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Mediation Skills for Managers
Managers are increasingly expected to deal with tricky or challenging
situations as a routine part of their work. Mediating differences
between colleagues, encouraging teams to work together, resolving
disputes, negotiating sensitive issues and even supervising
disciplinary procedures; these are just some of the tasks they
are expected to handle with confidence and flair.
Organisations expect more of their managers these days. As employees’
rights and expectations rise and the traditional respect for
authority decreases surefooted ability in negotiating workplace
relations is a must.
Objectives
- Understand how to make interventions
most acceptable
- Build productive working relations even
with alienated individuals
- Adopt a no blame, solution-focused stance
in all interactions
- Help protagonists discuss and set their
own goals
- Align differences of opinion in a non-destructive
way
- Assess the gravity of any given situation
as seen by the protagonists
- Initiate dialogue to start the dispute
resolution process
- Balance individual and organisational
interests
Course contents
Introductions, roles and job descriptions
Identification of existing competencies
Goals for the course, self monitoring and plans for consolidation
Conflict, disputes and disagreement; what the process commonly
involves
The relationship first, results second
Building rapport, verbal and non-verbal strategies
10 keys to resolving conflict
The four ‘default modes’ of people under pressure
Personal skills check list
The language of disputes; the difference between words and meaning
Remaining creative; thinking past the obstacles
Goal setting and measuring progress
Distinguishing players from non-players
Encouraging a collaborative stance
Reducing the risk of escalation
Developing the mediation model
Boundaries on difficult behaviour
Remaining resourceful under pressure
Removing obstacles and remaining solution focused
What could go wrong?
Avoiding the pitfalls
Where to from here; a personal project
What people say
“Mediators empower people by giving them the tools
to solve their own problems and increase understanding between
different members of a group.”
“...unlocks the door to a new world of conflict resolution.”
Trainees
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