Workplace Mediation Skills 3 day (ILM Recognised)
COURSE INFORMATION BROCHURE
Workplace mediation skills An ILM Accredited 3-day course for up to 8 people.
Method and Assessment
This course is suitable for expereinced, mid or senior
For people who may informally be called in to me-
Our 5-day Workplace Mediator programme is a mar-
level team leaders and managers. The high level of
diate disputes. This programme contains practical,
ket leader in the field designed by mediation special-
skills are particularly suited to people who may have
tried and tested skills content, with resolution and
ist John Crawley. The course is customised to your
an organisation-wide responsibility for conflict man-
facilitation models to understand and apply and a
needs. Attendees are assessed on this course. (You
agement, dignity at work, bullying or performance
range of conflict facilitation skills. The course con-
can upgrade to the Workplace Mediator Qualifica-
management. It is useful in an environment where
tains skill-sharing between participants, peer feed-
tion via a 2 day upgrade module).
difficult conversations are likely. It is particularly
back, self awareness raising activities and extensive
suitable for HR managers who are handling disputes
skills input and coaching from the trainer in difficult
and grievances, customer service managers, internal
and complex conflict situations.
facilitators, coaches or counsellors, L&D practitioners, Diversity and Equality staff.
Tel. 0845 600 8851
More Information COURSE OUTCOMES The 3 day Mediation advanced skills programme will enable participants to: • Apply mediation skills to a range of situations • Explore and understand feelings and resolve issues at work • Build rapport under pressure and set upset / angry people at ease • Manage strong emotions and be able to challenge inappropriate behaviour • Manage disputes and difficult conversations fairly and impartially • Increase the use of informal resolution in your workplace where appropriate • Keep parties involved and encourage others to respect one another • Help the parties navigate through the mediation process to a win/win conclusion • Defuse angry and upset behaviour and manage conflict in a non-blaming, proportionate way • Develop strategies for encouraging dialogue, breaking impasses and building agreement in a range of workplace disputes • Encourage the use of mediation and cascade mediation skills at work.
Tel. 0845 600 8851
Course Outline Day 1
DEVELOPING MEDIATION SKILLS
CONFLICT RESOLUTION MEDIATION STYLE
RESOLVING CONFLICT LIKE A MEDIATOR
Understanding conflict – why does it happen?
Thinking like a mediator
Harnessing the positive and mediating the
negative aspects of conflict – Suspending
The structure and dynamic of the joint
Encouraging and sustaining direct dialogue.
Learning when to sit back and when to
The mediator power dashboard – Control and creating a safe environment
Managing difficult behaviour and stuck
judgement, normalising conflict, maximising the
Opening and uninterrupted time
positives and mediating the negative aspects
Encouraging and sustaining direct dialogue
Working through power imbalances
Taking a non-judgemental approach –
Getting the most out of mediation – The ABC
Impartiality and empathy
Preparing for agreement and closing the
Responding to people like a mediator
Understanding where people are coming from
Conflict facilitation and resolution skills
Understanding what people are looking for
Looking for common ground
– Clean-sheet listening, reflection and checking, funnelling questions •
Creating a positive platform for resolution
Win-win – moving from positions to interests
Building mediation readiness
Role plays - meeting the parties separately
Run through of a joint session
Tel. 0845 600 8851
– Mutualising and normalising •
Guide – Focusing on your •
Role plays – Tricky moments –separate party meetings and joint mediation session
Closure and evaluation – using mediation – Practical application
Proportionate conflict management and defusing upset and aggression
Role plays – joint mediation session
Why People Resolutions? Highlight Benefits All of our programmes: • Contain immediately usable skills and strategies to alter thinking, raise awareness and change behaviour • Contain unique People Resolutions content • Are customised to your organisation’s policies, processes and cultural context - see later for more information • Come with free telephone support • Can be blended with pre and post-course learning material (including e-learning) to maximise the effectiveness of each programme - see later for more information • Can be delivered anywhere in the UK • Have a dedicated Project Manager to support you • Include course evaluations and recommendations • Can be supported by expert mentoring for specific cases and ongoing - see later for more information • Sit alongside our ‘Resolution Hub’ – An expansive collection of free, downloadable resources, including white papers, blog posts, webinars, skills tips, scripts for effective conflict management, conflict resolution Q&A and much more. • Conclude with a Resolution Readiness Review - an informal workshop (face-to-face or online) with key organisational stakeholders to help plan and implement a constructive, creative and collaborative approach to conflict resolution at work. The review will help you get the most out of conflict resolution, mediation and investigation strategies.
Tel. 0845 600 8851
Why People Resolutions? Experienced Trainers
Expert Mentoring and Ongoing support
Our programmes are run by professional trainers who:
Additionally, People Resolutions experts can provide:
• Have conducted relevant training for many years
• Expert mentoring during individual cases e.g. mediation, investigation, etc.
• Are excellent facilitators as well as technical experts
• Online or face-to-face refreshers, continuing practice sessions or an
• Are members of appropriate professional bodies with relevant qualifications
ongoing support package
• Bring a wealth of practical experience and insight into the training room to bring materials to life and engage delegates
Contact us about the costs for these support services.
• Combine knowledge with practical, organisation-specific application through case studies, role plays, interactive discussion and scenarios.
Customised Learning Material
Blended Learning and E-Learning
We will work with you to design a bespoke learning event, taking into account aspects
People Resolutions will work with you to create the maximum learning
such as organisational culture, issues and behaviours relevant to your organisation’s
opportunity by using a blended learning approach. We already have some
environment, policies and procedures. Our training delivery is backed up with tried
online material which we can weave into courses, and we can create content to
and tested investigation processes, materials and standards. All casework material
be used within your own e-learning framework and provide tailored webinars,
and content is customised to your needs.
video tips, scripts and investigation guides. People Resolutions also has links with specialist e-learning partners to assist us in producing practical knowledge or skills-based e-learning materials.
Tel. 0845 600 8851
Please get in touch for more information
Argument to Agreement Participants will all receive a copy of the pocket guide – From Argument to Agreement – Resolving Disputes through Mediation by John Crawley from John Crawley Mediation Books Cambridge 2012. The ABC Guide to Workplace Conflict Resolution by John Crawley – published by People Resolutions Ltd is also part of your on-course pack.
0845 600 8851 www.peopleresolutions.com firstname.lastname@example.org @Peopleres