Conflict Management and Negotiation Skills for
Mental Health Consumers Working As Service Providers: Creation and Field Testing of a Skills Training Manual
Samuel Shore, M.S.W., Laurie Curtis, M.A., and Ann Marshall
This project draws on work in the fields of conflict resolution, mediation, self-advocacy, self-help, and personnel management to produce a training
manual that will increase knowledge about effective negotiation strategies and provide experiential exercises for applying these strategies. The topics covered in the manual include: common areas of conflict for
peer service providers; understanding the conflict situation; interpersonal communication skills; problem solving and negotiation; mediation; adjudication; and litigation; and practical applications in the
The final version of the manual has been prepared in a ten chapter format which includes general information, real life case examples, exercises, "hot tips," and worksheets for readers to
complete. The manual is designed to be used as a self-study workbook or training manual. References and helpful resources are included in the manual's appendices.
You can order the manual entitled Managing Workplace Conflict: A Skills Training Workbook for Mental
Health Consumers and Supervisors from our Employment Publications page.
Paolo del Vecchio (ex officio) Joel Slack (ex officio) Ann Marshall, B.A.
Shery Mead Noel Mazade, Ph.D. Kelly Ann Harris
Betty Loman Patricia Kramer David Gettys
Lori Shepherd, M.A. Harrison Kinney Marianne Long