Mediation & Dispute Resolution
Overview
Disputes are costly when they reach courts or damage relationships. This course teaches mediation and other dispute resolution methods that help parties reach workable agreements: understanding conflict dynamics, the mediation process, facilitation skills and designing dispute resolution systems.
Who should attend
HR and employee relations staff, legal officers, managers, community leaders, and those interested in mediation.
Training methodology
Interactive presentations, practical exercises, case studies, group discussions, role-plays where relevant, and a personal action plan that participants apply in their own work.
Objectives
By the end of this course, participants will be able to:
- Understand conflict dynamics and dispute resolution options
- Apply the stages of the mediation process
- Use facilitation and communication skills as a mediator
- Help parties generate and evaluate options
- Draft mediated agreements and design dispute systems
Course outline
Day 1Conflict and Disputes
- Nature of disputes
- Dispute resolution spectrum
- Negotiation, mediation, arbitration
- When mediation works
- Discussion
Day 2The Mediation Process
- Preparation and intake
- Opening session
- Exploring issues
- Private meetings
- Process walk-through
Day 3Mediator Skills
- Neutrality and impartiality
- Active listening and reframing
- Managing emotions
- Questioning techniques
- Skills practice
Day 4Reaching Agreement
- Generating options
- Reality testing
- Overcoming impasse
- Drafting agreements
- Mediation role-play
Day 5Dispute Systems
- Workplace dispute systems
- Grievance procedures
- Ethics of mediation
- Building mediation capacity
- Action plan
