Prudence Bowman Kestner is president of the Institute for Organizational and Personal Transformation, Inc. (I-OPT).
Formerly she was the associate director of the American Bar Association's Section on Dispute Resolution (ABA/ADR).
Ray, Larry :
Larry Ray is an attorney in private practice. He served as executive director for the National Association for
Community Mediation (NAFCM) and for the American Bar Association (ABA) Section of Dispute Resolution. He provides
training for the American Management Association (AMA), the Maryland State Highway Administration, and the Graduate
School, USDA. He arbitrates for the National Association of Securities Dealers (NASD) and United States Arbitration
and Mediation (USAM). He mediates for the World Banks Group, the United States Postal Service, the National Archives,
and the U.S. Office of Special Counsel. He serves as a senior instructor for the George Washington University School
of Law and Keller Graduate School.
Kestner and Ray have conducted trainings in communication, conflict management, mediation, and negotiation.
Summary
The Conflict Resolution Training Program Participant's Workbook offers both new and seasoned negotiators, mediators,
and arbitrators a step-by-step approach for learning dispute resolution techniques. This hands-on workbook is filled
with a variety of exercises, activities, worksheets, role plays, and other interactive techniques that are readily
accessible for learning the skills needed to resolve conflicts. Trainers and participants can select the sections
of the flexible program that best meet their specific objectives and goals.
Authors Prudence Bowman Kestner and Larry Ray have years of experience conducting conflict-resolution trainings
and seminars with a wide variety of organizations. Together they developed the Participant's Workbook based on
their highly successful Conflict Resolution Training Program. The workbook includes valuable lessons on multi-option
dispute resolution, conflict and conflict management, communication skills, values, perspectives, creativity, consensus,
negotiation, mediation, and arbitration. The Conflict Resolution Training Program includes
An exploration of such critical issues as stereotyping, perspectives, and power
A description of how creativity is of vital importance for resolving conflicts
Suggestions for honing communication skills such as empathic listening, questioning, validating, reframing,
and nonverbal communication
A proven multi-option approach to dispute resolution
Recommendations for dealing with crisis, the nature of conflict, styles of conflict management, and impasse
An explanation of the distinction between positions and issues
