Mediation & Conflict Resolution
Knowing how to deal with a conflict in your business is one of the most sought after skills in a manager. This course will help you to resolve issues within your team as well as those with your customers.
This course is for managers, for recruitment consultants, for your clients, for your candidates, and your contractors too!
How this course will transform your approach to conflict
4 week training program with practical exercises and live webinars to embed your learning
An insight into the 'world of conflict' so you can avoid common mistakes and keep the team running smoothly
Downloads and templates to help the resources you needender library
Tips and techniques to maximise your impact in resolving issues
How to Use the Mini-Course Template
Workout - Case Study in YOUR team
A message from your Coach - Grainne Martin
The proven benefits of this course
Introduction
Before we begin...
What Causes Conflict?
Our Perception of Conflict
Keeping the Brain in Mind
Workout - Case Study (1) Setting the Scene.
Conflict management within groups and organisations
Finding your Conflict Comfort Zone
The 5 styles of handling conflict
Managing your Style and Avoiding Going into Excess
Test your learning - styles of conflict management
Workout: Styles of Conflict Management
How unmanaged conflict escalates : The Conflict Spiral
Stalemate and how it occurs
De-escalation and overcoming Physiological Barriers
Test your learning - The Predictable Dynamics of Conflict
Moving from anger and aggression to assertiveness
The PIN Model
Balancing your BATNA
Test your learning - Problem Solving Assertiveness Skills
General introduction: Work place mediation
Our perception of mediation: positive and negative
Distinguishing between interests, rights and power
What is Sexual Harassment in the workplace? Where can it take place?
Exploration of opportunities for mediation
Equality, bullying and harassment disputes
The stakeholders involved in workplace disputes
The workplace mediation model
Test your learning - Mediation Styles Process and Skills
The storytelling phase 1
The fishbowl
Handling anger and emotion in phase 1
Empowering the disputant’s phase 2
Power balancing phase 3
The agreement
Test your learning - The Process
The pre-brief- creating a safe environment
Communication skills: questions, listening and thinking
The unbiased mediator: BATNA
Reframing
Test your learning - The Skilled Mediator
Motivating yourself on the next leg of your journey
Resources and further reading
Congratulations! Here's what's next
Before you go...
... here to resolve conflict for you and your teams
Grainne Martin