Conflict is a normal part of everyday life; particularly work life where the players, operating environments, and circumstances are constantly changing. This may mean stepping in and functioning as mediator when conflict can’t be resolved on a one-to-one basis. When done properly, mediation can achieve fantastic results for those in conflict. Characteristics of skillful mediation include: overcoming communication obstacles, equally addressing the needs of all parties, and assisting in identifying alternatives and mutually agreeable solutions that may not be obvious.
Through discussion, structured exercises, and role plays, you will learn and apply mediation techniques for formal and informal conflict resolution.
Performance Objectives: Upon completion of this course you should be able to:
- Explain the nature of conflict and styles of resolving conflict.
- Identify differences between mediation and negotiation and when to use either approach.
- Help disputants differentiate between issues and positions.
- Use meditation techniques like triple questioning, balance of power, etc.
- Use mediation as part of everyday management/coaching.
Competencies covered in this course: Communication Effectiveness; Tact & diplomacy
Intended Audience: Public sector employees.