INSTRUCTOR’S MANUAL with TEST ITEM FILE
THE CONFLICT SURVIVAL KIT
Tools for Resolving Conflict at Work
Cliff Goodwin
Daniel B. Griffith
, CONTENTS
Introduction
Chapter 1: The Nature of Conflict
Chapter 2: Preventing Conflict
Chapter 3: Approaches to Conflict
Chapter 4: Working Toward Collaboration
Chapter 5: The Three Channels of Communication
Chapter 6: Listening to Resolve Conflict and Build Lasting Relationships
Chapter 7: The Communication Continua
Chapter 8: Are You Capable?
Chapter 9: Opening the Doors to Conflict Resolution
Chapter 10: The Building Blocks to Collaboration
,Chapter 11: Integrative Negotiation: Negotiating as Partners
Chapter 12: Overcoming Barriers to Integrative Negotiation
Chapter 13: Mediating Conflicts Between Parties
Chapter 14: Decision-Making Choices for the Manager
Chapter 15: Handling Conflicts Requiring Direct Confrontation
Chapter 16: Special Situations: “Opportunistic” Employees, Workplace Violence,
and Terminations
Chapter 17: Achieving Effectiveness as a Conflict Manager
Role Players’ Names for Tent Cards
, INTRODUCTION
THE CONFLICT SURVIVAL KIT is both a classroom text and an on-the-job guide.
It was written for managers who have no formal preparation in managing conflict and
need “instant” skill building and practical methods for handling organizational and
personal conflicts. It also offers insights for the aspiring professional who, though expert
in the subject matter of his or her field and educated in conflict theory and negotiation
strategy, needs grounding in basic interpersonal communication and management skills,
such as rapport building, empathic listening, behavior modeling, reframing, problem
solving, and decision making.
A general STUDENT STUDY GUIDE (work book) is available as a supplement to
this text. It assists students in making the most of their learning experience. The
STUDENT STUDY GUIDE includes a chapter summary, a response to chapter
highlights, sample test questions (with answers), and personal growth exercises. All
students can benefit by using the guide as they read the text on their own or as part of a
conflict management training course. Instructors will likely discover that using the guide
strengthens their training program.
GENERAL SUGGESTIONS ON HOW TO USE THE TEXTBOOK
Instructors may choose one of two patterns in using the textbook. The first approach
is the simple and successful procedure of discussing one chapter per class period lasting
approximately 1 hour and 15 minutes (using the discussion questions at the end of the
chapter) and using the case study at the end of each chapter during the next class period,
lasting approximately the same length of time. This pattern can consume approximately
40 contact or classroom hours. More time may be required to administer examinations
and discuss outside assignments. The length of time needed for the case studies will vary
as some case studies require discussion only and others involve role play, so you will
need to budget your time accordingly.
An alternative plan is to use a case study only every third period in order to provide
more time for special material introduced by the instructor, oral reports from students,
guest speakers, and other activities. This approach can also consume approximately 40
hours of classroom time.
ADVANTAGES OF USING THE TEXTBOOK AND STUDENT STUDY GUIDE
TOGETHER
The STUDENT STUDY GUIDE gives the book an added dimension. It provides the
student with additional content not presented in the textbook. The instructor may find it
beneficial to refer to the guidebook to further illustrate or explain a concept. The guide
book contains useful supplemental material and exercises. It contains practice questions
used to study for tests and quizzes, chapter highlights, personal growth exercises, and
THE CONFLICT SURVIVAL KIT
Tools for Resolving Conflict at Work
Cliff Goodwin
Daniel B. Griffith
, CONTENTS
Introduction
Chapter 1: The Nature of Conflict
Chapter 2: Preventing Conflict
Chapter 3: Approaches to Conflict
Chapter 4: Working Toward Collaboration
Chapter 5: The Three Channels of Communication
Chapter 6: Listening to Resolve Conflict and Build Lasting Relationships
Chapter 7: The Communication Continua
Chapter 8: Are You Capable?
Chapter 9: Opening the Doors to Conflict Resolution
Chapter 10: The Building Blocks to Collaboration
,Chapter 11: Integrative Negotiation: Negotiating as Partners
Chapter 12: Overcoming Barriers to Integrative Negotiation
Chapter 13: Mediating Conflicts Between Parties
Chapter 14: Decision-Making Choices for the Manager
Chapter 15: Handling Conflicts Requiring Direct Confrontation
Chapter 16: Special Situations: “Opportunistic” Employees, Workplace Violence,
and Terminations
Chapter 17: Achieving Effectiveness as a Conflict Manager
Role Players’ Names for Tent Cards
, INTRODUCTION
THE CONFLICT SURVIVAL KIT is both a classroom text and an on-the-job guide.
It was written for managers who have no formal preparation in managing conflict and
need “instant” skill building and practical methods for handling organizational and
personal conflicts. It also offers insights for the aspiring professional who, though expert
in the subject matter of his or her field and educated in conflict theory and negotiation
strategy, needs grounding in basic interpersonal communication and management skills,
such as rapport building, empathic listening, behavior modeling, reframing, problem
solving, and decision making.
A general STUDENT STUDY GUIDE (work book) is available as a supplement to
this text. It assists students in making the most of their learning experience. The
STUDENT STUDY GUIDE includes a chapter summary, a response to chapter
highlights, sample test questions (with answers), and personal growth exercises. All
students can benefit by using the guide as they read the text on their own or as part of a
conflict management training course. Instructors will likely discover that using the guide
strengthens their training program.
GENERAL SUGGESTIONS ON HOW TO USE THE TEXTBOOK
Instructors may choose one of two patterns in using the textbook. The first approach
is the simple and successful procedure of discussing one chapter per class period lasting
approximately 1 hour and 15 minutes (using the discussion questions at the end of the
chapter) and using the case study at the end of each chapter during the next class period,
lasting approximately the same length of time. This pattern can consume approximately
40 contact or classroom hours. More time may be required to administer examinations
and discuss outside assignments. The length of time needed for the case studies will vary
as some case studies require discussion only and others involve role play, so you will
need to budget your time accordingly.
An alternative plan is to use a case study only every third period in order to provide
more time for special material introduced by the instructor, oral reports from students,
guest speakers, and other activities. This approach can also consume approximately 40
hours of classroom time.
ADVANTAGES OF USING THE TEXTBOOK AND STUDENT STUDY GUIDE
TOGETHER
The STUDENT STUDY GUIDE gives the book an added dimension. It provides the
student with additional content not presented in the textbook. The instructor may find it
beneficial to refer to the guidebook to further illustrate or explain a concept. The guide
book contains useful supplemental material and exercises. It contains practice questions
used to study for tests and quizzes, chapter highlights, personal growth exercises, and
