Getting to the Core of Conflict and Communications

Getting to the CORE of Conflict and Communications

NPS Cohort 1:

Course Notebook

Live 3-Part Virtual Course

Tuesday – Thursday, July 14-16, 2020

10:00 AM - 12:00 PM PDT
10:00 AM - 12:00 PM MST (AZ)
11:00 AM - 1:00 PM MDT
12:00 PM - 2:00 PM CDT
1:00 PM - 3:00 PM EDT

  • All course materials will be available 24 hours prior to Session 1. 
  • Webinars will held in Webex, using an external conference line.
  • New to Webex? Download instructions for joining and/or using VOIP.
  • Check your email for passwords and instructions for joining the webinars. 
  • Please log in 5-10 minutes early to troubleshoot any technical difficulties.
  • Please contact us if you need assistance:

Session One: Recognize the Signs

July 14, 2020

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

Pre-Session Assignments: 



  • Welcome and Introductions
  • Conflict Resolution Process
  • Perceptions and Assumptions
  • Recognizing Challenging Conversations

Pre-Session Assignments: 



Session Two: Respond With Confidence

July 15, 2020

Define the sources and types of conflict. Learn about the emotional brain, how to calm ourselves and others, and give and receive feedback during a conflict. Explore different strategies for handling conflict.


  • Distinguishing Conflict from Dispute
  • Emotional Intelligence
  • Giving and Receiving Feedback
  • Conflict Handling Strategies

Pre-Session Assignments:




Session Three: Resolve and Reflect

July 16, 2020

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. Learn about the resources of the CORE Plus program at DOI CADR.
  • Preparing to Resolve Conflict
  • Communication Skills: Listening and Speaking
  • DOI CADR CORE Plus Program
  • Reflection

Pre-Session Assignments:





Course Wrap-Up

Complete by Friday, July 24:

  • Complete the GTC3 Online Evaluation (link will be sent via email)
  • View recordings of any webinars you missed, and complete the Self-Study Form below.
  • Report your course completion in DOI Talent.
  • Recommended: Complete "Preparing for Challenging Conversations" exercise (Workbook p. 41-42)

Looking for more training? 

  • DOI CADR Advanced Communications Training course: The training will include a combination of theory and skill-building in a co-learning environment. This is a “level 2” communication training that builds upon and enhances the learning from the “level 1” GTC3. NPS Course dates/times:
    • September 28-30 @ 12:30-3:30pm ET
    • September 15-17 @ 12:30-3:30pm ET
  • Upcoming virtual courses at USFWS NCTC, and link to NCTC website


Managing by Network Overview

GTC3 Class Overview and Policies

Anne Desmarais

Course Facilitator

Assistant Director, Partnership and Community Collaboration Academy

Sigal Shoham

Organizational Ombuds
DOI Office of Collaborative Action and Dispute Resolution

Tahirih Varner

Certified Organizational Ombuds Practitioner
DOI Office of Collaborative Action and Dispute Resolution

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