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The Mediation For You Series COURSE SERIES INFORMATION BROCHURE
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Contents Introduction to the courses
Mediation For You (Intermediate Skills)
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Mediation For You (Foundation Skills)
Mediation For You (Advanced Skills
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Tel. 0845 600 8851
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information@peopleresolutions.com
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Mediation For You An Introduction to the courses: needs. Two days for up to 12 people.
FOUNDATION SKILLS
INTERMEDIATE SKILLS
ADVANCED SKILLS
1 day for up to 12 people
2 days for up to 12 people
3 days for up to 12 people
Introductory but not easy. This programme
For people who will not be ‘officially mediating’ but
For people who may informally be called in to
contains practical, tried and tested skills content,
regularly encounter angry customers, upset staff,
mediate disputes. This programme contains
with resolution and facilitation models to
handle grievances and manage complaints. This
practical, tried and tested skills content, with
understand and apply. The programme contains
programme contains practical, tried and tested
resolution and facilitation models to understand
skill-sharing between participants, self awareness
skills content, with resolution and facilitation
and apply and a range of conflict facilitation
raising activities and skills input and coaching from
models to understand and apply. They involve
skills. The course contains skill-sharing between
the trainer in straightforward conflict situations.
skill-sharing between participants, self awareness
participants, peer feedback, self awareness
Each course is customised to your needs. One day
raising activities and skills coaching from the
raising activities and extensive skills input and
for up to 12 people.
trainer in more difficult and complex conflict
coaching from the trainer in difficult and complex
situations. They are developed specific to your
conflict situations. The course is customised to your needs. Attendees are assessed on this course. (You can upgrade to the Workplace
Tel. 0845 600 8851
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information@peopleresolutions.com
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Mediation For You Foundation Skills 1 day course for up to 12 people.
Introduction
Course Suitability
Method and Level
The Mediation For You series is, as the name suggests,
This foundation course is suitable for all team leaders
Introductory but not easy. This programme contains
customised to your needs. These are highly practical,
and managers who work under pressure and where
practical, tried and tested skills content, with
loaded with skills, tips and examples. They can be
difficult conversations, cultural misunderstandings
resolution and facilitation models to understand
tailored for a range of situations – workplace conflict,
and disagreements are likely. It is also useful for new
and apply. The programme contains skill-sharing
customer complaints, community and neighbour
or inexperienced managers who want to improve
between
disputes, family disagreements and disputes of
their communication skills, or for technical people
activities and skills input and coaching from the
any
who want to build up their rapport building and
trainer in straightforward conflict situations. Each
ability to solve people issues.
course is customised to your needs. One day for up
kind.
participants
The and
series assures
enhances
value
to
customers of their
quality.
Tel. 0845 600 8851
participants,
self
awareness
raising
to 12 people.
www.peopleresolutions.com
information@peopleresolutions.com
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More Information PROGRAMME OUTCOMES The Mediation For You foundation skills programme will enable participants to: • Participants on the 1 day Mediation For You programme will be able to: • Understand and be able to apply introductory mediation skills • Improve the way they handle upset and difficult conversations at work • Build rapport under pressure, set people at ease and prevent escalation of conflict • Manage difficult conversations fairly and impartially • Encourage disagreeing parties to communicate with each other constructively • Structure and run a mediation style resolution session • Manage conflict in a non-blaming, proportionate way • Develop strategies for encouraging dialogue and building agreement in workplace disputes
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Course Outline INTRODUCING MEDIATION
•
Understanding conflict at work – Why does it
MEDIATION SKILLS
•
happen? The impact of negative conflict •
•
•
people
The structure and dynamic of the mediationstyle resolution session
Thinking like a mediator – Impartiality,
•
Understanding where people are coming from
•
Opening and uninterrupted time
suspending judgement, seeing the positives in
•
Understanding what people are looking for –
•
Encouraging and sustaining direct dialogue
conflict
Clean-sheet listening, reflection and checking,
•
Seeking movement
Are you an ‘ostrich’ or a ‘shark’ – Conflict
funnelling questions
•
Preparing for agreement and closing the
management styles •
Listening to difficult conversations and upset
RUNNING A JOINT MEDIATION SESSION
•
Harnessing the positive and mediating the negative aspects of conflict
•
Creating a positive platform for resolution – Win-win – moving from positions to interests
•
Role plays – running a joint mediation session
Building resolution readiness – Impartiality and
•
Conclusion – using mediation and mediation
empathy •
mediation
skills at work
Role plays – handling difficult conversations with upset people
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Mediation For You Intermediate Skills 2 day course for up to 8 people
Introduction
Course Suitability
Method and Level
The Mediation For You series is, as the name suggests,
The Mediation For You intermediate skills course
For people who will not be ‘officially mediating’ but
customised to your needs. These are highly practical,
is suitable for team leaders, middle managers and
regularly encounter angry customers, upset staff,
loaded with skills, tips and examples. They can be
specialists like HR, union or other represetatives,
handle grievances and manage complaints. This
tailored for a range of situations – workplace conflict,
customer complaints and diversity and inclusion
programme contains practical, tried and tested
customer complaints, community and neighbour
staff who have responsibility for other people. It is
skills content, with resolution and facilitation
disputes, family disagreements and disputes of
particularly useful for people who are responsible for
models to understand and apply. They involve skill-
any
to
the first kline of response to conflicts and handling
sharing between participants, self awareness raising
customers of their
grievances, bullying and harassment allegations,
activities, skills input and coaching from the trainer in
customer complaints or disputes.
more difficult and complex conflict situations. These
kind.
participants
The and
quality.
series assures
enhances
value
courses are customised to your needs.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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More Information PROGRAMME OUTCOMES The Mediation For You intermediate skills programme will enable participants to: • Apply mediation skills to a range of situations • Explore and understand feelings and resolve issues at work • Build rapport, set people at ease and prevent escalation of conflict • Manage disputes and difficult conversations fairly and impartially • Increase the use of informal resolution in your workplace where appropriate • Set up and structure a dispute resolution meeting between disputing parties • Help the parties navigate through the mediation process to a win/win conclusion • Defuse angry and upset behaviour and manage conflict in a non-blaming, proportionate way • Use a range of conflict facilitation and resolution skills and strategies
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Course Outline Day 1
Day 2
INTRODUCING MEDIATION AND DEVLOPING MEDIATION SKILLS
•
CONFLICT RESOLUTION – MEDIATION STYLE
Understanding conflict – Why does it happen? Negative and positive
•
The structure and dynamic of the joint mediation session
conflict
•
The mediator power dashboard – control and creating a safe
•
Thinking like a mediator
environment
•
Harnessing the positive and mediating the negative aspects of
•
Opening and uninterrupted time
conflict – suspending judgement, normalising conflict, maximising the
•
Encouraging and sustaining direct dialogue
positives and mediating the negative aspects of conflict
•
Seeking movement
•
Taking a non-judgemental approach – impartiality and empathy
•
Preparing for agreement and closing the mediation
•
Responding to people like a mediator
•
Conflict facilitation and resolution skills
•
Understanding where people are coming from
•
Looking for common ground – mutualising and normalising
•
Understanding what people are looking for – Clean-sheet listening,
•
Proportionate conflict management and defusing upset and
reflection and checking, funnelling questions •
aggression
Creating a positive platform for resolution – Making the most of
•
Closure and evaluation – using mediation – practical application
being ‘in the middle’ •
Win-win – Moving from positions to interests
•
Building mediation readiness
•
Role plays - Meeting the parties separately
•
Run through of a joint session
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Mediation For You Advanced Skills 3 day course for up to 8 people
Introduction
Course Suitability
Method and Level
The Mediation For You series is, as the name suggests,
This Mediation For You advanced skills course is
For people who may informally be called in to
customised to your needs. These are highly practical,
suitable for expereinced, mid or senior level team
mediate
loaded with skills, tips and examples. They can be
leaders and managers. The high level of skills
practical, tried and tested skills content, with
tailored for a range of situations – workplace conflict,
are particularly suited to people who may have
resolution and facilitation models to understand and
customer complaints, community and neighbour
an organisation-wide responsibility for conflict
apply and a range of conflict facilitation skills. The
disputes, family disagreements and disputes of
management, dignity at work, bullying or performance
course contains skill-sharing between participants,
any kind. The series enhances value to participants
management. It is useful in an environment where
peer feedback, self awareness raising activities and
and assures customers of their quality.
difficult conversations are likely. It is particularly
extensive skills input and coaching from the trainer in
suitable for HR managers who are handling disputes
difficult and complex conflict situations. The course
and
managers,
is customised to your needs. Attendees are assessed
internal facilitators, coaches or counsellors, L&D
on this course. (You can upgrade to the Workplace
practitioners, Diversity and Equality staff.
Mediator Qualification via a 2 day upgrade module).
Tel. 0845 600 8851
grievances,
customer
www.peopleresolutions.com
service
disputes.
This
programme
contains
information@peopleresolutions.com
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More Information PROGRAMME OUTCOMES The ‘Mediation For You’ advanced skills programme will enable participants to: • Apply mediation skills to a range of situations • Explore and understand feelings and resolve issues at work • Build rapport under pressure and set upset / angry people at ease • Manage strong emotions and be able to challenge inappropriate behaviour • Manage disputes and difficult conversations fairly and impartially • Increase the use of informal resolution in your workplace where appropriate • Keep parties involved and encourage others to respect one another • Help the parties navigate through the mediation process to a win/win conclusion • Defuse angry and upset behaviour and manage conflict in a non-blaming, proportionate way • Develop strategies for encouraging dialogue, breaking impasses and building agreement in a range of workplace disputes • Encourage the use of mediation and cascade mediation skills at work.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Course Outline Day 1 INTRODUCING MEDIATION AND DEVELOPING MEDIATION SKILLS
•
Understanding conflict – Why does it happen? Negative and
•
positive conflict
Day 3
CONFLICT RESOLUTION MEDIATION STYLE
RESOLVING CONFLICT LIKE A MEDIATOR
The structure and dynamic of the joint
•
mediation session
•
Thinking like a mediator
•
Harnessing the positive and mediating the negative aspects
•
Day 2
•
The mediator power dashboard – Control
Encouraging and sustaining direct dialogue.
•
and creating a safe environment
Learning when to sit back and when to intervene.
of conflict – Suspending judgement, normalising conflict,
•
Opening and uninterrupted time
•
Managing difficult behaviour and stuck
maximising the positives and mediating the negative aspects
•
Encouraging and sustaining direct dialogue
Taking a non-judgemental approach – Impartiality and
•
Seeking movement
•
Working through power imbalances
empathy
•
Preparing for agreement and closing the
•
Getting the most out of mediation – The
situations
•
Responding to people like a mediator
mediation
•
Understanding where people are coming from
•
Conflict facilitation and resolution skills
•
Understanding what people are looking for – Clean-sheet
•
Looking for common ground – Mutualising
party meetings and joint mediation
and normalising
session
listening, reflection and checking, funnelling questions •
Creating a positive platform for resolution – Making the most
•
defusing upset and aggression
of being ‘in the middle’ •
Win-win – Moving from positions to interests
•
Building mediation readiness
•
Role plays - meeting the parties separately
•
Run through of a joint session
Tel. 0845 600 8851
Proportionate conflict management and
•
ABC Guide – Focusing on your •
•
Role plays – tricky moments –separate
Closure and evaluation – Using mediation – Practical application
Role plays – Joint mediation session
www.peopleresolutions.com
information@peopleresolutions.com
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Why People Resolutions? Highlight Benefits All of our programmes: • Contain immediately usable skills and strategies to alter thinking, raise awareness and change behaviour • Contain unique People Resolutions content • Are customised to your organisation’s policies, processes and cultural context - see later for more information • Come with free telephone support • Can be blended with pre and post-course learning material (including e-learning) to maximise the effectiveness of each programme - see later for more information • Can be delivered anywhere in the UK • Have a dedicated Project Manager to support you • Include course evaluations and recommendations • Can be supported by expert mentoring for specific cases and ongoing - see later for more information • Sit alongside our ‘Resolution Hub’ – An expansive collection of free, downloadable resources, including white papers, blog posts, webinars, skills tips, scripts for effective conflict management, conflict resolution Q&A and much more. • Conclude with a Resolution Readiness Review - an informal workshop (face-to-face or online) with key organisational stakeholders to help plan and implement a constructive, creative and collaborative approach to conflict resolution at work. The review will help you get the most out of conflict resolution, mediation and investigation strategies.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Why People Resolutions? Experienced Trainers
Expert Mentoring and Ongoing support
Our programmes are run by professional trainers who:
Additionally, People Resolutions experts can provide:
• Have conducted relevant training for many years
• Expert mentoring during individual cases e.g. mediation, investigation, etc.
• Are excellent facilitators as well as technical experts
• Online or face-to-face refreshers, continuing practice sessions or an
• Are members of appropriate professional bodies with relevant qualifications
ongoing support package
• Bring a wealth of practical experience and insight into the training room to bring materials to life and engage delegates
Contact us about the costs for these support services.
• Combine knowledge with practical, organisation-specific application through case studies, role plays, interactive discussion and scenarios.
Customised Learning Material
Blended Learning and E-Learning
We will work with you to design a bespoke learning event, taking into account aspects
People Resolutions will work with you to create the maximum learning
such as organisational culture, issues and behaviours relevant to your organisation’s
opportunity by using a blended learning approach. We already have some
environment, policies and procedures. Our training delivery is backed up with tried
online material which we can weave into courses, and we can create content to
and tested investigation processes, materials and standards. All casework material
be used within your own e-learning framework and provide tailored webinars,
and content is customised to your needs.
video tips, scripts and investigation guides. People Resolutions also has links with specialist e-learning partners to assist us in producing practical knowledge or skills-based e-learning materials.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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RESOURCES Mediation For You
Please get in touch for more information
Participants will all receive a copy of the pocket guide – From Argument to Agreement – Resolving Disputes through Mediation by John Crawley from John Crawley Mediation Books Cambridge 2012. The ABC Guide to Workplace Conflict Resolution by John Crawley – published by People Resolutions Ltd is also part of your on-course pack.
0845 600 8851 www.peopleresolutions.com information@peopleresolutions.com @Peopleres