Designed for all managers, HR staff and anyone who needs to resolve conflict between others.
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
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
Creating the environment
Understanding the picture
A one day introductory course to mediation
Individual skills assessments
Tips and techniques
Questions and answer sessions