Conflict Resolution Certificate Course
Welcome
4 Topics
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Quiz Instructions
1. Win-win – partners not opponents
9 Topics
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3 Quizzes
1.1 PODCAST & transcript
1.2 Levels of conflict
1.3 Quiz
01.03.1 Quiz – Levels of conflict
1.4 Fight, flight, freeze or flow
1.5 Quiz
01.05.1 Quiz – Fight, flight, freeze or flow
1.6 Partners, not opponents
1.7 Quiz
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
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3 Quizzes
2.1 PODCAST & transcript
2.2 Will I connect or contract?
2.3 Perfection or discovery?
2.4 Quiz
02.04.1 Quiz – Perfection or discovery
2.5 Quiz
02.05.1 Quiz – Move into discovery mode
2.6 Mistakes are part of your learning
2.7 Tools of creative response
2.8 Quiz
02.08.1 Quiz – Tools for a creative response
2.9 Keys to a creative response
2.10 One last word
3. Empathy
12 Topics
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4 Quizzes
3.1 PODCAST & transcript
3.2 Communication killers
3.3 Quiz
03.03.1 Quiz – Communication killers: dominate, manipulate, disempower, dismiss
3.4 Listening
3.5 Quiz
03.05.1 Quiz – What helps empathy, what breaks it down?
3.6 PODCAST and transcript
3.7 DISC model
3.8 Quiz
03.08.1 Quiz – DISC styles and you
3.9 Conflicting values
3.10 Quiz
03.10.1 Quiz – Which value is being challenged?
3.11 Keys to empathy
3.12 One last word
4. Appropriate Assertiveness
11 Topics
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5 Quizzes
4.1 PODCAST & transcript
4.2 Proactive rather than reactive
4.3 Quiz
04.03.1 Quiz – React or respond
4.4 What do you deserve?
4.5 Quiz
04.05.1 Quiz – Your bill of assertive rights
4.6 ‘I’ statements
4.7 Quiz
04.07.1 Quiz – ‘I’ statement ingredients
4.8 Quiz
04.08.1 Quiz – Build your own ‘I’ statement
4.9 Quiz
04.09.1 Quiz – appropriate assertiveness essentials
4.10 Keys to appropriate assertiveness
4.11 One last word
5. Co-operative power
16 Topics
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6 Quizzes
5.1 PODCAST & transcript
5.2 Power bases
5.3 Quiz
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
5.7 Quiz
05.07.1 Quiz – Power game triangle
5.8 Quiz
05.08.1 Quiz – Power games misuse power
5.9 Transforming the power game triangle
5.10 Quiz
05.10.1 Quiz – Transforming power games
5.11 Building your personal power
5.12 Quiz
05.12.1 Quiz – Transforming ‘I should’ to ‘I choose’
5.13 Quiz
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
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4 Quizzes
6.1 PODCAST & transcript
6.2 Drop the extra story
6.3 Quiz
06.03.1 Quiz – What’s your ‘favourite’ story?
6.4 The real messages of our emotions
6.5 Quiz
06.05.1 Quiz – Five questions – five goals
6.6 Focusing
6.7 Quiz
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
6.11 Quiz
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
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6 Quizzes
7.1 PODCAST & transcript
7.2 Are you informed or inflamed?
7.3 Quiz
07.03.1 Quiz – ‘hot button’ exercise 1
7.4 Quiz
07.04.1 Quiz – ‘hot button’ exercise 2
7.5 Quiz
07.05.1 Quiz – ‘hot button’ exercise 3
7.6 Quiz
07.06.1 Quiz – ‘hot button’ debrief 4
7.7 Managing other’s unwillingness to resolve conflict
7.8 Forgiveness
7.9 Quiz
07.09.1 Quiz – Forgiveness principles
7.10 Quiz
07.10.1 Quiz – am I ready to forgive?
7.11 Apologies
7.12 Keys to willingness to resolve
7.13 One last word
8. Mapping the conflict
12 Topics
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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?
8.7 Quiz
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?
8.10 Quiz
08.10.1 Quiz – Do a map now
8.11 Keys to mapping
8.12 One last word
9. Designing options
12 Topics
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3 Quizzes
9.1 PODCAST & transcript
9.2 Break out of stuck thinking
9.3 Quiz
09.03.1 Quiz – Find a new approach
9.4 What if there was a miracle?
9.5 Quiz
09.05.1 Quiz – How would you like it to be?
9.6 Can’t fix it? Fix a bit of it.
9.7 Quiz
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
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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?
10.5 Quiz
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
10.9 Quiz
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
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3 Quizzes
11.1 PODCAST & transcript
11.2 Who’s in charge of what?
11.3 Basic mediation skillset
11.4 Quiz
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 Quiz
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
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4 Quizzes
12.1 PODCAST & transcript
12.2 Quiz
12.02.1 Quiz – Nine viewing points
12.3 Become a witness
12.4 Quiz
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
12.7 Quiz
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 Quiz
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
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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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