Mediation Skills for Managers

A one day course on how to mediate conflicts in the workplace.

Learning Objectives

Understand how and why conflict arises in the workplace.

Understand the conflict resolution options and how mediation works.

An appreciation and understanding of the skills required.

How to put into practice in day to day management.

Course Content

Introduction

Conflict resolution options

An overview of the mediation process; how it differs from other processes

Mediator Skill Set

Deep listening

Building Trust and Rapport

Maintaining neutrality and independence

Questioning techniques and getting to what matters

The Mediation Process

A demonstration

Key principles

The stages of mediation

What to do if things get stuck

Beyond Mediation

Sustaining agreement

Applying mediation skills in day to day management

Delivery

A mix of lecturing, experiential learning and use of case studies.

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Featured Case Studies

Group Conflict – Conflicts between teams

It is not uncommon for conflict to arise between different teams. This can have considerable impact on both individuals and performance. A number of approaches can be used in this sort of scenario, including neutral assessment, team facilitation and group mediation.

Conflict Coaching – Shareholder/Director dispute

Agreement could not be reached to enter into mediation in this situation and therefore coaching was an alternative support provided to one of the parties. The relationship between a majority shareholder and a shareholder/director was causing conflict. The relationship would be ok at times but disagreements would flare up from time to time and this was beginning to impact on the business.