Workplace Mediation and Conflict Resolution Skills
Training & Human Resources
Introduction
This skills-based course covers the new and exciting area of Workplace Mediation and conflict resolution. Workplace mediation is now seen as an essential skill for personnel and human resource professionals and is the fastest-growing area of professional development in modern HR practice.
In any workplace, we can be guaranteed to
encounter conflict. Up to 30-40% of a typical manager’s time can be spent
dealing with conflict. Senior executives report spending up to 20% of their
time in activities involving harassment and dismissal.
By the end of the course, participants will be
able to:
- Understand of workplace mediation theory,
practice, and methods.
- Apply a model of effective workplace mediation.
- Interpret cultural differences that affect the
mediation process.
- Develop their skills in core mediation
practice suitable for workplace conflict.
- Effectively deal with blockages in the
mediation process.
- Understand the basics of reaching and
formalizing mediation agreements.
- Learn how to be aware of one’s abilities and
limitations in conducting workplace mediation sessions.
- Develop an ethical framework for the practice
of workplace mediation.
- Utilize workplace mediation theory, practice,
and methods.
- Apply the 7-step model of effective workplace
mediation.
- Develop awareness of one’s tendencies in
thinking about and responding to workplace conflict.
- Develop an understanding that conflict is a
natural and necessary part of life and that how one responds to conflict
determines if the outcomes are constructive or destructive.
- Develop an awareness that competition &
collaboration are the two main strategies for effective negotiation.
- Understand cultural differences that affect
the mediation process.
Training Methodology
A highly interactive combination of lecture and discussion sessions will be managed to maximize the amount and quality of information, knowledge and experience transfer. The sessions will start by raising the most relevant questions and motivate everybody finding the right answers. The attendants will also be encouraged to raise more of their own questions and to share developing the right answers using their own analysis and experience.
Course Outline
Day 1:
Introduction to Mediation Theory & Practice
- Models of mediation.
- The workplace mediation process.
- Case study: Intervention.
- Workplace Mediation Video.
- When mediation works — and when it doesn’t.
- The Mediator’s role.
- How mediation differs from other interventions.
- Limitations of the role.
- What are you bringing to the room?
- Active listening refresher.
Day 2:
Understanding Conflict & Negotiation
- Introducing conflict theory.
- Thomas-Killman Conflict Mode Instrument (TKI).
- Conflict Handling Modes.
- Resolving Conflict.
- Elements of Negotiation.
- Introduction to Reframing Techniques.
- Stages of Negotiation.
- The Coleman Raider "Bare-Bones” Model.
- Possible Negotiation Outcomes.
Day 3:
Elements of Workplace Mediation
- The 7-step ‘Eastburn’ framework for effective
workplace mediation.
- Introducing Role play methods.
- Case Study Discussion.
- Caucusing Role Play.
- Mediation Role Play.
- Feedback and discussion on role-plays.
- Impartiality.
Day 4:
Effectiveness of Workplace Mediation
- Joint or Co-Mediation.
- Mediators at Work.
- Icebergs and elephants.
- Extensive Co-Mediation Role Plays.
- Politics of Discourse.
- Extended role-plays debriefing.
- Blockages – moving disputants forward.
Day 5:
Reaching Agreements & Mediation Ethics
- Reaching and formalizing agreements.
- Agreements Role Plays.
- Follow-Up.
- Ethical framework for practice.
- Ongoing professional development.
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