Overview

It is delivered through a combination of formal input sessions, managed discussions and case study exercises.

Objectives

• 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.

Contents

• 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