Mediator Skills Training

This two part course gives employees and managers the mediation skills and strategies they need to successfully mediate in their own workplace. It equips candidates with the skills, behaviours and knowledge needed to be an effective workplace mediator and manage the mediation process.

The training is specifically designed to develop the necessary and essential skills to carry out face-to-face workplace mediation between people in dispute and to understand how mediation can be used effectively within the context of organizations.

The course is based on classic mediation principles and also includes a range of practical conflict resolution skills and communication techniques which can be used as a valuable every day management. It is intensive skills training at its best, based on a mixture of participative group exercises and role-plays of typical workplace disputes.

Who Should Attend?

It is suitable for people within organizations such as directors, managers, supervisors, personnel and human resources staff. It is also suitable for private individuals who wish to receive quality professional training in workplace mediation which is highly regarded.

Course Objectives:

  • understand the nature of workplace conflict
  • be able to identify when internal workplace mediation is appropriate
  • have the skills and behaviours needed to be an effective mediator
  • know the mediation model and the key tasks of each stage
  • be able to manage the mediation process effectively and confidently
  • understand the conflict dynamics between people in the workplace
  • know how to evaluate their own performance and that of others

Learning Methods

We use a range of participatory and interactive learning methods to inform and teach you these specialist skills and to build on the skills you already have, including stimulating group and pair exercises, discussions, so you see real life mediations, mediation role plays…. all done in the most positive and enjoyable way.

We use a minimum of two trainers, with extra trainers brought in for role play. We limit trainee numbers to 12 on each course to allow maximum individual attention. You will receive plenty of support from our expert team of trainers and assessors.

The trainers are either long term mediators or employment lawyers -this gives the trainers a particular expertise in ‘working relationships’, how to deal with complex issues and strong emotions within conflict situations and how to rebuild working relationships so that they ‘function’ and respectful working relations and practices can be resumed.

Courses

Basic
  • to increase participants awareness around the subject of conflict, positive and negative aspects, why it is often difficult to handle and to look at ways they personally handle conflict situations
  • to teach participants a number of skills and techniques to help resolve conflict and interpersonal disputes effectively
  • to inform participants about what mediation is, how it differs from other forms of dispute resolution
  • how to facilitate a face to face workplace dispute between two people (through role-play with real-life workplace scenarios (i.e. harassment/bullying cases and many more).

Contents of Phase One

  • negative and positive aspects of conflict
  • behaviours that escalate and de escalate complaints or conflicts
  • clarifying the skills of a mediator
  • personal and organizational responses to conflict: passive/flight/fight/assertive
  • a definition of workplace mediation
  • the principles of workplace mediation
  • issues of confidentiality and boundaries
  • the five step structure of mediation
  • the importance of ground rules and keeping safety
  • explanation of the concept of mediation win/win problem solving
  • how to move from ‘positions’ to underlying ‘interests’ and ‘needs’
  • effective conflict resolution communication techniques
  • active listening and summarising skills
  • building rapport and appropriate body language
  • reframing inflammatory, negative or derogatory language
  • identifying underlying issues
  • strategies to remain professional and impartial as a mediator
  • when mediation is appropriate to use and when not
  • skills to maintain control of the mediation and to remain fair and equal
  • participants role-playing face to face mediations of typical workplace complaints, with coaching from the trainers

For prices and dates, please see our Training Calendar

Advanced
  • to assess how best to use workplace mediation within organizations, particularly with reference to personnel policies i.e. grievance or harassment/ bullying
  • to look at interpersonal dynamics, the causes of conflict in the workplace and how to handle differences as a mediator in a fair, non judgemental way
  • to look at your own stereotypes and biases in order to raise awareness around discrimination issues, mediating issues around racism and to maintain equality and impartiality at all times
  • to learn and practise further essential mediation skills such as how to handle difficult behaviours or strong emotions within the mediation itself (mainly through role-play)
  • to learn how to deal with highly ‘complex’ mediations through a detailed mediation case study concerning a complaint of bullying
  • earns more ‘tool’s from the kit to help you get to the interests
  • further skills practice using the case study and lots of fun in role plays

Content of Phase Two:

  • understanding interpersonal dynamics in the workplace
  • role-playing conflict intervention between staff or customers, using mediation skills as an everyday management tool
  • looking at your own stereotypes and biases in order to increase awareness of diversity issues - your own personal triggers, what gets to you…
  • looking at how differences in culture may be part of workplace conflicts
  • strategies on how to remain impartial and fair to all
  • holding clear boundaries within mediation
  • skills and practice to affirm the positive and support movement towards clarity
  • of communication and agreements for the future
  • creative idea storming, getting to realistic workable solutions
  • how mediation can be used within such personnel policies as Equal Opportunities, Grievance, Harassment or Bullying
  • the range of possible uses of mediation within organizations, internally and externally, including complaints procedures
  • the overall benefits of workplace mediation to employees and to organizations who want to carry out mediation specifically for complaints within organizations.
  • can you be a neutral mediator in your own company

For prices and dates, please see our Training Calendar