Course details

Overview ?

The Course

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 that we will come across 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 issues such as harassment and dismissal.

A survey conducted by Price Waterhouse and Cornell's PERC Institute on Conflict Resolution of over 530 Fortune 1000 corporations stated that 90% of respondents view conflict management as a critical cost-control technique and 88% of respondents reported using mediation in the last three years.

Mediation is generally defined as the intervention in a negotiation or a conflict of an acceptable third party who has limited decision-making power, who assists the involved parties to reach voluntarily a mutually acceptable settlement of the issues in a dispute. In addition to addressing the substantive issues, mediation may also establish, strengthen or terminate the relationships between parties in a manner that minimises psychological harm. Essentially, mediation is a dialogue or negotiation with the involvement of a third party.

The Goals

To help you learn how 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 your skills in core mediation practice suitable for workplace conflict
effectively deal with blockages in the mediation process
understand the basics of reaching and formalising mediation agreements
be aware of one’s own abilities and limitations in conducting workplace mediation sessions
develop an ethical framework for the practice of workplace mediation

The Process

Self–assessment, case study, role-play, small group work, facilitated exercises and feedback to facilitate learning and assist participants to raise their confidence and improve their skill level.

The Results

Following completion of this unit, you will know how to:

utilise workplace mediation theory, practice and methods
apply the 7-step model of effective workplace mediation
develop awareness of one's own 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
develop skills in core mediation practice suitable for workplace conflict
effectively deal with blockages in the mediation process
understand the basics of reaching and formalising mediation agreements
be aware of one’s own abilities and limitations in conducting workplace mediation sessions
develop an ethical framework for the practice of workplace mediation

The Programme Content

Day One

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 do you bring to the room?
Active listening refresher

Day Two

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 Three

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 Four

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 Five

Reaching Agreements & Mediation Ethics

Reaching and formalising agreements
Agreements Role Plays
Follow-Up
Ethical framework for practice
Ongoing professional development
Course Summary & Evaluation

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