Getting to the Core of Conflict and Communications

Getting to the CORE of Conflict and Communications

3-Part Webinar series for DOI Employees

Tuesday, October 22, 2019

Wednesday, October 23, 2019

Thursday, October 24, 2019

1:00 - 3:00 PM EDT

Instructor: Susan Goodwin, Facilitator, Mediator, Trainer, DOI Office of Collaborative Action and Dispute Resolution

Facilitators: Anne Desmarais, Assistant Director and Liz Madison, Director, Partnership and Community Collaboration Academy

Tuesday, October 22

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.
  • Welcome and Introductions

  • Conflict Resolution Process

  • Perceptions and Assumptions

  • Recognizing Challenging Conversations


Pre-webinar Assignments: 

  • Download and complete Section A (pg 1) of the GTC3 Worksheet. Bring the Worksheet to class 

  • If you're new to WebEx, please review  How to Join a Web inar (PDF)

  • Review Navigating Webex (PDF)

Webinar Materials:

  •  GTC3 Webinar 1 Presentation (PDF) 

  • In-class video: Monkey Business (Perceptions and Assumptions)

  • Navigating WebEx Classroom (PDF)


Wednesday, October 23

Session Two: Respond With Confidence

Define the sources and types of conflict. Learn about the emotional brain and how to calm ourselves and others. Explore different strategies for handling conflict, and the resources of the DOI CADR Office.
  • Distinguishing Conflict from Dispute

  • Emotional Intelligence

  • Conflict Handling Strategies

  • The Services of the CORE PLUS Program


Pre-webinar Assignments:

  • Complete Section B (“Triggers”, pgs 2-3) of your GTC3 Worksheet and bring to the next class
  • Print out and read Elements of an Effective Apology
  • Optional: Review Participant Workbook pages 1-11; and Tips for Dealing with Difficult People pages 48-49 
  • Optional: Watch the CORE PLUS video 

Webinar Materials:

  • GTC3 Webinar 2 Presentation (PDF)
  • In-class video: Malcolm in the Middle (Emotions and Conflict)

Thursday, October 24

Session Three: Resolve and Reflect

Learn how to prepare for challenging conversations and negotiations. Discover how to shift the dialogue from opposing positions to common interests. Develop strategies for making the conversation safe and responding with respect.
  • Preparing to Resolve Conflict

  • Communication Skills: Listening and Speaking

  • Reflection


Pre-webinar Assignments:

  • Print out and complete the Listening Self-Assessment
  • Print out and bring to class the Powerful Questions Summary
  • Bring your GTC3 Worksheet to class
  • Optional: Review GTC3 Participant Workbook pages 12-21

Webinar Materials:

  • GTC3 Webinar 3 Presentation (PDF)

Course Wrap-Up

Complete by Friday, November 1:

  • GTC3 Online Evaluation (link will be sent via email)
  • Review recordings of any webinars you missed, and complete the Self-Study Form below
  • Optional Deeper Dive: Complete Section D in your GTC3 Worksheet; Review the GTC3 Participant Workbook pages 22-45 

Self Study: Check in Here

Did you watch the recording for a session you missed? Let us know here.

GTC3 Overview

GTC3 Overview



Susan Goodwin

Susan Goodwin

Facilitator, Mediator, Trainer
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



The 22 Competencies


Academy Classroom


© 2019 All rights reserved.