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.

Mediation is generally defined as the intervention in a negotiation or a conflict of an acceptable third party with limited decision-making power, who assists the involved parties in voluntarily reaching 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 minimizes psychological harm. Essentially, mediation is a dialogue or negotiation involving a third party.

Course Objectives

At the end of this workplace mediation and conflict resolution course, the 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.

Course Content

DAY 1:

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.

DAY 2

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:

Introducing Role play methods

Case Study Discussion

Caucusing Role Play

Mediation Role Play

Feedback and discussion on role-plays

Impartiality

DAY 4:

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 and formalizing agreements

Agreements Role Plays

Follow-Up

Ethical framework for practice