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Understanding Conflicts Summary:Authors: Paula Rogers Huff, Mary Novak, Mary Kluz, Jill A. Jorgensen, and Dawn Kuelz Published: 2009 Publisher: University of Wisconsin-Extension, Cooperative Extension, in cooperation with the U.S. Department of Agriculture and Wisconsin counties Introduction In today’s communities, people frequently have different ideas regarding how to solve various issues. These differences can make for creative solutions or can spiral into conflict with others. Developing comfort with conflict and skill in managing it is a key competency for University of Wisconsin-Extension educators who have received training from the UW-Extension Conflict Education Team. The team developed modules to make subject matter content accessible for UW-Extension educators in their communities. The modules are designed to stand alone, or they can be combined for a more substantive program. The following list provides an effective sequence to teach the modules. Communication plays a key role in life, and the same can be said for conflict situations. But how much of communication is actually said, and how much of it is unspoken? It’s been said that 90% of communication is non-verbal. Therefore, non-verbal communication can play a major role in a conflict. It’s important to consider non-verbal communication when dealing with a conflict situation because it is true that what you don’t say can speak louder than what you are trying to say out loud. We will explore the basics of non-verbal communication and raise awareness of what mixed messages your non-verbal signals might be sending and how that can contribute to a conflict situation Cover Contents Section 1 Non-verbal communication Background What to do Reading non-verbal cues Communication— Using “I” statements Background What to do Summary Chris’ angry statement Summary Listening skills and conflict Background What to do Summary Skills to help you become a better listener Recognize the difference between hearing and listening Strategies to become a better listener Strategies to help you listen better in a conflict situation Listening scenarios 1 and 2 Listening scenario 3 Section 2 Conflict styles Background What to do Summary Participant role-play scenario—The project Facilitator role-play scenario—The project A model for improvement —Assumptions and beliefs Background What to do Summary The ladder of inference Background What to do Summary How perceptions work How perceptions affect a conflict situation Background What to do Summary Activity 1 Activity 2: Looking at the logos Activity 3: What’s happening in this picture Activity 4:How many F’s? Processing Summary Telling the third story Background What to do Identifying the stories in conflict Guided practice in finding the third story Processing questions Enhance/simplify Summary Conflict Script—facilitator copy Conflict scenarios Position versus interests Background What to do Extending the activity Summary Position versus interests A framework for negotiation Background What to do Lesson material Building a negotiation model Teaching points Summary A seven-element framework Coyotes’ dilemma Facilitator’s notes password: R20090728 MD5: A2C302EA268F3E5787D95459BC1B342A Please select one mirror to download
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