the conflict resolution network has a free conflict resolution kit on their website.

the kit contains 12 pages about win-win, mediation, managing emotions, etc. and has a checklist which pulls together the ideas of the 12 pages which would be great to use to work thru a conflict.

really great stuff written so anyone can understand. i wish they offered it as a 13 page PDF to download as well as the web pages.

the organisation also has their full training manual online to download for free (and that is in PDF).