1
jobL
ink
1.D
istr
ibut
e "C
onfl
ict R
esol
utio
n O
bjec
tives
: Les
sons
1-6
", p
roje
ctit
and
expl
ain
the
goal
s, th
ele
sson
title
s, a
nd th
e ob
ject
ives
.
2.A
llow
for
que
stio
ns a
nd c
omm
ents
.
281
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 1
1
Res
olvi
ng C
onfl
icts
VSu
perv
isor
Les
son
1
NE
Res
olvi
ng C
onfli
cts
lupo
rla I
RO
I
( -
I E
ffec
ts o
f un
reso
lved
con
flic
ts o
r po
or r
esol
utio
n sk
ills:
( +
) E
ffec
ts o
f re
solv
ed c
onfl
icts
or
good
res
olut
ion
skill
s:
Com
men
ts/Q
uest
ions
:
Sw
rlece
Yue
n I
Jolt*
*
Cep
rip 1
1011
1b7
Ca.
Cc*
, Cal
e D
M.
Ilarw
w.w
Imm
q
Sup
ervi
sor
Han
dout
3, T
rans
pare
ncy
4
Supe
rvis
or L
esso
n 1
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
282
RP.
ST C
OP
JobL
ink
283
Page
12
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n1
Act
iviti
esT
hird
Act
ivity
: 5 M
inut
es
1.Pr
ojec
t "R
OI"
on
the
over
head
and
dis
trib
ute
the
hand
out.
2. A
sk s
uper
viso
rs f
or n
egat
ive
effe
ct o
n R
OI
due
to u
nres
olve
d co
nflic
t in
the
com
pany
.
3. A
sk a
nd/o
r pr
ovid
e po
sitiv
e R
OI
fact
ors
as a
res
ult o
f th
is ta
inin
g.
014.
743
IMP
IA11
01r
mam
atr
nsom
na
284
Supe
rvis
or L
esso
n 1
jobL
ink
285
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 1
3
Res
olvi
ng C
onfl
kts
Supe
rvis
or L
esso
n1
1111
1 R
esol
ving
(ev
ince
s
Sup
ervi
sors
Rol
e In
Tra
inin
g
Gen
eral
ly it
wou
ld b
e he
lpfu
l to
be e
ven
of w
hat y
our
empl
oyee
s ar
t wor
king
on
each
wee
k.Y
our
list o
f le
sson
Obj
ectiv
e: 1
-6' W
ill h
elp
you
do th
is. I
t wou
ld b
e be
nefi
dal t
o re
ad n
orm
of
the
men
d an
d do
som
e of
the
activ
ites
alon
g w
ith th
en(B
eing
-in
itw
ith th
an w
ill y
ield
the
gree
test
pay
of)
A p
acke
t of
trat
eria
b ve
il be
giv
en to
you
for
this
pur
pose
The
se a
re g
erer
al g
uidd
ines
you
nay
use
as
tirne
and
opp
ortu
nity
per
mit.
As
you
know
. the
mot
e &
re a
nd e
nerg
y in
vest
ed th
e hi
gher
wit
be th
e re
um-f
or th
e er
roby
en y
outs
eR a
ndth
es c
onpa
ny.
LO
OM
t M
angy
CO
MM
and
Way
s of
Rei
cado
n In
the
Wor
kpla
ce
Wha
t you
can
cis
:G
o O
ber
the
Coa
le R
esol
utio
n L
og w
ith y
our
empl
oyee
sW
hat t
o w
atch
for
Em
ploy
ees
will
beg
in 'C
onfl
ict R
esol
utio
n lo
gs th
is s
veek
Que
non.
to a
sh'W
hat i
s co
nflic
t rec
issi
onT
'Wha
t enr
ilkts
do
you
see
in th
e w
orkp
lam
that
eff
ect y
our
job?
'D
iscu
ssio
n to
pics
:H
ow d
o co
nfkb
neg
ativ
ely
affe
ct o
w p
rodu
ctiv
ity a
nd m
onk?
Wha
t can
we
do to
mot
h co
nsen
sus?
Lem
an I
DeV
alop
ing
-ter
pvie
r A
ttitu
de
Wha
t you
can
do:
Con
tinue
par
ticip
atio
n an
d di
scus
sion
of
the
loge
Rea
d 'A
Hol
e in
the
Boa
t' E
ncou
rage
the
voca
bula
ry. d
iscu
ssio
n o(
and
app
licat
iora
of
a "W
in-
Wm
rni
ndse
t with
in te
ams
cells
and
dep
artm
ents
.W
hat t
o w
atch
for
App
licat
ion
of a
Win
-Win
min
dse
in r
esol
ving
con
flic
tsQ
uest
ions
to a
sk:
Wha
t is
a W
m -
Wm
' nei
ther
'How
can
we
appl
y it
to r
esol
ving
conf
lichr
Dis
cuss
ion
topi
cs:
Dis
cuss
how
the
'Hol
e in
the
Boa
f ap
plie
s to
wor
k si
tuot
ions
.
Moo
n &
RO
N f
or C
anal
& it
atof
ftlo
st S
past
Ing
eats
lies
nIng
eco
reaw
asal
y
Wha
t you
can
do:
Con
tinue
obs
erva
tions
, ero
des
and
disc
ussi
on o
f lo
ge R
ead
"Con
anun
icat
ion
Tip
' and
do
the
'Sel
f-E
valu
atio
n' R
ead
'ESL
& C
ross
-C
ultu
ral C
ortm
unic
atio
re E
ncou
nge
E. m
ikes
to F
nctic
e th
eir
skilb
.W
hat t
o ve
tch
for.
Em
ploy
ce a
skin
g no
m &
seam
s fo
r un
ders
tand
ing
Qua
tions
to a
sk:
'How
doe
bei
nggo
Od
Cel
linill
nica
tor
aid
in c
onfl
ict r
esol
utio
n?' '
Whi
chof
the
com
mun
icat
ion
skill
s do
you
thin
k yo
u ar
e ge
od e
r W
hich
of
the
com
mun
icat
ion
ski&
wou
ld y
ou W
ee to
get
bet
ter
afr
Tio
w d
o yo
u pl
an to
do ti
ler
Dis
cuss
ion
topi
cs:
How
can
we
help
eac
h ot
he c
omm
unic
ate
bette
r?
Abb
bas
Lam
IC
amp
1.1;
b, C
OM
A G
assa
nly
Can
er I
le.
I N
osie
st
Supe
rvis
or L
esso
n 1
286
JobL
ink
Sup
ervi
sors
Rol
e In
Tra
inin
g(c
ontin
ued)
Lad
en lk
Now
to N
ina
a Pa
r R
OW
Whe
t you
can
do:
Wha
t to
',lat
h fo
r
Que
stio
ns to
ask
:
Dis
cuss
ion
topi
cs:
Con
tinue
par
ticip
airg
in th
e di
scus
sion
of
the
loge
Ree
d lip
s fo
rD
isag
eerr
ente
and
thra
tege
s! E
ncou
rage
thei
r im
plem
enta
tion.
Giv
e an
yob
serv
atio
ra. f
eedb
ack
or s
ugge
stio
ns to
the
trai
ner
so th
at a
ny r
sobo
ary
adju
stm
ents
nig
ht b
e m
ode
Con
stru
ctiv
e di
oagr
eane
nts
resp
ecth
il ap
nea&
sae
s of
str
ateg
ies
inre
solv
ing
corn
etA
re y
ou u
sing
any
str
ange
in y
our
trai
ning
to h
elp
in d
uagr
enne
ras?
Has
anyo
re b
een
resp
octf
ul to
you
din
ing
a re
cent
con
flic
t?'D
og e
st d
og w
orld
' Rul
es f
orfa
ir f
ght S
trat
egie
s an
d O
p fo
ref
isag
reer
nent
e.
Wow
& li
sreg
Ing
Ceo
lgot
sWith
is
Wha
t you
can
do:
Con
tinue
obs
erva
tions
, ent
riet
and
dis
cret
ion
of lo
ge R
ead
'See
rsA
roth
e Po
int o
f Y
aw...
* D
o an
d di
scus
s W
orkp
lace
Res
ourc
es!
Rea
d'A
noth
er W
ay!
Enc
oura
ge u
mbr
a to
use
thei
r kn
owle
dge
and
sills
at
hom
e an
d at
wor
kW
hat t
o w
atch
for
Way
s an
gora
try
to b
roh
the
cycl
e of
/Ing
e Pe
ople
who
der
nora
trat
esk
ill in
fin
ding
hdp
ful a
ltern
ativ
es to
cha
fing
'nth
ang
er a
t wor
kQ
uest
ions
to a
skW
hat r
esou
rces
ae
wad
able
or
need
ed e
t eon
wor
ksite
to h
elp
in c
onfl
ict
and
ange
r re
toin
ion?
Dis
cuss
ion
topi
cs:
Wha
t str
ateg
ies
couk
l we
impl
erre
nt in
our
dep
art:n
en to
bet
ter
man
age
conf
licts
and
ang
a?
Loa
m to
Con
alm
Nte
da m
Off
a M
s la
s
Who
you
can
do:
Con
tinue
VA
AL
on
logs
.' H
elp
conf
lict o
bser
vatio
n co
nflic
t nan
ager
nent
.an
d w
in-w
in b
ecom
e m
inds
ets
in y
our
wor
k ar
ena.
Rer
ead
the
'Con
flic
tR
esol
utio
n O
bjec
tives
: Les
sons
Ise
Rer
ead
Wor
kpla
ce a
Com
mun
ity b
yFt
* A
pp-e
ciat
e an
d ar
mor
er p
our
=po
re, w
ith n
tgar
el to
thei
r tr
aini
ngef
fort
s an
d ap
plic
atio
no to
the
wor
kpla
ce B
e in
tere
sted
in th
eir
proj
ect
Foot
ers
and
find
way
s to
bri
ng th
e id
eas
into
oth
er p
arts
of
your
art
a or
corn
pany
Con
tinua
lly e
mph
asiz
e th
e R
OI
aspe
ct o
f co
nflic
t res
olut
ions
Wha
t to
wat
ch f
orE
mpl
oyee
s im
plem
enta
tion
of tr
aini
ng in
Tal
k "o
rbit
cont
ras.
Way
s to
fici
fita
te c
onfl
ict r
esol
utio
n Pr
oteg
es a
ncV
prev
erst
ion.
The
eff
ect o
f co
nflic
tre
solu
tions
on
com
pany
RO
IQ
uest
ions
to a
sk:
How
can
our
dep
eone
rst t
rans
fer
Pe c
onfi
ct r
esol
utio
n tr
aini
ng a
nd I
nutl
into
the
stru
ctur
e of
our
com
pany
? H
ow c
an e
ach
situ
atio
n in
my
depa
rtm
ent b
ecom
e a
win
-win
* pc
mad
ity?
Dis
cuss
ion
Top
ics:
How
can
we
cont
inua
Dy
impl
emen
t sim
ple
stra
tegi
es s
uch
as 'w
hat s
vele
arne
d in
Kin
derg
arte
n; in
pre
vent
ativ
e w
ays
and
in c
onfl
ict r
esol
utio
n?
Arp
viur
r L
am I
['plig
ht 0
1016
be
Ow
l Car
essi
ly C
al*
Dad
alo
w d
ay M
asY
st
Sup
ervi
sor
Han
dout
4, T
rans
pare
ncy
5
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
287
Page
14
411)
PtIV
AB
LE11
10
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n1
Act
iviti
esFo
urth
Act
ivity
: 5 M
inut
es
044.
SU
PO
MIO
rN
NIC
blit
TrI
nwer
onct
JobL
ink
1.D
istr
ibut
e"S
uper
viso
r's R
ole
in T
rain
ing"
,pr
ojec
tit,
and
expl
ain
how
sup
ervi
sors
can
ass
ist a
ndhe
lp tr
ansf
er th
is tr
aini
ng in
to th
e w
orkp
lace
.
2.A
llOW
for
que
stio
ns, c
lari
fica
tions
, and
add
ition
s (o
rsu
btra
ctio
ns, i
f ne
cess
ary)
.
289
283
Supe
rvis
or L
esso
n 1
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 1
5
Res
olvi
ng C
onfl
kts
Supe
rvis
or L
esso
n1
/111
1 II
Lone
ly's
' Con
flict
sIn
pris
r ss
sss
nI
Joba
rk
An
I Rea
lly N
eede
d to
Lea
rn, I
Lea
rned
in K
inde
rgar
ten
1 re
eked
then
that
I al
read
y kn
ow m
ost o
f wha
t's n
eces
sary
to E
ve a
mea
ning
ful l
ife -
that
it is
n't
all t
hat c
ompl
icat
ed I
know
it A
nd h
ave
know
n it
for
a lo
ng lo
ng ti
me
livin
g it
-wel
l tha
t's a
noth
erm
atte
r, y
es?
Her
e. m
y C
redo
:'1
4111
red
ly n
eed
to k
now
abo
ut h
ow to
live
ard
wha
t to
do a
nd h
ow to
be
I lea
rned
inki
nder
gart
en. W
isdo
m w
as n
ot e
t the
top
of th
e gr
adua
te-s
choo
l mou
ntai
n bu
t the
re in
the
sand
pile
of
Sun
day
Sch
ool T
hese
an
the
thin
gs I
lear
ned:
'Sha
re e
very
thin
g P
lay
fair
Don
t hit
peop
le P
ut th
ings
bac
k w
here
you
foun
d th
em C
lean
up
your
ow
n m
en. D
ont t
ake
thin
gs th
at a
ren'
t yam
s. S
ay y
ou're
son
y w
hen
you
hurt
som
ebod
y W
ash
your
han
ds b
efor
e yo
u ea
t Flu
sh W
arm
coo
kies
and
nril
k ot
e go
od fo
r yo
u Li
veba
lanc
ed li
e-le
arn
som
e an
d th
ink
som
e an
d dr
aw a
nd p
aint
and
sin
g an
d da
nce
ard
play
end
wor
k ev
ery
day
som
e T
ake
a na
p m
atey
afte
rnoo
n W
hen
you
go o
ut in
to th
e w
orld
wat
ch fo
r tr
afflo
hol
d ha
n ds
. and
dic
kto
geth
er B
e m
ere
of w
onde
r R
emem
ber
the
little
see
d in
the
Sty
rofo
am c
up: t
he r
oots
go
dow
n an
d th
epl
ane
go u
p an
d no
body
mol
ly k
now
s ho
w o
r w
hy, b
ut w
e ar
e el
l Eke
that
Gol
dfis
h an
d ha
nsom
and
whi
te m
ke a
nd e
ven
the
little
see
d in
the
Sty
rofo
arn
cup-
they
all
die
So
do w
e A
nd th
en te
rrer
nber
the
Dic
k-an
d-Ja
ne b
ooks
and
the
first
wor
d yo
u th
awed
-the
big
gest
wor
d of
all-
LOO
K.
'Eve
ryth
ing
you
need
to b
row
is in
ther
e so
mew
here
The
Gol
den
Rul
e an
d lo
ve a
nd b
asic
sani
tatio
n E
oolo
gi a
nd p
oliti
cs a
nd e
qual
ity a
nd la
ne li
ving
lake
my
one
of th
ose
keno
and
onr
apol
ate
it to
you
r fe
rret
y lif
e or
you
r w
ork
or y
our
gove
rnm
ent o
r yo
ur w
orld
and
it h
olds
tme
and
dear
and
firn
i
Rot
el P
utgl
iani
For
lath
ara
lloan
on u
ncle
' Inn
eler
apar
tan.
fad
an a
nplo
anan
MO
M fo
f ant
eV
arso
nal/C
ompa
nr c
onta
ct*
khaf
arga
rtan
1.S
hare
eve
ythi
ngI.
2.P
lay
fait
2
3,D
on't
ha p
eopl
e3
4P
ut th
ings
bac
k w
here
you
foun
d th
en
3C
lean
up
your
ow
n ris
me
S.
aD
on't
take
thin
gs th
at a
mn'
t you
rs.
6.
Pan
1011
01C
ompa
rty
**rn
as te
em I
Cap
9I30
013
14 b
y C
aul C
esea
str,
DO
.Im
pere
tern
eass
arne
rn
Supe
rvis
or L
esso
n 1
290
Jobl
ink
All
I Rea
lly N
eede
d to
Lea
rn, I
Lea
rned
in K
inde
rgar
ten
(con
tinue
d)
7.S
ay y
ou're
sor
ry w
hen
7.
you
hurt
som
ebod
y.
&W
ash
your
han
ds b
efor
e yo
u ea
t
9.R
ush.
9.
10.
War
n, c
ooki
es a
nd m
ilk a
re g
ood
for
you
10.
11.
Live
a b
alan
ced
life-
lesm
som
e an
d11
.
thin
k so
me
and
draw
and
poi
nt a
idsi
ng a
nd d
ance
and
Fla
y an
d w
ork
ever
y cl
ey s
ome
12T
ake
nap
ever
y af
tern
oon.
12.
13,
Whe
n yo
u go
out
Oto
the
wor
ld w
atch
for
oaf&
hold
han
ds, a
nd s
tick
toge
ther
13,
14.
Be
awar
e of
won
der
Rem
embe
r th
e14
,
little
wed
in d
v S
tyro
foam
cup
: the
root
s go
dow
n an
d th
e gi
ants
go
upan
d no
body
rea
lly b
row
s ho
w o
r w
hy,
but a
th a
re a
ll lik
e th
at
13G
oktfi
sh a
nd h
amst
ers
and
whi
te m
ice
15.
and
even
the
lithe
see
d in
the
Sto
o-fo
arn
cup-
they
all
die.
So
do w
e
ILA
nd th
en r
etne
lther
the
Dic
k-an
d-la
neIt
book
s an
d th
e fir
st w
ord
you
team
ed-
the
bigg
est w
ord
of a
ll-LO
OK
.
(Thi
nk o
f you
r sc
hool
ing
your
par
e*. y
our
cultu
re. y
our
cthe
rienc
e W
hat c
an y
ou a
dd?)
17.
17.
ItI&
19,
19.
20.
20.
firre
loar
Lam
I4w
4ta
33A
lt or
Ca.
Cm
sray
Cai
p M
OM
Sop
onls
or Il
tmA
. A
Sup
ervi
sor
Han
dout
5, T
rans
pare
ncy
6
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
BE
ST C
OPY
AV
AIL
AB
LE
291
Page
16
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n1
-A
ctiv
ities
V F
ifth
Act
ivity
: 10
Min
utes
(O
ptio
nal)
1.D
istr
ibut
e"A
ll I
Rea
lly N
eed,
.."
and
proj
ect i
t on
the
over
head
.
2.R
ead
Fulg
ham
's in
trod
uctio
n al
oud.
3.D
ivid
e su
perv
isor
s in
to s
mal
l gro
ups.
4.A
sk th
em to
det
erm
ine
wor
kpla
ce a
pplic
atio
nsfo
r ea
ch s
impl
e pr
inci
ple.
5.In
the
larg
e gr
oup,
ask
for
res
pons
es.
OU
DW
1111
0?11
1111
00U
t
TT
NItg
lf011
ef
292
Supe
rvis
or L
esso
n 1
JobL
ink
3
Cop
yrie
tt ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 1
7
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n1
Act
iviti
esE
ndin
g: 5
Min
utes
Res
tate
the
obje
ctiv
es f
or th
is s
essi
on.
2.R
emin
dsu
perv
isor
s of
the
trai
ning
goa
l.
3.E
ncou
rage
thei
r su
ppor
t of
empl
oyee
s du
ring
this
trai
ning
.
4.R
emin
dth
em o
f th
e w
orkp
lace
pay
off.
5. w
elco
me
any
obse
rvat
ions
, inp
ut, o
r su
gges
tions
dur
ing
the
trai
ning
.
6.R
emin
dth
em o
f th
eir
post
-ses
sion
dat
e an
d tim
e.
7.T
hank
them
for
thei
r su
ppor
t and
say
goo
d-by
e.
294
Supe
rvis
or L
esso
n 1
295
jobL
ink
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 1
9
Job
Lin
k
Win
ning
At
Wor
k 296
Res
olvi
ngC
onfl
icts
Get
ting
Alo
ng W
ith C
o-W
orke
rs
Sup
ervi
sor
Less
on 2
297
Res
olvi
ng C
onfl
icts
'TSu
perv
isor
Les
son
2
'V L
esso
n D
escr
iptio
n
Supe
rvis
or L
esso
n 2
jobL
ink
Thi
s se
ssio
n is
inte
nded
to h
elp
supe
rvis
ors
eval
uate
the
trai
ning
thei
r em
ploy
ees
wer
e gi
ven
and
to
dete
rmin
e w
ays
to e
xten
d th
e tr
aini
ng in
to c
ontin
ued
wor
kpla
ce a
pplic
atio
n.
The
ses
sion
beg
ins
with
sup
ervi
sors
fill
ing
out a
Pos
t-Su
rvey
, whi
ch b
ecom
es th
e ba
sis
for
a
disc
ussi
on o
f th
eir
obse
rvat
ions
and
rea
ctio
ns.
The
inst
ruct
or th
en p
rese
nts
obse
rvat
ions
, eva
luat
ions
, and
rec
omm
enda
tions
bas
ed o
n ih
e tr
aini
ng
sess
ions
and
pos
t ass
essm
ents
. RO
I is
eva
luat
ed in
ligh
t of
supe
rvis
or/in
stru
ctor
com
men
ts. T
his
is
follo
wed
by
a qu
estio
n-an
d-an
swer
, ope
n-di
scus
sion
.
The
last
act
ivity
giv
es s
uper
viso
rs a
n op
port
unity
to e
xplo
re "
Wha
t's N
ext?
" w
ith th
e in
stru
ctor
serv
ing
as a
fac
ilita
tor
for
futu
re im
plem
enta
tion
of th
e co
nflic
t res
olut
ion
know
ledg
e an
d sk
ills
with
in th
is p
artic
ular
com
pany
.
293
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
229
9
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n 2
Obj
ectiv
esB
y co
mpl
etin
g th
is le
sson
, sup
ervi
sors
will
be
able
to:
1.E
valu
ate
the
trai
ning
giv
en in
light
of
pres
ent a
nd f
utur
ebe
nefi
t
2.R
ecei
ve in
form
atio
n to
hel
p
impl
emen
tatio
n.
3.D
eter
min
ene
xt-s
tep
appl
icat
ions
for
the
wor
kpla
ce.
Mat
eria
ls N
eede
dH
ardw
are
1.O
verh
ead
2.M
arke
rs
3.Pa
per
and
penc
ils (
1fo
r ea
ch p
erso
n)
4.B
lank
tran
spar
enci
es (
3)
5.Po
ster
s fr
om S
tude
nt L
esso
n 6
Tra
nspa
renc
ies
"Con
flic
t Res
olut
ion
Obj
ectiv
es:
Les
sons
1-6
" (S
up.
1, T
-3)
"Wha
t's N
ext?
" (S
uper
viso
r T
rans
pare
ncy
7)
IUm
nlor
Tra
nild
rIM
T
Han
dout
s"W
hat's
Nex
t?"
(Sup
ervi
sor
Han
dout
6)
19an
""be
rlIN
ICIO
IR
JobL
ink
Cla
ssro
om S
et-u
pT
otal
Tim
e: 6
0 m
inut
es
Ope
ning
- L
arge
Gro
up
Firs
t Act
ivity
- L
arge
Gro
up
Seco
nd A
ctiv
ity-
Lar
ge G
roup
Thi
rd A
ctiv
ity-
Lar
ge G
roup
Four
th A
ctiv
ity-
Smal
l Gro
ups
End
ing-
Lar
ge G
roup
5 m
in.
15 m
in.
15 m
in.
10m
M.
10 m
in.
5 m
in.
'T K
eyH
ardw
are
Tra
nspa
renc
ies
Han
dout
s
mor
man
ncv
Lar
ge G
roup
Smal
l Gro
ups
Dis
cuss
ion
0)04
Sign
-in
Shee
t
Supe
rvis
or L
esso
n 2
200
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t30
1Pa
ge 2
3
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n 2
11.1
Res
olvi
ngC
.011
.1 "
1,lu
p.. L
Joitk
ik
Con
flic
t Res
olut
ion
Obj
ectiv
es: L
esso
ns 1
-6
GP
I& T
O Id
, rld
eal (
I) In
lekr
$10/
4 M
AS
CO
MO
M m
id (
2) d
odop
*lb
* ha
fffkg
=P
sco
nnnu
dvd7
and
mak
*
01W
0hs
of M
aim
1. l
isah
lkyl
np W
elph
eoC
ON
OC
O a
nd Il
falfs
Of B
owm
an*
I.T
o id
entif
Y c
omm
on w
orkp
lace
con
flict
s2
lb id
entif
y (a
) w
ays
of a
mbi
tion
that
hel
p an
d (h
i way
s th
at N
nclo
t3.
lb c
mde
rsta
nd th
e m
eani
rg o
f cor
mst
a
Ckg
salla
ss 0
VIC
OM
INO
P'C
hhic
hIng
W1n
-Win
mot
orI.
To
iden
tify
your
ow
n co
nflic
t-m
anag
emen
t sty
le2
lb fr
oder
nand
why
Wiri
-Vfin
opt
ions
Ile
bette
r so
lutio
ns.
3.T
b m
oist
sam
e pr
actic
al a
nd p
erso
nal w
orkp
lace
cord
icti
lAU
sith
cai 0
121
fittg
acis
osof
Wor
ksho
pI,
"foo
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rC
anaa
n R
osol
udow
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irkw
Incl
Use
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pea
nsev
evor
I.lb
iden
tify
and
impr
ove
effe
ctiv
e sp
ellin
g an
d lis
teni
ng a
ils2
lb u
se c
omm
unic
atio
n to
ob a
ppro
pria
tely
in c
onfli
ct te
solu
tions
.&
lb im
prov
e co
mm
unic
atio
n an
d un
ders
tand
ing
arno
ng e
mpl
oyes
who
MN
nat
ive
Eng
ish
sput
a% e
mpl
oyee
s fo
r w
hom
Eng
lish
b a
seco
nd la
ngua
ge (
ES
). a
ndem
ploy
ees
from
diff
eren
t who
m.
Cit1
0011
01 O
f mat
rao
-wm
to S
emN
W R
OC
I.lb
mat
e an
d us
e gu
idel
ines
for
resp
ectfu
l and
con
stru
ctiv
e di
sagm
emen
t2
lb a
pply
thes
e gu
idel
ines
to th
e w
orkp
lace
in a
n ef
fort
to m
inim
ize
conf
lict d
amag
e&
To
um s
trat
egie
s ne
cess
ary
kir
clea
ting
futu
re p
ossi
bilit
ies
of c
onfli
ct n
achz
ion
Otle
elha
n O
f W
orks
hop
& il
lanw
prw
Ws
Mal
lets
WN
WI.
To
iden
tify
inne
r co
nflic
ts a
rel w
ays
of m
anag
ing
them
2T
b de
velo
p st
rate
gies
and
alte
rnat
ive
way
s of
bre
akin
g cy
cles
of a
nger
and
oth
er in
ner
conf
lict&
3.T
o id
en*
and
aeat
e co
mpa
ny r
esou
rces
fate
ful i
n co
nflic
t tes
olut
ion
Oth
wev
w o
f W
orkd
rop
Ton
fikt
s. N
wel
lnp
'am
OW
st W
Ow
eI.
lb le
an o
trat
egie
s fo
r co
nflic
t pre
vent
ion
2lb
dev
elop
wot
icpl
ace
appl
icat
ion
for
prev
entiv
e m
east
res.
3.T
O p
rese
nt w
hat h
as b
een
lear
ned
asa
tact
ful p
rodu
ct f
or th
e co
mpa
ny.
kpro
ba Y
uen
IC
AT
IVO
010
1to
man
lip 4
1114
p1W
OS
brov
lsor
linm
wer
mly
Sup
ervi
sor
Tra
nspa
renc
y 3
Supe
rvis
or L
esso
n 2
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
302
jobL
ink
BE
ST C
OPY
AV
AIL
AB
LE
303
Page
24
L'e)
Res
olvi
ng C
onfl
icts
Supervisor Lesson 2
c."
Act
iviti
es
V F
irst
Act
ivity
: 15
Min
utes
jobl
ink
1.E
ncou
rage
them
to s
hare
thei
r ob
serv
atio
ns, r
eact
ions
,an
d ev
alua
tions
of
the
trai
ning
ses
sion
s
and/
or th
emse
lves
.
2. R
ecor
d su
perv
isor
's c
omm
ents
and
bri
ng th
emba
ck to
Job
Lin
k.
306
307
Supe
rvis
or L
esso
n 2
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
7
Res
olvi
ng C
onfl
icts
.7Supervisor Lesson 2
Act
iviti
esr
Seco
nd A
ctiv
ity: 1
5 M
inut
es
303
Job
Lin
k
shar
e yo
ur o
bser
vatio
ns, e
valu
atio
ns, a
nd r
ecom
men
datio
ns b
ased
on
the
six
sess
ions
and
asse
ssm
ent t
ools
. (T
re/P
ost s
urve
ys/te
sts,
fin
al p
oste
rs,
"Con
flic
t Res
olut
ion
Log
s,"
dass
part
icip
atio
n, e
tc.)
. Mak
e a
copy
for
Job
Lin
k.
2.
Pres
ent s
tude
nt-m
ade
post
ers
as a
gra
phic
, con
cise
eva
luat
ion
ofw
hat h
as b
een
lear
ned.
.E
ncou
rage
the
use
of th
ese
post
ers
with
in th
e co
mpa
ny. E
xplo
re w
ith s
uper
viso
rsth
e po
ssib
ilitie
sof
aw
ardi
ng th
e be
st p
oste
r (o
r al
l pos
ters
) so
me
spec
ial h
onor
by
the
com
pany
, dep
artm
ent
and
cell.
3. Allow
for
ques
tions
and
cla
rifi
catio
ns.
309
Supe
rvis
or L
esso
n 2
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 2
9
obR
esol
ving
Con
flic
tsSu
perv
isor
Les
son
2
). licts
vitta
es
Thi
rd A
ctiv
ity: 1
0 M
inut
es
310
jobL
ink
Lea
d su
perv
isor
s in
a d
iscu
ssio
n of
an
eval
uatio
n of
pre
sent
and
fut
ure
RO
I fo
r th
eir
com
pany
("B
e on
the
look
out f
or f
utur
e be
nefi
ts")
, bas
ed o
n th
eir
prev
ious
com
men
ts a
nd e
valu
atio
ns.
2.Fa
cilit
ate
an o
pen
disc
ussi
on a
s to
wha
t thi
s al
l mea
ns f
or th
e co
mpa
ny, t
he e
mpl
oyee
s, a
ndth
e su
perv
isor
s.
311
Supe
rvis
or L
esso
n 2
Cop
yrig
ht C
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 3
1
Res
olvi
ng C
onfl
icts
VSu
perv
isor
Les
son
2
Supe
rvis
or L
esso
n 2
312
Res
olvi
ng C
onfli
cts
lupr
iar
Loa
tton
2
Wha
rs N
ext?
Jobi
lth
I.W
hat a
spec
ts o
f the
trai
ning
did
you
find
hel
pful
for
your
em
ploy
ees?
2H
ow d
id y
ou s
ee th
e tr
aini
ng b
eing
use
d ba
ck a
t wor
k?
&W
hat a
re y
ou c
urni
ntly
doi
ng to
sup
port
the
trai
ning
you
r em
ploy
ees
ham
rec
eive
d?
4.W
hat c
ould
you
do
that
you
are
not
doi
ng r
ow to
sup
port
the
cont
inue
d us
e of
the
skill
s
your
em
ploy
ees
lear
red
in a
linin
g?
5.W
here
do
you
reco
mm
end
we
go fr
om h
ere?
Upp
ett 0
104
by c
e. C
omm
., C
allb
p M
eta
Sup
ervi
sor
Han
dout
6, T
rans
pare
ncy
7
Cop
yrig
ht 0
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
t
LaIM
Oi8
,5
jobL
ink
Page
32
313
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n 2
Act
iviti
esFo
urth
Act
ivity
: 10
Min
utes
.D
ivid
esu
perv
isor
s in
to s
mal
l gro
ups.
014.
T.7
)IR
IPN
VIK
R2.
Nsn
eout
Tre
nsin
rwm
3. 4. 5. 6.
314
JobL
ink
Dis
trib
ute,
pro
ject
and
ask
them
to d
iscu
ss "
Wha
t's N
ext?
'; so
as
to e
xplo
reth
e ne
xt s
teps
inim
plem
enfi
ng c
onfl
ict-
reso
lutio
n tr
aini
ng a
nd s
kill
deve
lopm
ent.
Ask
supe
rvis
ors
to s
hare
som
e of
thei
r st
eps
with
the
who
le g
roup
.
wri
te th
eir
step
s on
a b
lank
tran
spar
ency
.
Det
erm
ine
toge
ther
whe
ther
ther
e is
any
con
sens
us-a
nd if
so,
indi
cate
it.
If a
ppro
pria
te,
reco
mm
end
othe
r Jo
bLin
k m
odul
es o
r re
sour
ces
as b
ridg
esfo
r th
e de
sire
d st
eps.
315
Supe
rvis
or L
esso
n 2
Cop
yrig
ht ©
1996
by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 3
3
Res
olvi
ng C
onfl
icts
Supe
rvis
or L
esso
n 2
Act
iviti
esE
ndin
g: 5
Min
utes
Jobl
ink
1.R
esta
te, i
n su
mm
ary
form
, the
goal
s an
d ob
ject
ives
of
the
Con
flic
tR
esol
utio
n le
sson
, as
wel
l as
thos
e of
the
supe
rvis
or s
essi
ons.
2. E
ncou
rage
ong
oing
impl
emen
tatio
n,in
volv
emen
t and
sup
port
of
wha
t has
bee
n le
arne
d in
this
mod
ule.
3. T
hank
sup
ervi
sors
for
thei
r tim
e, p
artic
ipat
ion,
and
sup
port
. Rem
ind
them
that
thei
r in
vest
men
t
will
bri
ng f
urth
er R
OI.
4.co
llect
mat
eria
ls a
nd s
ay g
ood-
bye!
317
316
Supe
rvis
or L
esso
n 2
Cop
yrig
ht C
)199
6 by
Coa
st C
omm
unity
Col
lege
Dis
tric
tPa
ge 3
5
Resolving Conflicts I"Supervisor Lesson 1
Conflict Resolution Survey
1. What are the most frequent kinds of conflicts in the workplace?
jobLink
2. How do people at work usually deal with conflicts? (Check as many as apply to your worksite.)
Get angryAvoid the conflictListen to one another carefullyLook for revenge in some wayForce others to do it their wayTalk directly to the people involvedHave a meeting to talk it overTake sides
Gossip or spread rumorsGet a supervisor to solve the conflictLet it go
Silently resistTry to understand the other personspoint of viewOther
3. How do you usually deal with a company conflict or with a personal conflict?
4. How do you wish people would handle conflicts?
5. What effects do unresolved conflicts have on people? On companies?
6. Describe your companys policy for dealing with conflicts in the workplace.
7. How could we prevent workplace conflicts?
318Supervisor Lesson 1 Copyright ©1996 by Coast Community College District Supervisor Handout 1
Resolving ConflictsSupervisor Lesson 1 Joblink
Conflict Resolution Objectives: Lessons 1-6
Goals: To help students (1) understand workplace conflicts and (2) develop skills for handling conflicts
constructively and creatively.
Objectives of Workshop 1: "Identifying Workplace Conflicts and Ways of Resolution"1. To identify common workplace conflicts.2. To identify (a) ways of resolution that help and (b) ways that hinder.3. To understand the meaning of consensus.
Objectives of Workshop 2: "Developing a Win-Win Attitude"1. To identify your own conflict-management style.2. To understand why Win-Win options are better solutions.3. To resolve some practical and personal workplace conflicts. [AU:"practical" OP]
Objectives of Workshop 3: "Tools for Conflict Resolution: Speaking and ListeningConstructively"
1. To identify and improve effective speaking and listening skills.2. To use communication tools appropriately in conflict resolutions.3. To improve communication and understanding among employees who are native
English speakers, employees for whom English is a second language (ESL), andemployees from different cultures.
ObjeCtives of Workshop 4: "HOW to Have a Fair Fight"1. To create and use guidelines for respectful and constructive disagreement.2. To apply these guidelines to the workplace in an effort to minimize conflict damage.3. To use strategies necessary for creating future possibilities of conflict resolution.
Objectives of Workshop 5: "Managing the Conflicts Within"1. To identify inner conflicts and ways of managing them.2. To develop strategies and alternative ways of breaking cydes of anger and other inner
conflicts.3. To identify and create company resources useful in conflict resolution.
Objectives of Workshop 6: "Conflicts: Heading 'em Off at the Pass"1. To learn strategies for conflict prevention.2. To develop workplace application for preventive measures.3. To present what has been learned as a useful product for the company.
Supervisor Lesson 1
319Copyright ©1996 by Coast Community College District Supervisor Handout 2
Resolving ConflictsSupervisor Lesson 1
ROI
( ) Effects of unresolved conflicts or poor resolution skills:
( + ) Effects of resolved conflicts or good resolution skills:
Comments/Questions:
320
Supervisor Lesson 1
JobLink
Copyright ©1996 by Coast Community College District Supervisor Handout S
Resolving ConflictsSupervisor Lesson 1
Supervisor's Role in Training
JobLink
Generally it would be helpful to be aware of what your employees are working on each week.
Your list of "Lesson Objectives: 1-6" will help you do this. It would be beneficial to read some of the
material and do some of the activities along with them.
(Being "in it " with them will yield the greatest payoff.) A packet of materials will be given to you
for this purpose. These are general guidelines you may use as time and opportunity permit As youknow, the more time and energy invested, the higher will be the return-for the employee, yourself, and
this company.
Lesson 1: Identify Conflicts and Ways of Resolution in the Workplace
What you can do:What to watch for:Questions to ask:
Discussion topics:
Go over the Conflict Resolution Logs with your employees.Employees will begin "Conflict Resolution Logs" this week."What is conflict resolution?' 'What conflicts do you see in the workplace
that effect your job?'How do conflicts negatively affect our productivity and morale? What can
we do to reach consensus?
Lesson 2: Developing a "Win-Win" Attitude
What you can do:
What to watch for:Questions to ask:
Discussion topics:
Continue participation and discussion of the "Logs7 Read "A Hole in the
Boat" Encourage the vocabulary discussion of, and applications of a "Win-Win" mindset within teams, cells, and departments.Application of a "Win-Win" mindset in resolving conflicts."What is a "Win -Win" mindset?' "How can we apply it to resolving
conflicts?'Discuss how the "Hole in the Boat' applies to work situations.
Lesson 3: Tools for Conflict Resolution: Speaking and Listening Constructively
What you can do:
What to watch for:Questions to ask:
Discussion topics:
Supervisor Lesson 1
Continue observations, entries, and discussion of "Logs7 Read
"Communication Tips" and do the "Self-Evaluation7 Read "ESL & Cross-Cultural Communication7 Encourage ESL workers to practice their skills.
Employees asking more questions for understanding."How does being a good communicator aid in conflict resolution?' "Whichof the communication skills do you think you are good at?' "Which of thecommunication skills would you like to get better at?' "How do you plan to
do that?"How can we help each other communicate better?
321Copyright 01996 by Coast Community College District Supervisor Handout 4
Supervisor's Role in Training(continued)
Lesson 4: How to Have a Fair Fight
What you can do: Continue participating in the discussion of the "Logs': Read "Tips forDisagreements" and "Strategies7 Encourage their implementation. Give anyobservations, feedback , or suggestions to the trainer so that any necessaryadjustments might be made.
What to watch for: ConstTuctive disagreements, respectful arguments, uses of strategies inresolving conflicts.
Questions to ask: Are you using any strategies in your training to help in disagreements? Hasanyone been respectful to you during a recent conflict?
Discussion topics: "Dog eat dog world': Rules for a fair fight Strategies and tips fordisagreements.
Lesson 5: Managing the Conflicts Within
What you can do: Continue observations, entries, and discussion of "Logs7 Read "SeeingAnother Point of View...." Do and discuss "Workplace Resources7 Read"Another War Encourage employees to use their knowledge and skills athome and at work
What to watch for: Ways employees try to break the cydes of anger. People who demonstrateskill in finding helpful alternatives to dealing with anger at work.
Questions to ask: What resources are available or needed at our worksite to help in conflictand anger resolution?
Discussion topics: What strategies could we implement in our department to better manageconflicts and anger?
Lesson 6: Conflicts: Heading 'Ern Off at the Pass
What you can do: Continue work on "Logs7 Help conflict observation, conflict management ,and "win-win" become mindsets in your work arena. Reread the "ConflictResolution Objectives: Lessons 1-67 Reread "Workplace as Community byPeck. Appreciate and encourage your employees with regard to their trainingefforts and applications to the workplace. Be interested in their projectposters and find ways to bring the ideas into other parts of your area orcompany. Continually emphasize the ROI aspect of conflict resolutions.
What to watch for: Employees implementation of training in specific worksite contexts. Ways tofacilitate conflict resolution strategies and/prevention. The effect of conflictresolutions on company ROI
Questions to ask: How can our department transfer the conflict resolution training and buildit into the structures of our company? How can each situation in mydepartment become a "win-win" possibility?
Discussion Topics: How can we continually implement simple strategies, such as "what welearned in Kindergarten," in preventative ways and in conflict resolution?
Supervisor Lesson 1 Copyright 01996 by Coast Community College District Supervisor Handout 4b
Resolving Conflicts VSupervisor Lesson 1 Joblink
All I Really Needed to Learn, I Learned in Kindergarten
"I realized then that I already know most of what's necessary to live a meaningful life that it isn'tall that complicated. I know it. And have known it for a long, long time. Living it -well, that's anothermatter, yes? Here's my Credo:
"All I really need to know about how to live and what to do and how to be I learned inkindergarten. Wisdom was not at the top of the graduate-school mountain, but there in the sandpile ofSunday School. These are the things I learned:
"Share everything. Play fair. Don't hit people. Put things back where you found them. Clean upyour own mess. Don't take things that aren't yours. Say you're sorry when you hurt somebody. Washyour hands before you eat. Flush. Warm cookies and milk are good for you. Live a balanced life-learnsome and think some and draw and paint and sing and dance and play and work every day some. Takea nap every afternoon. When you go out into the world, watch for traffic, hold hands, and sticktogether. Be aware of wonder. Remember the little seed in the Styrofoam cup: the roots go down and theplants go up and nobody really knows how or why, but we are all like that. Goldfish and hamsters andwhite mice and even the little seed in the Styrofoam cup-they all die. So do we. And then remember theDick-and-Jane books and the first word you learned-the biggest word of all-LOOK.
"Everything you need to know is in there somewhere. The Golden Rule and love and basicsanitation. Ecology and politics and equality and sane living.
'Take any one of those items and extrapolate it to your family life or your work or yourgovernment or your world and it holds true and dear and firm!'
Robert Fulgham
For each application under "Kindergarten," find an application helpful for adult"PersonaVCompany" conflicts:
1.
Kindergarten
Share everything. 1.
2. Play fair. 2.
3. Don't hit people. 3
4. Put things back whereyou found them.
4.
5. Clean up your own mess. 5.
6. Don't take things that aren't yours. 6.
Supervisor Lesson 1
PersonaVCompany
323
Copyright ©1996 by Coast Community College District Supervisor Handout 5
All I Really Needed to Learn, I Learned in Kindergarten(continued)
7. Say you're sorry when 7.
you hurt somebody.
8. Wash your hands before you eat 8.
9. Flush. 9.
10. Warm cookies and milk are good for you. 10.
11. Live a balanced fife-learn some and 11.
think some and draw and paint andsing and dance and play and workevery day some.
12. Take a nap every afternoon. 12.
13. When you go out into the 13.
world, watch for traffic,hold hands, and stick together.
14. Be aware of wonder. Remember the 14.
little seed in the Styrofoam cup: theroots go down and the plants go upand nobody really knows how or why,but we are all like that
15. Goldfish and hamsters and white mice 15.
and even the little seed in the Styro-foamcup-they all die. So do we.
16. And then remember the Dick-and-Jane 16.
books and the first word you learned-the biggest word of all-LOOK.
(Think of your schooling, your parents, your culture, your experience. What can you add?)
17. 17.
18. 18.
19. 19.
20. 20.
Supervisor Lesson I324
Copyright 01996 by Coast Community College District Supervisor Handout Sio
Resolving Conflicts VSupervisor Lesson 2
What's Next?
jobLink
1. What aspects of the training did you find helpful for your employees?
2. How did you see the training being used back at work?
3. What are you currently doing to support the training your employees have received?
4. What could you do that you are not doing now to support the continued use of the skillsyour employees learned in training?
5. Where do you recommend we go from here?
Supervisor Lesson 2
325
Copyright 01996 by Coast Community College District Supervisor Handout 6
Resolving ConflictsSupervisor Lesson 1
Supervisor Lesson 1
Conflicts at our Company
326
JobLink
Copyright 01996 by Coast Community College District Supervisor Transparency 1
Resolving Conflicts VSupervisor Lesson 1
Conflict Resolution Survey
1. What are the most frequent kinds of conflicts in the workplace?
Joblink
2. How do people at work usually deal with conflicts? (Check as many as apply to your worksite.)
Get angryAvoid the conflictListen to one another carefullyLook for revenge in some wayForce others to do it their wayTalk directly to the people involvedHave a meeting to talk it overTake sides
Gossip or spread rumorsGet a supervisor to solve the conflictLet it go
Silently resistTry to understand the other personspoint of viewOther
3. How do you usually deal with a company conflict or with a personal conflict?
4. How do you wish people would handle conflicts?
5. What effects do unresolved conflicts have on people? On companies?
6. Describe your companys policy for dealing with conflicts in the workplace.
7. How could we prevent workplace conflicts?
3 "7
Supervisor Lesson 1 Copyright 01996 by Coast Community College District Supervisor Transparency 2
Resolving ConflictsSupervisor Lesson 1 Joblink
Conflict Resolution Objectives: Lessons 1-6
Goals: To help students (1) understand workplace conflicts and (2) develop skills for handling conflicts
constructively and creatively.
Objectives of Workshop 1: "Identifying Workplace Conflicts and Ways of Resolution"1. To identify common workplace conflicts.2. To identify (a) ways of resolution that help and (b) ways that hinder.
3. To understand the meaning of consensus.
Objectives of Workshop 2: "Developing a Win-Win Attitude"1. To identify your own conflict-management style.
2. To understand why Win-Win options are better solutions.
3. To resolve some practical and personal workplace conflicts. [AU:"practical" OKM
Objectives of Workshop 3: "Tools for Conflict Resolution: Speaking and ListeningConstructively"
1. To identify and improve effective speaking and listening skills.
2. To use communication tools appropriately in conflict resolutions.
3. To improve communication and understanding among employees who are nativeEnglish speakers, employees for whom English is a second language (ESL), and
employees from different cultures.
Objectives of Workshop 4: "HOW to Have a Fair Fight"1. To create and use guidelines for respectful and constructive disagreement.
2. To apply these guidelines to the workplace in an effort to minimize conflict damage.
3. To use strategies necessary for creating future possibilities of conflict resolution.
Objectives of Workshop 5: "Managing the Conflicts Within"1. To identify inner conflicts and ways of managing them.
2. To develop strategies and alternative ways of breaking cycles of anger and other inner
conflicts.3. To identify and create company resources useful in conflict resolution.
Objectives of Workshop 6: "Conflicts: Heading 'em Off at the Pass"
1. To learn strategies for conflict prevention.2. To develop workplace application for preventive measures.
3. To present what has been learned as a useful product for the company.
Supervisor Lesson 1
323Copyright ©1996 by Coast Community College District Supervisor Transparency 3
Resolving ConflktsSupervisor Lesson 1
ROI
( ) Effects of unresolved conflicts or poor resolution skills:
( + ) Effects of resolved conflicts or good resolution skills:
Comments/Questions:
Supervisor Lesson 1
329
jobLink
Copyright 01996 by Coast Community College District Supervisor Transparency 4
Resolving ConflictsSupervisor Lesson 1
Supervisor's Role in Training
JobLink
Generally it would be helpful to be aware of what your employees are working on each week.Your list of "Lesson Objectives: 1-6" will hdp you do this. It would be beneficial to read some of thematerial and do some of the activities along with them.
(Being "in it with them will yield the greatest payoff) A packet of materials will be given to youfor this purpose. These are general guidelines you may use as time and opportunity permit As youknow, the more time and energy invested, the higher will be the return-for the employee, yourself, andthis company.
Lesson 1: identtfy Conflicts and Ways of Resolution in the Workplace
What you can do:What to watch for:Questions to ask:
Discussion topics:
Go over the Conflict Resolution Logs with your employees.Employees will begin "Conflict Resolution Logs" this week."What is conflict resolution?" "What conflicts do you see in the workplacethat effect your job?"How do conflicts negatively affect our productivity and morale? What canwe do to reach consensus?
Lesson 2: Developing a "Win-Win" Attitude
What you can do:
What to watch for:Questions to ask:
Discussion topics:
Continue participation and discussion of the "Logs7 Read "A Hole in theBoat" Encourage the vocabulary, discussion of, and applications of a "Win-Win" mindset within teams, cells, and departments.Application of a "Win-Win" mindset in resolving conflicts."What is a "Win -Win" mindset?" "How can we apply it to resolvingconflicts?"Discuss how the "Hole in the Boat" applies to work situations.
Lesson 3: Tools for Conflict Resolution: Speaking and Listening Constructively
What you can do:
What to watch for:Questions to ask:
Discussion topics:
Supervisor Lesson 1
Continue observations, entries, and discussion of "Logs7 Read"Communication Tips" and do the "Self-Evaluation7 Read "ESL & Cross-Cultural Communication7 Encourage ESL workers to practice their skills.Employees asking more questions for understanding."How does being a good communicator aid in conflict resolution?" "Whichof the communication skills do you think you are good at?" "Which of thecommunication skills would you like to get better at?" "How do you plan todo that?"How can we help each other communicate better?
330Copyright 01996 by Coast Community College District Supervisor Transparency 5
Supervisor's Role in Training(continued)
Lesson 4: How to Have a Fair Fight
What you can do: Continue participating in the discussion of the "Logs'? Read 'Tips forDisagreements" and "Strategies" Encourage their implementation. Give anyobservations, feedback , or suggestions to the trainer so that any necessaryadjustments might be made.
What to watch for: Constructive disagreements, respectful arguments, uses of strategies in
resolving conflicts.Questions to ask: Are you using any strategies in your training to help in disagreements? Has
anyone been respectful to you during a recent conflict?
Discussion topics: "Dog eat dog world" Rules for a fair fight Strategies and tips for
disagreements.
Lesson 5: Managing the Conflicts Within
What you can do: Continue observations, entries, and discussion of °Logs" Read "SeeingAnother Point of View...." Do and discuss "Workplace Resources7 Read"Another Way7 Encourage employees to use their knowledge and skills at
home and at work.What to watch for: Ways employees try to break the cycles of anger. People who demonstrate
skill in finding helpful alternatives to dealing with anger at work.
Questions to ask: What resources are available or needed at our worksite to help in conflict
and anger resolution?Discussion topics: What strategies could we implement in our department to better manage
conflicts and anger?
Lesson 6: Conflicts: Heading 'Em Off at the Pass
What you can do: Continue work on "Logs7 Help conflict observation, conflict management ,and "win-win" become mindsets in your work arena. Reread the "ConflictResolution Objectives: Lessons 1-6" Reread "Workplace as Community " byPeck. Appreciate and encourage your employees with regard to their trainingefforts and applications to the workplace. Be interested in their projectposters and find ways to bring the ideas into other parts of your area orcompany. Continually emphasize the ROI aspect of conflict resolutions.
What to watch for: Employees implementation of training in specific worksite contexts. Ways tofacilitate conflict resolution strategies and/prevention. The effect of conflict
resolutions on company ROIQuestions to ask: How can our department transfer the conflict resolution training and build
it into the structures of our company? How can each situation in mydepartment become a "win-win" possibility?
Discussion Topics: How can we continually implement simple strategies, such as "what we
learned in Kindergarten," in preventative ways and in conflict resolution?
331Copyright ©1996 by Coast Community College District
Resolving Conflicts I"Supervisor Lesson 1 Joblink
All I Really Needed to Learn, I Learned in Kindergarten
"I realized then that I already know most of what's necessary to live a meaningful life that it isn'tall that complicated. I know it. And have known it for a long, long time. Living it -well, that's anothermatter, yes? Here's my Credo:
"All I really need to know about how to live and what to do and how to be I learned inkindergarten. Wisdom was not at the top of the graduate-school mountain, but there in the sandpile ofSunday SchooL These are the things I learned:
"Share everything. Play fair. Don't hit people. Put things back where you found them. Clean upyour own mess. Don't take things that aren't yours. Say you're sony when you hurt somebody. Washyour hands before you eat. Flush. Warm cookies and milk are good for you. Live a balanced life-learnsome and think some and draw and paint and sing and dance and play and work every day some. Takea nap every afternoon When you go out into the world, watch for traffic, hold hands, and sticktogether. Be aware of wonder. Remember the little seed in the Styrofoam cup: the roots go down and theplants go up and nobody really knows how or why, but we are all like that. Goldfish and hamsters andwhite mice and even the little seed in the Styrofoam cup-they all die. So do we. And then remember theDick-and-Jane books and the first word you learned-the biggest word ofall-LOOK.
"Everything you need to know is in there somewhere. The Golden Rule and love and basicsanitation. Ecology and politics and equality and sane living.
'Take any one of those items and extrapolate it to your family life or your work or yourgovernment or your world and it holds true and dear and firm7
Robert Fulgham
For each application under "Kindergarten," find an application helpful for adult"Personal/Company" conflicts:
Personal/Company
33 2
Kindergarten
1. Share everything. 1.
2. Play fair. 2.
3. Don't hit people. 3
4. Put things back whereyou found them.
4.
5. Clean up your own mess. 5.
6. Don't take things that aren't yours. 6.
Supervisor Lesson 1 Copyright ©1996 by Coast Community College District Supervisor Transparency 6
All I Really Needed to Learn, I Learned in Kindergarten(continued)
7. Say you're son), when 7.
you hurt somebody.
8. Wash your hands before you eat 8.
9. Flush. 9.
10. Warm cookies and milk are good for you. 10.
11. Live a balanced life-learn some and 11.
think some and draw and paint andsing and dance and play and workevery day some.
12. Take a nap every afternoon. 12.
13. When you go out into the 13.
world, watch for traffic,hold hands, and stick together.
14. Be aware of wonder. Remember the 14.
little seed in the Styrofoam cup: theroots go down and the plants go upand nobody really knows how or why,but we are all like that
15. Goldfish and hamsters and white mice 15.
and even the little seed in the Styro-foamcup-they all die. So do we.
16. And then remember the Dick-and-Jane 16.
books and the first word you learned-the biggest word of all-LOOK.
(Think of your schooling your parents, your culture, your experience. What can you add?)
17. 17.
18. 18.
19. 19.
20. 20
Supervisor Lesson 1
333
Copyright 01996 by Coast Community College District Supervisor Transparency 6b
Resolving ConflictsSupervisor Lesson 2
What's Next?
jobLink
1. What aspects of the training did you find helpful for your employees?
2. How did you see the training being used back at work?
3. What are you currently doing to support the training your employees havereceived?
4. What could you do that you are not doing now to support the continued useof the skills your employees learned in training?
5. Where do you recommend we go from here?
Supervisor Lesson 2
331
Copyright ©1996 by Coast Community College District Supervisor Transparency 7
AMEr...144
tar-=0i
rATES
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