4 Topics

Then head back to the beginning

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Quiz Instructions

1. Win-win – partners not opponents

9 Topics | 3 Quizzes

1.1 PODCAST & transcript

1.2 Levels of conflict

01.03.1 Quiz – Levels of conflict

1.4 Fight, flight, freeze or flow

01.05.1 Quiz – Fight, flight, freeze or flow

1.6 Partners, not opponents

01.07.1 Quiz – Your win-win approach

1.8 Keys to a win-win approach

1.9 One last word

2. Creative response

10 Topics | 3 Quizzes

2.1 PODCAST & transcript

2.2 Will I connect or contract?

2.3 Perfection or discovery?

02.04.1 Quiz – Perfection or discovery

02.05.1 Quiz – Move into discovery mode

2.6 Mistakes are part of your learning

2.7 Tools of creative response

02.08.1 Quiz – Tools for a creative response

2.9 Keys to a creative response

2.10 One last word

12 Topics | 4 Quizzes

3.1 PODCAST & transcript

3.2 Communication killers

03.03.1 Quiz – Communication killers: dominate, manipulate, disempower, dismiss

03.05.1 Quiz – What helps empathy, what breaks it down?

3.6 PODCAST and transcript

03.08.1 Quiz – DISC styles and you

3.9 Conflicting values

03.10.1 Quiz – Which value is being challenged?

3.11 Keys to empathy

3.12 One last word

4. Appropriate Assertiveness

11 Topics | 5 Quizzes

4.1 PODCAST & transcript

4.2 Proactive rather than reactive

04.03.1 Quiz – React or respond

4.4 What do you deserve?

04.05.1 Quiz – Your bill of assertive rights

4.6 ‘I’ statements

04.07.1 Quiz – ‘I’ statement ingredients

04.08.1 Quiz – Build your own ‘I’ statement

04.09.1 Quiz – appropriate assertiveness essentials

4.10 Keys to appropriate assertiveness

4.11 One last word

5. Co-operative power

16 Topics | 6 Quizzes

5.1 PODCAST & transcript

5.2 Power bases

05.03.1 Quiz – What buys power and influence?

5.4 Manipulation or influence

5.5 Power game triangle audio

5.6 Power game triangle

05.07.1 Quiz – Power game triangle

05.08.1 Quiz – Power games misuse power

5.9 Transforming the power game triangle

05.10.1 Quiz – Transforming power games

5.11 Building your personal power

05.12.1 Quiz – Transforming ‘I should’ to ‘I choose’

05.13.1 Quiz – Support your self-esteem

5.14 Are you an unaware controller?

5.15 Keys to co-operative power

5.16 One last word

6. Managing emotions

13 Topics | 4 Quizzes

6.1 PODCAST & transcript

6.2 Drop the extra story

06.03.1 Quiz – What’s your ‘favourite’ story?

6.4 The real messages of our emotions

06.05.1 Quiz – Five questions – five goals

06.07.1 Quiz – Focusing terms

6.8 Practice – Focusing

6.9 Handling extreme emotions in others – centring

6.10 Handling extreme emotions in others

06.11.1 Quiz – Someone is furious. Are you making it worse?

6.12 Keys to managing emotions

6.13 One last word

7. Willingness to resolve

13 Topics | 6 Quizzes

7.1 PODCAST & transcript

7.2 Are you informed or inflamed?

07.03.1 Quiz – ‘hot button’ exercise 1

07.04.1 Quiz – ‘hot button’ exercise 2

07.05.1 Quiz – ‘hot button’ exercise 3

07.06.1 Quiz – ‘hot button’ debrief 4

7.7 Managing other’s unwillingness to resolve conflict

7.8 Forgiveness

07.09.1 Quiz – Forgiveness principles

07.10.1 Quiz – am I ready to forgive?

7.12 Keys to willingness to resolve

7.13 One last word

8. Mapping the conflict

12 Topics | 2 Quizzes

8.1 PODCAST & transcript

8.2 Why do a map?

8.3 What might a map look like?

8.4 What topic are you mapping?

8.5 Who should be included on your map?

8.6 What goes up on the map?

08.07.1 Quiz – Ingredients of mapping

8.8 How do you figure out the needs and concerns?

8.9 When is a good time to make a map?

08.10.1 Quiz – Do a map now

8.11 Keys to mapping

8.12 One last word

9. Designing options

12 Topics | 3 Quizzes

9.1 PODCAST & transcript

9.2 Break out of stuck thinking

09.03.1 Quiz – Find a new approach

9.4 What if there was a miracle?

09.05.1 Quiz – How would you like it to be?

9.6 Can’t fix it? Fix a bit of it.

09.07.1 Quiz – What’s practical?

9.8 Think outside the square

9.9 Designing options: crunch the details

9.10 Decide and act

9.11 Keys to designing options

9.12 One last word

10. Negotiation

12 Topics | 2 Quizzes

10.1 PODCAST & transcript

10.2 Principles for negotiating win-win style

10.3 Negotiate as partners, not opponents

10.4 It’s going horribly wrong. What can you do?

10.05.1 Quiz – What’s your next step?

10.6 Do you need to sharpen your cultural intelligence?

10.7 Negotiating strengths and weaknesses – yours and theirs

10.8 Prepare, prepare, prepare

10.09.1 Quiz – Your thirty second opener

10.10 Steps in the negotiation process

10.11 Keys to negotiation

10.12 One last word

11. Introduction to mediation

16 Topics | 3 Quizzes

11.1 PODCAST & transcript

11.2 Who’s in charge of what?

11.3 Basic mediation skillset

11.04.1 Quiz: Spot the mediation skill

11.5 Stages of a mediation

11.6 Getting started

11.7 Moving an angry interchange forward

11.8 Finding some middle ground

11.9 Concluding a mediation session

11.10 PODCAST & transcript

11.11 More smart moves

11.12.1 Quiz – Revise your moves

11.13 Quiz instructions

11.13.1 Quiz: Had a go? Learn from what you did.

11.14 Debrief and review

11.15 Keys to mediating

11.16 One last word

12. Broadening perspectives

16 Topics | 4 Quizzes

12.1 PODCAST & transcript

12.02.1 Quiz – Nine viewing points

12.3 Become a witness

12.04.1 Quiz – The observer’s view

12.5 What can I and can’t I change?

12.6 Find the path with heart

12.07.1 Quiz – Inject more heart

12.8 Consider the context

12.9 Watch the ripples

12.10 Is there an ah-ha?

12.11 Respect and value differences

12.12 Include a long-term perspective

12.13 Find the extra element that multiplies the effect

12.14.1 Quiz – You’re in charge

12.15 Keys to broadening perspectives

12.16 One last word

Completion and Certificate

2 Topics

13.1 Your take home pack

13.2 Completion and Certificate

1.9 One last word

Conflict Resolution Certificate Course 1. Win-win – partners not opponents 1.9 One last word

Final thoughts from Helena:

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