Mediation Skills for Managers

Overview

A one day course on how to use mediation skills and techniques to positively resolve conflict and to enhance management and leadership skills.

This course covers the causes of workplace conflict, understanding conflict resolution

options, an overview of the mediation process and skills required and how to apply day to day. Delegates will receive a free copy of The Managers Guide to Mediating Conflict by Alison Love.

Learning Objectives

By the end of the course you will:

1. Understand how and why conflict arises in the workplace.
2. Understand the conflict resolution options and how mediation works.
3. Gain an appreciation and understanding of the skills required.
4. Understand how to put the skills into practice in day to day management.

Course Content

1. Introduction
2. Conflict resolution options
3. An overview of the mediation process; how it differs from other processes
4. Mediator skill set
5. Deep listening
6. Building trust and rapport
7. Maintaining neutrality and independence
8. Questioning techniques and getting to what matters
9. The mediation process
10. A demonstration
11. Key principles
12. The stages of mediation
13. What to do if things get stuck
14. Beyond mediation
15. Sustaining agreement
16. Applying mediation skills in day to day management

Delivery

A mix of lecturing, experiential learning and use of case studies. Includes a free copy of The Manager’s Guide to Mediating Conflict by Alison Love.

Cost: £275 plus VAT per delegate (£250 plus VAT for additional delegates)