It is delivered through a combination of formal input sessions, managed discussions and case study exercises.
- Delegates will be able to identify the causes and effects of conflict in the workplace and how organisations deal with conflict.
- Delegates will have their awareness raised of the legal and financial implications of “getting it wrong”.
- Delegates will be able to describe the different forms of bargaining that take place in the workplace and how this links in to mediation and conflict management.
- Delegates will have an awareness of different strategies that they could employ to manage the conflict that they encounter in the workplace.
- Delegates will understand and be able to demonstrate effective mediation strategies and techniques.
- Introduction and setting objectives
- What are working relationships?
- How do difficulties arise and what impacts upon them?
- Leadership – setting an example
- Where does conflict come from?
- Spotting problems at an early stage/awareness of low level issues – the principle of active management
- Why should managers manage?
- What is mediation?
- The role of the mediator
- The principles of mediation
- Role play exercise
- Where do grievances fit in?
- When is mediation appropriate and inappropriate?
- Achieving “win/win” outcomes
- Impartiality, winning trust, listening skills and exploring issues
- Following up/thinking ahead
- Momentum and monitoring
- Who supports the mediator?
- Template internal documents
- Creating a mediation process map