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Douglas W. Bush, M.A.

Conflict Resolution


Douglas W. Bush, M.A. © 2007

- Mayer, Bernard. “The Dynamics of Conflict Resolution: A Practitioner’s Guide.” Jossey-Bass, 2000.
- Dana, Ph.D., Daniel. “Conflict Resolution.” McGraw-Hill Companies, Inc. 2001.
- Dana, Ph.D., Daniel. “Managing Differences. How to Build Better Relationships at Work and Home.”
4th Edition, 2006.
- Runde, Craig E. and Flanagan, Tim A. “Becoming a Conflict Competent Leader: How You and Your
Organization Can Manage Conflict Effectively.” Center for Creative Leadership. John Wiley & Sons, Inc.
- Kaye, Kenneth. “Workplace Wars and How To End Them – Turning Personal Conflicts into Productive
Teamwork.” AMACOM, 1994.
- Ury, William. “Getting Past No.” Bantam Books, 1993.
- McKay, Matthew; Rogers, Peter. “The Anger Control Workbook;” New Heritage Publications, 2000.
- Kassinoe, Howard, Tarate, Raymond Chip. “Anger Management: The Complete Treatment
Guidebook for Practitioners” (The Practical Therapist Series), Impact Publishers, Inc. 2002
- Paterson, Ph.D., Randy J. “ The Assertiveness Workbook: How to Express Your Ideas and Stand Up for
Yourself at Work and in Relationships.”

- Patterson, Kerry; Grenny, Jopseph; McMillan, Ron; Switzler, Al. “Crucial Conversations: Tools for Talk
When Stakes are High.” McGraw-Hill, 2002.

Media (i.e., Videotapes, Cassette tapes, CDs, DVDs, etc.)

- 10 Reasons To Mediate – EEOC’s National Mediation Program (14 Minutes)

Articles - “Statement Against Employment Discrimination in the

Aftermath of the September 11 Terrorist Attacks” – “Redefining Conflict Management Systems Options “ – “Creation of an Ombuds Office Can Prevent Retaliation

Claims” - “Perspective Taking” – “What Are the Sources of Workplace Conflict?” - “Becoming a Conflict Competent Leader” - Mindfulness in Conflict Coaching - “Why Professional Unions Make Good Conflict Management


2 Douglas W. Bush, M.A. © 2007 - “Corporations Will Carry The Bottom Line Torch And Ignite
The Diversity Fire In The ADR Profession” - “ADR Processes: Applications For Managing

Organizational Change” - “Conflict Coaching – When It Works And When It Doesn't” – “Peer Conflict Coaching at the Transportation Security

Administration” - “The Costs of Harassment, the Value of Prevention” - “Employment Mediation At The EEOC And DFEH: The

Models and the Opportunities” - “Mediation in the Workplace: Two Case Studies” - “A Workplace Dispute Resolution System Creates A Winning


Training - MTI's computer-based course, Managing Workplace

Conflict, is an instructorless self-paced skill-development program for employees, students, and other
individuals who want to more effectively resolve, manage, and prevent costly* workplace conflicts.
Unlike other web- and computer-based training programs, this course prepares learners to perform the core
competencies for managing conflict on the job . . . and at home. Indeed, this is the overwhelmingly best choice
for computer-based workplace conflict management training. Please compare on quality and on price with other
training providers. The course is delivered as a compact disc (CD) with a single-user enrollment key, which
allows on-line testing and reporting. - The Mediator is a program which allows you to easily create the
best win-win agreements possible. The program can be downloaded off this site. - "The Program on Negotiation at Harvard Law School is an applied research center
committed to improving the theory and practice of negotiation and dispute resolution. Put most simply, the
Program on Negotiation is working to change the way people, organizations, and nations resolve their disputes-
shifting the process from "win-lose" outcomes to "all-gain" solutions. The Program is an interuniversity
consortium involving faculty, graduate students, and administrative staff from a range of disciplines and
professional schools at Harvard University, the Massachusetts Institute of Technology, Tufts University and
other Boston-area schools." (From PON website.) - "Resolutions helps individuals and organizations manage and resolve conflict.
Services include: mediation, training, facilitation and dispute resolutions system design." - A training organization whose mission is to reduce levels of physical, verbal,

and emotional violence by teaching skills in conflict management, anger management, and parenting. - The Institute focuses on all areas of conflict prevention and resolution,
including those relating to business, environment, communities, civil rights and health care, and alternative
dispute resolution (ADR).

3 Douglas W. Bush, M.A. © 2007 - The HMP uses a facilitative, interests-based model of
mediation in which neutral co-mediators manage a process intended to help disputants reach an effective
resolution of their differences. - The Council for Conflict Resolution offers a wide variety of conflict resolution training
- Mediation Training Institute International is a global network of Certified Trainers of Managing Workplace
Conflict who offer customizable one-day training seminars for managers and employees of business, health
care, non-profit, and government organizations. Trainer certification is available to internal human resource
development professionals, and to qualified individuals who wish to join the MTI network.

advanced&OVADID=9762432511&OVKWID=62451452511 – Strategies for Conflict Management is the third
eight-week online course in the Executive Certificate in Negotiation track. This course focuses on the critical
skills associated with handling difficult people and situations, highlighting the kinds of negotiation and
influence processes that yield optimal outcomes, keeping relationships intact. You will examine ways
professionals mediate hotly contested disputes and learn to effectively manage disputes among colleagues or
subordinates. This course will also help you improve your own performance during confrontations as well as
your approach to working before, during and after conflicts. In this course, you'll have hands-on opportunities
for practice, so you can work to improve critical negotiation and conflict-management skills. - Access Resources provides mediation and other ADR

training for those interested in the field. – Southern Methodist University. This

is a professional certificate program in dispute resolution that requires 21 graduate credit hours.


General Information - This website provides access to the Conflict Resolution Resource

Center's vast supply of information on the conflict resolution field. Included is information on training, jobs,
resources, and articles.

Online Mediation - The Internet Mediator is focused on assisting participants to reach agreement with
the greatest resourcefulness and in the most economic and efficient ways. They emphasize and teach maximized
problem-solving and wise use of Internet resources in dispute resolution. This site is also known as The Internet

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Mediator in recognition of its commitment to bringing dispute resolution online with maximum capacity and

Research - exploration of crucial issues of negotiation, conflict and dispute resolution can
be examined in depth. CRCN also desires to foster research, training, and intervention in the areas of conflict
management, bargaining, negotiation, and collaboration - CRI conducts research, education, training, process coaching, direct intervention, and
program evaluation services in conflict resolution theory and techniques for individuals and groups in
community, national, and international arenas. - Formed in 1992, the Workplace Violence Research Institute is full-service

provider in workplace violence prevention programs: Consulting, Training, Incident Prevention, Crisis
Response and Program Maintenance. The Workplace Violence Research Institute is comprised of acknowledged
experts in this specialized field and able to bring unique expertise to the business community, industry and
public agencies.

Organizations – The Institute for International Mediation and Conflict Resolution

(IIMCR) is a Washington, DC based, non-profit, whose mission is to promote the use of peaceful conflict
resolution techniques among a generation of future leaders through the design and implementation of unique
programs and services. - This organization works to provide information about alternative dispute resolution and
mediation. - The National Conflict Resolution Center (NCRC) is a full service alternative
dispute resolution provider operating as a private, non-profit corporation. It manages over 2,500 cases annually
and serves clients from private industry, the courts, the community and local governments. Established in 1983,
NCRC is recognized nationwide as a pioneer in expanding a traditional community mediation program into a
broad based provider of ADR services, trainings, and customized programs. - The Institute focuses on all areas of conflict prevention and resolution,
including those relating to business, environment, communities, civil rights and health care, and alternative
dispute resolution (ADR). - This site offers an overview of the Air Force ADR policies and procedures. In addition,
this site is a comprehensive resource for ADR, offering a library of links and ADR information from the Air
Force, other federal government departments, and private organizations. The USAF believes this information
will be useful to practitioners, researchers, and especially individuals not yet familiar with ADR and/or its
application in the federal government in general and the Air Force in particular. - CCR International aims to assist organizations in remaining competitive by

reducing workplace conflict. The Centre employs conflict resolution specialists as well as experienced trainers
and facilitators. Their methods are based on solid theory complemented with years of hands-on experience in
helping organizations around the world prevent and resolve disputes. These practitioners vow that they can help

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organizations achieve a harmonious, productive and profitable workplace. CCR International has three regional
offices in Canada. - This is the homepage of the U.S. Department of Justice's Office of Dispute
Resolution which coordinates the use of ADR in the DOJ. Their mission is to promote the broader use of ADR,
to improve access to justice for all citizens, and to lead to more effective resolution of disputes involving
government. This site accesses documents, information on the Interagency ADR Working Group, speeches,
statistics on ADR use in different divisions of the DOJ.

Professional Associations - The Mission of The New York State Dispute Resolution Association is to promote the
full use of dispute resolution in New York State through the development and enhancement of appropriate
dispute resolution capacities in its communities. – a professional association for PhDs in conflict resolution - an inclusive, professional association for practicing Ombuds worldwide and those
using Ombuds skills in their work. - one of the ABA's newest and fastest growing Sections; maintaining
the ABA's national leadership role in the dispute resolution field and providing information and technical
assistance on all aspects of dispute resolution, as well as studying existing methods for the prompt and effective
resolution of disputes. - The Association for Conflict Resolution is a merged organization of the Academy of
Family Mediators (AFM), the Conflict Resolution Education Network (CREnet) and the Society of
Professionals in Dispute Resolution. It is a professional organization dedicated to enhancing the practice and
public understanding of conflict resolution. - The mission of the New England Chapter of the Association for Conflict Resolution (NE-
ACR) is to promote the professional development of Alternative Dispute Resolution (ADR) practitioners and
increase the understanding and use of ADR throughout New England. - Access Resources provides mediation and other ADR

training for those interested in the field. - The Professional Mediation Association encourages the

development of standards in training and certification in all areas of ADR while providing Industry, Agencies
and Individuals with expedited referrals to qualified neutrals. - The Center for Negotiation and Conflict Resolution seeks to extend the use of
dispute resolution techniques in civil society. The Center is interested in breaking new ground by using both
innovative and well-tested approaches in disputes involving multiple parties or complex issues where conflict
resolution has not been previously attempted. CNCR is also committed to dispute prevention, or proactive
dispute resolution. This involves a variety of processes to manage negotiations so that solutions to potential
problems can be explored before "differences" become "intractable positions". - The Mission of The New York State Dispute Resolution Association is to promote the
full use of dispute resolution in New York State through the development and enhancement of appropriate
dispute resolution capacities in its communities.

6 Douglas W. Bush, M.A. © 2007 - The purpose of the Society is to increase and apply psychological
knowledge in the pursuit of peace. This site not only offers information about the Society and its activities, but
also includes announcements and links relevant to the field of peace psychology in general. - The Conflict Management Division supports research, teaching and practice in
the areas of conflict, power, and negotiation. - The Association's website provides information on their conferences and meetings
which focus on topics related to Dispute Resolution.

International Associations - LEADR is an Australasian, not-for-profit membership organization formed in 1989 to
serve the community by promoting and facilitating the use of consensual dispute resolution processes generally
known as Alternative Dispute Resolution or ADR. LEADR aims to: serve the community by promoting and
facilitating the development, acceptance, and usage of ADR; promote education and research in ADR;
disseminate information for the benefit of its members and the community. - Conflict Resolution Network (CRN) was founded in 1986, then under the
auspices of the United Nations Association of Australia. Its purpose is to research, develop, teach and
implement the theory and practice of Conflict Resolution (CR) throughout a national and international network.
It maintains close links with CR programs at universities, and supports trainers and educators at every level in
the community.

Mediation Centers - provides dispute resolution services

to businesses and families in the New York City, Long Island, and New Jersey areas. Mediation, to be
successful, requires a particular dedication and focus. All of our mediators work in areas where they are
particularly skilled and experienced, such as insurance disputes, matrimonial and custody matters, real estate,
business conflict resolution, employment harassment and discrimination cases, construction cases and
community group disputes. - The Campus Peer Mediation Center provides an

opportunity for all MSU students who are in conflict to participate in mediation, which is a facilitated joint
problem solving process. - The Mediation Center is a place for creative resolution of disputes between
parties. We also teach conflict resolution skills to youth and adults. Established in 1984, the Center is non-profit,
staffed by professionals and skilled, trained volunteer mediators. Mediation services are offered free or on a
sliding scale fee basis. - U of M Student Mediation Services offers mediation services, as well as conflict

resolution training to students, and also offers conflict resolution services to the Ann Arbor community through
a partnership with the Washtenaw County Dispute Resolution Center.

http://scs.student.Virginia.EDU/~mediate/ - University Mediation Services (UMS) was founded in 1996 to give

the students and community of UVA an alternative form of conflict resolution and to educate the community
about the advantages and tools of the mediation process. Operating fully as a student-run organization, it
provides mediating services to disputing parties is a student or group of students at UVA.

7 Douglas W. Bush, M.A. © 2007 - NVMS offers a wide range of workshops in conflict resolution, core
mediation skills and advanced mediation skills. Certificate programs are also offered in the following topics:
Federal Workplace Mediation Skills, Family Mediation, Workplace Mediation and Conflict Resolution,
Commercial Mediation and Conflict Resolution Processes. Classes are offered on a regular schedule throughout
the year and are also available for delivery on-site. Instructors are experienced in both training and in the
mediation and conflict resolution topics they teach. NVMS is affiliated with the Institute for Conflict Analysis
& Resolution (ICAR) at George Mason University. - The Dispute Resolution Center is an independent, nonprofit organization that

provides and promotes accessible, high-quality dispute resolution services for all people in the Travis County
area. - The mediation program provides mediation services and

conflict resolution educational programs to the University community. - The DRC is available to teach conflict resolution

skills and to provide mediation services.

Consultants - Not-for-profit life coaching and conflict management

organization. - This organization works to help business owners "create a

tailored method of resolving conflicts at their earliest stages and help to formulate processes that encourage
dispute avoidance" Diversified Consulting). - Dana Mediation Institute hopes to be a value adding resource for identifying
and removing the hidden costs and business risks caused by adversarial practices within organizations.


Thomas-Kilmann Conflict Mode Instrument (TKI)

Kenneth W. Thomas and Ralph H. Kimann
Consulting Psychologists Press, Inc.

The TKI is the number one best-selling instrument for conflict resolution. Participants select responses from 30
statement pairs to discover which of five conflict handling styles is their preferred "mode." Their individual
interpretive report shows graphically how the participant uses the five conflict-handling modes:
- Competing: High assertiveness and low cooperativeness. The goal is "to win."

- Avoiding: Low assertiveness and low cooperativeness. The goal is "to delay."

- Compromising: Moderate assertiveness and moderate cooperativeness. The goal is "to find a middle

- Collaborating: High assertiveness and high cooperativeness. The goal is "to find a win-win solution."

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- Accommodating: Low assertiveness and high cooperativeness. The goal is "to yield."

Based on the participant's particular use of each approach (high, average, or low), the report offers specific
suggestions to help him or her understand the pluses and minuses of a particular conflict-handling style, with
suggestions for considering alternative approaches.

Conflict Dynamics Profile (CDP)

Craig Runde, Ph.D.
Leadership Development Institute
Eckerd College
St. Petersburg, FL
The Conflict Dynamics Profile (CDP) was developed to prevent harmful conflict in the workplace. It provides
managers and employees with a greater awareness of how they respond when faced with conflict so that they
can improve on those behaviors causing the most problems.

The CDP's focus on conflict behaviors, rather than styles, emphasizes an action-oriented approach which
lessens the problems associated with harmful or unproductive forms of conflict and results in more effective
conflict management skills.

There are two versions of the CDP: the CDP-360 and the CDP-Individual (CDP-I). The CDP-I is a "self report"
(it only looks at how you view yourself), whereas the CDP-360 is a full spectrum tool which gives not only
your self view but also delineates the feedback from bosses, peers, and direct reports.

As a psychometrically sound instrument, the CDP shows solid evidence of reliability and validity and has been
normed against a variety of organizations. Easily completed in 20-25 minutes, the CDP comes with a thorough
Development Guide offering practical tips and strategies for strengthening conflict management skills.
Applicable for all types of organizations, the instrument can be used within the context of an existing training
program, as a stand-alone assessment for an individual or group of employees, or as part of a coaching

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