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.

THE STAGES OF MEDIATION

1 Get started on a positive note:

• create and keep ground rules

2 Listening time – give each side a full hearing:

• focus on specifics
• move away from blame
• reflect and summarise what you hear
• separate performance from personality

3 Learning to work together:

• search for common goals
• agree the problem

4 Working towards agreements:

• encourage communication
• take one issue at a time
• create options
• check feasibility
• work out an action plan

5 Agreeing measurable actions:

• confirm details of action
• check understanding of tasks
• work out fall-back proposals and ways of continuing working on the problems
• arrange follow up

Who will benefit from the course?

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

• Hostile negotiators
• Conflict with colleagues and other departments
• Aggressive and hostile behaviour from senior colleagues and management
• Defensive and angry reactions from team members
• Continual negativity from colleagues and project team

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

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