Participants will learn skills and processes to assist in the resolution of conflict within their own organizations - how and when to assert their own interests and those of the organization while at the same time drawing out interests and options from the other participants in conflict, thus facilitating ‘buy-in’ to the solution. The program follows the mediation model, removing references to the neutrality of the mediator and also draws on elements of the negotiation model.
At the completion of this course students will be able to:
- Apply and reinforce the communication skills learned in Collaborative Conflict Resolution to facilitating resolution of conflict in workplace, organizational and family settings in which they have some stake
- Learn and apply additional communication skills including probing, reframing, immediacy, confrontation and refocusing
- Recognize key success factors in mediation including:
- Shifting focus away from History, Personality and Values to Information, Interests and Structure
- Eliciting Information and Interests from the parties
- Including Independent Standards in the discussions
- Helping participants understand the consequences of not resolving the conflict (BATNA)
- Generating Multiple Options
- Structure a non-neutral mediation including inviting the parties and using a four-stage model
- Understand how to honour and manage emotion
- Consider the benefits and risks of having individual conversations with the parties
- Explore difficult situations and consider how to handle them
- Apply the skills and concepts learned in this course to real and fictional situations through practice mediations with coaching from the instructor and knowledgeable coaches
This is an interactive course, which includes lectures, group exercises, role-play and discussion.
To complete this course, active participation is required and participants must attend 100% of this course.