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Workplace Mediation Skills 3 day (ILM Recognised)



Workplace mediation skills An ILM Accredited 3-day course for up to 8 people.

Course Suitability

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

Day 2

Day 3




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.

mediation session

Learning when to sit back and when to

The mediator power dashboard – Control and creating a safe environment

intervene. •

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 –

Seeking movement

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 @Peopleres

People Resolutions Course Information- Mediation skills- 3 day (ILM Recognised)  

Workplace Mediation Skills 3 day (ILM Recognised)