Mediation and Workplace Conflict Training Programme
Programme Overview
This programme will develop skills in mediation and conflict specifically focussed on employment and workplace conflict. Learn how to recognise the conflict situation, and build skills in managing these situations through the ability to influence others and by mediation. Being trained with skills to deal with these situations can have a significant impact on managing employee relations and on the overall delivery of service to both internal and external customers which overflows into organisational success. From this programme participants will learn to how to resolve conflicts, through effective mediation, negotiation and by influencing others.
Duration and Contact Hours
Duration: 4 Days
Contact Hours: 20
Learning Outcomes
- Understand concepts in effective communication and differences in conversations
- Learn skills to build trust
- Gain skills in bargaining and mediation
- Obtain skills in conflict management
- Learn concepts for effective negotiation
- Build competences in complaint handling
What is covered
- Communication
- Difficult/effective conversations
- Emotions
- Exploring and building rapport and trust
- Bargaining and concluding phases of mediation
- Managing offers
- Conflict Skills Training
- Negotiation skills
- Barriers to Effective Negotiation
- Dealing with deadlock and challenging parties
- Complaint handling
- Practical workplace mediation skills and process including instruction and practice
Active engagement through role play and exercises