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.

For a mediator to be successful he or she must possess a wide range of skills. One of the most important, but perhaps least appreciated, is the ability to actively listen to what a party is saying and to note what the party is not saying. All too often we hear what we expect someone to say rather than what is actually said. It is a fundamental principle that mediators must not prejudge the case nor impose their own prejudices on the parties. Furthermore, a mediator has to be able to tune into “where the speaker is coming from” and read the “sub text” or hidden messages given out by the parties.

Mediation skills

This course is designed for managers that need the skills to manage effectively difficult mediations and to handle the behaviour of challenging colleagues. It will enable delegates to:

1.      Gain an understanding of the issues that produce challenging behaviour and conflict

2.      Mediate conflict issues in a calm and professional manner

Delegates will learn how to:

  • Gain a full understanding of mediation and other forms of conflict resolution
  • Use mediation to resolve workplace conflict
  • Prepare effectively for a mediation
  • What process to follow
  • Deal with conflict in the mediation itself
  • Handle stalemate situations
  • When and how to conclude a mediation meeting


9.30AM – 5.30PM

  • 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



  • Introduction/course aims and objectives
  • What is mediation and how can it help to resolve conflict

Delegates will learn how to recognise situations that require a mediation approach and how mediation skills can be used to resolve workplace conflict.

  • Recognising assertive, aggressive and passive behaviours

Delegates will able to recognise passive, aggressive and assertive communication and body language. We will also show how to reduce potential conflict by adopting assertive behaviours.

  • Managing internal dialogue

Delegates will examine how they are able to manage their internal dialogues to enable them to develop self-confidence when faced with difficult situations. Becoming adept at establishing sound inner dialogue will help you if you feel intimidated by the customers or colleagues; when you have to make an immediate statements or responses; or if you have an ongoing problem to resolve.

11.00-11.15 Break

  • Effective communication skills

Delegates will learn how to master the elements of verbal, vocal and visual communication and how to use them to enable you to assertively persuade, influence and control others. As we examine visual and vocal images and how they impact upon communication, delegates can assess their own presentation styles and maximise on their strengths as a presenter.


  • Preparing for effective mediation

Delegates will learn strategies that will increase their self-confidence and enable them to plan for a successful mediation. Delegates will also learn tips and techniques for assertive delivery; what to say and how to respond to typical situations.

  • Maintaining control in mediation meeting

Delegates will learn strategies which will enable them to pre-empt conflict within a meeting; quickly assess the situation; verbalise it without confrontation; and manage the meeting effectively.

  • Handling conflict

Dealing with hostile, angry and aggressive people requires different strategies and techniques. Delegates will learn how to handle difficult situations and maintain control in a calm and professional manner.

  • Handling objections and rejection

The ability to deal with objections and opposing views is an essential skill to master. We will focus on how delegates can control communications so that they are able to deal with all objections calmly and confidently. We will cover; understanding the types of objection; dealing with objections effectively and keeping control.

  • Role-play and critique


  • Action plans
  • Course paperwork
  • Questions and answers

Proposed methods of training will include:

  • Trainer-led facilitation
  • Role-playing typical situations (using video or audio feedback, if applicable)
  • Group work
  • Workbook exercises and activities
  • Video scenarios with discussion.

All delegates will receive a workbook that doubles as an excellent post course reference manual.

All our in-house training is tailored to your requirements, this is our standard In-House Agenda but bear in mind the course could be tailored to your needs.

Other related courses include assertiveness skills, negotiation skills and communication skills for managers. Click here if you need more information regarding Dealing With Difficult People training courses or contact Total Success who will be delighted to talk to you via e-mail.

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