Getting to the CORE of Conflict and Communications

Session One: Recognize the Signs

Learn the 4 Rs of the conflict resolution process. Understand what makes communication challenging and recognize how our perceptions and assumptions can contribute to conflict.

Pre-Webinar Assignment:

In-Class Videos



Session Two: Respond With Confidence

Define the sources and types of conflict. Learn about the emotional brain and how to calm ourselves and others. Develop strategies for making the conversation safe and responding with respect.

Pre-Webinar Assignments:


Session Three: Resolve and Reflect

Apply the five conflict strategies to the workplace. Discover how to shift the dialogue from opposing positions to common interests. Learn how to prepare for challenging conversations and negotiations.

Pre-Webinar Assignments:

  • The Story of the Orange with Denis Desmarais, 2 mins
  • Listening Self-Reflection: Practice one listening skill from "How Good a Listener Are You?" (Word) (PDF) How did that go? Be ready to share your experience.
  • Print, Read and Reflect on your Negotiation Scenario (this will be sent by email after Session 2)
  • Optional: Review the Communication Skills Checklist

Additional Materials:

  • Download the E-workbook: GTC3 Participant Notebook 2016.pdf 
  • For recordings of the webinars, please contact Susan Goodwin, Collaboration and Conflict Management Specialist, DOI Office of Collaborative Action and Dispute Resolution, 703-235-0181,


GTC3 Overview

GTC3 Overview

  GTC3 FAQ  


Susan Goodwin

Collaboration and Conflict Management Specialist

DOI Office of Collaborative Action and Dispute Resolution

Anne Desmarais

Course Facilitator

Assistant Director, Partnership and Community Collaboration Academy

Liz Madison

Course Facilitator

Director, Partnership and Community Collaboration Academy

Joy Lujan

Instructional Video

Community Planner, Collaboration Clinics and RTCA, NPS

Denis Desmarais

Instructional Video

Negotiation and Collaboration Consultant-in-Residence

Partnership and Community Collaboration Academy



The 22 Competencies


Academy Classroom


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