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 Content

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
'...unlocks the door to a new world of conflict resolution.'  ..Trainees