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Mediation

Designed for all managers, HR staff and anyone who needs to resolve conflict between others.

AIM

To enable participants to understand the principles, processes and skills required to make mediation effective.

To understand when to mediate or when to request help.

Practice skills and techniques

CONTENT

What is mediation?

How does it differ from conciliation?

What are the founding principles of mediation?

The skills and behaviours of successful mediators

Interpersonal and emotional intelligence skills

Body language, listening skills, feedback, persuasion, anger management

Problem solving

Creating the environment

Understanding the picture

METHOD

A one day introductory course to mediation

Practical exercises

Group work

Individual skills assessments

Discussions

Tips and techniques

Hand-outs

Questions and answer sessions