Practical Mediation Skills - 2 day course

This course is approved by the ILM (Institute of Leadership and Management).

The course provides a thorough grounding in mediation and dispute resolution. Our expert facilitators will equip your managers with the skills to prevent conflicts from occurring and to resolve those that do occur effectively, speedily and constructively.

Upon completion of the course, delegates are qualified to join The Professional Mediators’ Association (The PMA). More information about The PMA can be found at www.professionalmediator.org . 

• What is conflict and how do we react to it?
• Conflict as an expression of loss and of unmet needs.
• The causes and effects of workplace conflict.
• The TCM Conflict Escalator.
• The 5 conflict management styles (avoid, accommodate, confront, compete, collaborate).
• Mediation - its principles, process and philosophy.
• The 5 golden rules for a mediating manager.
• How to set up and run a mediation session.
• How to be impartial when people want you to take sides.
• Active listening: how to separate facts, feelings, perceptions and needs.
• Challenging prejudices, stereotypes and assumptions in mediation.
• How to influence, negotiate and seek consensus.
• Reframing and Non-Violent Communication.
• The role of mediation in tackling bullying, poor performance, absence, inappropriate behaviour, etc.
• Reaching agreement and action planning.

This 2 day course has helped hundreds of managers across the UK to get a grip on workplace conflict.

1. Understand the nature and the impact of conflict.
2. Possess the key skills to prevent and resolve conflicts and disputes.
3. Understand the principles, the process and the practical applications of mediation.

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