This course is of value to professionals and managers in organisations, wishing to introduce mediation to handle workplace conflict swiftly and cost effectively.


Course Aims and Objectives

Mediation skills are vital today. Our CPD accredited mediating and managing conflict courses are designed to help the mediator to successfully manage workplace conflict. The role of the mediator is to help parties reach a solution to their problem and to arrive at an outcome that both parties are happy to accept. Mediators avoid taking sides, making judgements or giving guidance. They are simply responsible for developing effective communications and building consensus between the parties. The focus of a mediation meeting is to reach a common sense settlement agreeable to both parties in a case.

This is part of a series of courses we developed for UNICEF to help their management team manage conflict and to introduce them to the skills and strategies needed for successful internal mediation.

Course Programme

  • The Pros and Cons of mediation
  • Taking a strategic approach to dispute and conflict resolution
  • Preparing for mediation
  • Understanding the mediation process
  • Essential mediation skills you must master
  • Dealing with deadlock
  • Closing the mediation and confirming the result
  • Understanding when mediation is not appropriate and selecting the right alternative

Pre/Post Course Support

Prior to conducting a course your training co-ordinator will have had the opportunity to liaise with one of our lead trainers who will begin to breakdown your companies objectives.

A key part of their process is understanding what led to your decision to improve your team.

We will incorporate all your current training materials to build in effective role plays and discussions suited specifically to your organisational needs.

Before each course delegates will have completed:

  • The pre-course questionnaire (Including personal objectives for the session)
  • A 5 minute training session that will be delivered during the course.

After the course each delegate will receive:

  • A CPD Accredited Certificate
  • A Comprehensive course manual
  • Additional resources beneficial to your continued learning
  • Video analysis and critique (Depending on delegate numbers)

Your organisation will receive:

  • Constructive feedback on the delegates progression
  • A roadmap for continued learning specifically to your needs


Proposed One-Day Course Agenda

This is a proposed agenda for the course.

Morning9.30-1.00 / Afternoon 2.00-5.30

Introduction/course aims and objectives

What is conflict?

What are the catalysts for conflict at work? Studies have shown that by recognising and reacting to them proactively 90% of conflict issues can be resolved positively. We’ll show delegates how to assess their team’s potential for conflict and immediate strategies for managing it.

Group work – The manager as a cause of conflict

My conflict resolution profile

Delegates will discover their conflict management profile and how they can use this information to handle conflict  that may arise with the individuals in their teams.

Role-play – Group role-play – managing the unexpected.

SWOT Strategies for delivering bad news

Using this classic assessment tool, delegates will learn how to use it to plan for the ‘psychological processing’ bad news is subject to before it is accepted.

Role-play – ‘Telling the team’

Strategies for motivating the team

How motivated are your team members? We will show delegates the classic signs of team demotivation and the consequences if these are not address immediately. Delegates will also learn the 3 key stages in successful motivation strategy.

Case study – Organisational motivation strategy for managers

Managing the very difficult conversation

Planning for the difficult conversation is an essential management skill. Couple this with planning for the difficult person and managers will quickly realise that they can confidently manage most of the situations they need to handle.

Group work – Planning for the very difficult conversation

An introduction to Mediation

Mediation is the process of facilitating the communication between parties in conflict towards understanding, collaboration and agreement. It requires both skill and courage. We will teach the delegates how to plan for and implement a successful mediation strategy.

Group work – Case study – Managing the Mediation

Recognising and reducing organisational conflict

Conflict has many ways of showing itself ranging from anger/frustration to absenteeism to low morale. Group workshops will attempt to identify when conflict contributes to ‘real’ stress and what specific actions are required

Helping others to manage conflict issues

An essential part of management is to facilitate effective communication on a personal and group level. From group discussion and role-play delegates will learn how to effectively counsel fellow employees to identify stress that arises from conflict and develop agreed solutions.

Course close and paperwork

All delegates will complete an action plan that can be used to evaluate the skills learned from the day.