Workplace Mediation Skills for Accredited Mediators and HR Managers

What does this course achieve?

This course offers accredited mediators and HR managers the opportunity to acquire skills to mediate conflicts that develop between employees in the workplace. It is well known that if conflicts between people in the workplace are managed close to the point of origin there is less chance that they will go on to manifest as grievances and disputes, which are often time-consuming and expensive. Workplace mediation is a particularly effective process for managing such conflict. There are extensive opportunities on the course to practice skills through role-play, with feedback from experienced mediator coaches. The course can be conducted over two or three days, to meet clients' needs.

Course outline

  1. Approaches to mediation
    1. Organisational responses to conflict 
    2. Opportunities to mediate – where does workplace mediation fit in?
    3. Styles of mediation
  2. What is workplace mediation
    1. Workplace mediation – core principles 
    2. Circumstances favouring workplace mediation
    3. Typical content for workplace mediation
    4. Communicating about and building commitment to mediation
  3. The workplace mediation process
    1. Stages
    2. Purpose of each stage
    3. Checklist for individual meetings
    4. Sample agreement to mediate
    5. Steps in joint meeting
    6. Checklist for joint meetings
    7. Sample mediation agreement
    8. Checklist for follow up
  4. Key skills for workplace mediation
    1. Impartiality – key concepts
    2. Working with process, relationship and content
    3. Assumptions, prejudice and stereotyping
    4. Building and maintaining rapport
    5. Working with positions, interest and needs
    6. The effective use of questions
    7. Reframing 
  5. Facilitating and managing the process
    1. Facilitating process, relationship and content
    2. Managing emotions
    3. Intervening without losing rapport

How do I find out more?

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What participants say

"An excellent understanding of how mediation works with real-life examples and role playing that brings mediation to life and empowers you as a mediator."
- Senior Associate, Bowman Gilfillan Inc

"Gaining a skill through practical learning and coaching."
- Shanta Vergothasamy, Clyde Bergemann Africa (Pty) Ltd

"Certainly one of the best professional development courses I have been on for a long time."
- OXFAM delegate, September 2014

"I thought the course was excellent. Well paced and an excellent mix of theory and practical exercises. It was very helpful to have group discussions followed by confirmation / back-up with the handouts. A good model for learning."
- OXFAM delegate, September 2014

"The workbook was useful; great to have a 'toolkit' to refer back to."
- OXFAM delegate, September 2014

"The role-plays were incredibly helpful. This type of process / skills seems to be best developed through practice."
- OXFAM delegate, September 2014

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