Conflicts are inevitable in every workplace, but they need not be detrimental. Mediation offers a structured process and framework for resolving conflicts amicably, empowering individuals to find mutually acceptable resolutions.

From clarifying the purpose and benefits of mediation to mastering active listening and conflict resolution skills, participants will develop the confidence and competence to serve as effective mediators in diverse workplace settings.

Participants will discover how to facilitate the workplace mediation process, from planning and discovery to asking the right questions, formulating options for resolutions, and drafting and finalising agreements. They will learn how to identify which mediation systems and models to use, explain procedures to each party, set appropriate boundaries, develop guidelines for mediation, and work effectively with stakeholders.

Through this course participants will develop the skills and knowledge to:

• Define mediation and explain its purpose in resolving workplace conflicts
• Identify appropriate contexts for mediation and describe the benefits and limitations of the process
• Apply the mediation process effectively, from the initial agreement to mediate through to the implementation of decisions
• Develop skills in active listening, effective questioning, and conflict resolution to enhance mediation effectiveness
• Recognise common challenges in mediation and employ strategies to manage strong emotions and avoid potential traps
• Demonstrate understanding of the mediator’s role and the ethical considerations in maintaining neutrality and confidentiality
• Assess and address power imbalances and cultural differences to ensure fair and effective mediation
• Apply framing and reframing techniques to facilitate constructive dialogue and problem solving.

Introduction

Context and Uses of Mediation

• What is mediation?
• What is the purpose of mediation?
• Benefits of mediation
• Limitations of mediation

Mediation Principles

• Mediation principles
• Fairness
• Cross-cultural mediation

The Role of the Mediator

• Role of mediator
• Your skills
• Empathy

The Mediation Process

• Overview of process
• Step one: agreement to mediate – before the mediation
• Step two: separate sessions
• Step three: introduction
• Step four: storytelling
• Step five: issues & needs
• Step six: problem solving
• Step seven: written agreement
• Step eight: implementation – after the mediation

The Skills of a Mediator

• Active listening
• Effective questioning
• Feeding back
• Reframing

Theory into Action: Mediation Practice

Managing Strong Emotions

• Anger or frustration
• Hurt or fear
• Problem solving

Tips and Traps for Mediators

Reflection and Action Plan

Costs and group limits may vary.

Minimum group size: 10

Maximum group size: 16

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