Conflict affect us all

This course is for managers, for recruitment consultants, for your clients, for your candidates, and your contractors too!

The benefits of identifying conflict before it happens, speaks for itself

Being pre-emptive during times of change can bring successful outcomes for companies, organisations and communities.

It’s often the bringing together for a meeting of minds and an open discussion that can make the difference between a positive and negative experience.

This course helps you with both your communication as well as your negotiation skills - it develops the power of questioning and re-framing to hone your abilities to understand complex issues.

This course will give you all the tools and support you need to take the fear out of tackling conflict.

Why the training works

  • Confidence

    This course gives confidence to managers to deal with conflict, tackle it head-on and resolve it, in an unbiased way.

    Leaving an unresolved conflict can be a real danger to a business. It damages morale and culture, and can create poor results for the individuals and the organisation.

  • Allows a voice for all parties

    Individuals need to know that their voice matters and that they've been heard.

    An individual needs to feel valued as part of a team and you will learn, through this course.

  • You don't have to have all the answers

    Allowing individuals to tell their story, with you as the mediator; being able to reframe their points in a positive light and allowing the individuals within the conflict to come to their own conclusions.

    You don't have to have the answers, but the mechanism to get great shared outcomes for all parties.

Key features

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

Course curriculum

  • 1

    Instructions for this course

    • How to Use the Mini-Course Template

    • Workout - Case Study in YOUR team

  • 2

    Welcome to the Mediation & Conflict Resolution Course

    • A message from your Coach - Grainne Martin

    • The proven benefits of this course

    • Introduction

    • Before we begin...

  • 3

    Managing and Resolving Conflict

    • What Causes Conflict?

    • Our Perception of Conflict

    • Keeping the Brain in Mind

    • Workout - Case Study (1) Setting the Scene.

  • 4

    Styles of Conflict Management

    • 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

  • 5

    The Predictable Dynamics of Conflict

    • 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

  • 6

    Problem Solving Assertiveness Skills

    • Moving from anger and aggression to assertiveness

    • The PIN Model

    • Balancing your BATNA

    • Test your learning - Problem Solving Assertiveness Skills

  • 7

    Introduction to Mediation

    • 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?

  • 8

    Mediation Styles Process and Skills

    • 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

  • 9

    The Process

    • 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

  • 10

    The Skilled Mediator

    • The pre-brief- creating a safe environment

    • Communication skills: questions, listening and thinking

    • The unbiased mediator: BATNA

    • Reframing

    • Test your learning - The Skilled Mediator

  • 11

    Sticking with it

    • Motivating yourself on the next leg of your journey

    • Resources and further reading

  • 12

    Next steps...

    • Congratulations! Here's what's next

    • Before you go...

Your Mediation Coach

... here to resolve conflict for you and your teams


Grainne Martin

Results Orientated Sales Manager with more than 30 years of professional Recruitment experience. For the past 10 years, Grainne has been training in the recruitment industry and is also a certified mediator and qualified coach. She owns Lander Consultancy in the UK and Grainne Martin training in Ireland.