• Mediation • Conflict Management • Dispute Resolution • Investigation • Leadership • Change Management
Course Guide 2012 2001-2012 The UK’s leading provider of dispute resolution training
• Complaints • Wellbeing • Engagement • Managing Difficult Conversations
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Contents
Page
Welcome to the TCM Group’s training guide.........................................................................................3 About our courses.................................................................................................................................. 4 Mediation Suite...................................................................................................................................... 5
National Certificate in Workplace Mediation™..............................................................6
Practical Mediation Skills ...............................................................................................7
Core Mediation Skills .....................................................................................................7
HR as Mediator and Peacemaker ..................................................................................7
Mediating Team Conflicts ..............................................................................................7
Leadership Suite..................................................................................................................................... 8
Practical Investigation Skills ...........................................................................................9
Resolving Complaints ....................................................................................................9
Managing Difficult Conversations ..................................................................................9
Open Access Training Dates..................................................................................................................10 Bitesize Suite ......................................................................................................................................12
Managing anger, confrontation & aggression .............................................................13
Tackling bullying and harassment at work ...................................................................13
Communicate and listen more effectively ...................................................................13
Constructive Conflict Management .............................................................................13
Feedback on our 2011 training ............................................................................................................14 Other Services ...................................................................................................................................... 16 TCM’s Training Team ............................................................................................................................ 19
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Course Guide 2012
Course Guide 2012
www.thetcmgroup.com
Welcome to the TCM Group’s training guide On behalf of the entire TCM team, I would like to offer you a warm welcome to our 2012 training guide. We pride ourselves in offering our customers a wide range of innovative, relevant, challenging and practical mediation and dispute resolution courses. Our extensive range of courses are suitable for people who have no prior experience of mediation or conflict management through to those who wish to receive advanced skills training.
David Liddle MBA Founder and Director of The TCM Group
What’s new in 2012?
Quality assured
2012 will see the extension of our popular programme of bitesize courses covering mediation, wellbeing, employee engagement and resolving complaints.
TCM is an approved training centre for the Open College Network (OCN) and we run two OCN accredited programmes through the UK Mediation Academy. A number of our courses are also approved by the Institute of Leadership and Management (ILM).
We are also extending our range of free courses and seminars to help promote mediation more widely. This is in response to demand from HR professionals and business leaders who require high quality and accessible information about mediation. As someone mentioned to me recently, one of the key strengths of mediation is that it happens behind closed doors. It is, they reflected, also one of its key weaknesses. Therefore, my personal aim for 2012 is to combine a high quality course prospectus with a programme of high quality webinars, seminars and road shows, that make the mediation process more widely understood and accessible.
All courses are available as public courses or for in-house delivery
Over 10 years at the forefront of mediation best practice With an expert team; our extensive experience; our depth of knowledge; and many, many years perfecting our mediation skills, it is no surprise that we are widely regarded as the UK’s foremost provider of business, employment and workplace mediation training.
Our vision Our vision is that every leader, manager and HR professional will receive training in basic mediation and dispute resolution skills so that mediation is at the heart of all workplace dispute resolution.
All courses listed in this prospectus are also available to be run in-house for groups of six to twelve participants.
THE FAIR MEDIATION MODEL™
FACILITATE | APPRECIATE | INNOVATE | RESOLVE
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Course Guide 2012
About our courses Our philosophy
Our team
Our training philosophy is simple and is based on the same principles that we use as mediators: • We promote a training environment in which delegates can learn new ways of managing difficult situations at work; • We encourage delegates to challenge themselves and each other - but always with respect; • We promote inclusiveness and we ensure that all delegates gain something that will add value to their roles; • We share our expertise and we draw on our depth of knowledge whilst making our courses accessible and fun; • We pride ourselves in providing a quality service from start to finish, including unrivalled posttraining follow-up and support; • We run all of our Open Access courses with a maximum of 12 delegates per course as we believe this is the perfect number for promoting learning, encouraging reflection and facilitating intensive skills practice; • We tailor or bespoke our courses for in-house delivery to ensure that your needs are met; • We apply the highly acclaimed FAIR model™ in all of our training. The FAIR model™ was developed by the founder of TCM, David Liddle. It stands for
Our team of trainers are all employed staff, and highly experienced, accredited and practising mediators (see page 19).
FACILITATE – APPRECIATE - INNOVATE – RESOLVE.
Why choose The TCM Group? TCM was formed in 2001 and we are now widely regarded as the UK’s experts in dispute resolution. We have many years of experience working in varied environments resolving complex disputes and conflicts. We are passionate about our work and we bring our courses to life with numerous stories of success (and sometimes even failure). Participants tell us that they love our honesty, our knowledge, our enthusiasm and our approach.
Our other services In addition to our broad spectrum of training courses, The TCM Group also provides a comprehensive range of complementary mediation and dispute resolution services including: • Setting up internal mediation services for organisations; • Independent mediation between individuals or within teams and groups; • Independent facilitation services; • Neutral evaluations; • Independent and professional investigation services (see page 16).
Note All TCM Courses are run regularly at the UK Mediation Academy, central London, as open access training. Alternatively, we can tailor and deliver any of these courses in-house at a venue of your choice.
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Mediation Suite Over the past two years, mediation has made a significant contribution to our business. By working with TCM to train a team of internal mediators, we have already cut the cost of conflict by many hundreds of thousands of pounds. Carole Russell Head of Employee Relations BT Retail
COURSE DIRECTORY
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5 or 6 day course
Course Guide 2012
National Certificate in Workplace Mediation™ For internal mediators and independent mediators The National Certificate in Workplace Mediation™ (NCWM) includes two modules: The Essentials of Mediation and Applied Mediation Skills. The NCWM is the UK’s benchmark qualification for workplace, employment and business mediators. Offering an in-depth analysis of mediation with a focus on resolving workplace disputes and conflicts, the overarching aim of this course is to give participants the skills and strategies to be competent, credible and effective mediators. Peer-based evaluation and learning feature throughout the course and this is supported by the facilitator’s extensive and detailed assessment of learner progress. Participants are qualified to join the Professional Mediators’ Association (PMA) and benefit from its extensive support network and opportunities for ongoing CPD. Note: this course can also be delivered in-house as two stand alone units (Essentials of Mediation and Applied Mediation Skills). TCM also runs 3 day conversion courses for mediators who wish to become accredited workplace mediators. Open access: £1,795 +vat per delegate In-house:
Please contact us to discuss your needs.
What delegates say… “ TCM’s National Certificate in Workplace Mediation course is an excellent foundation for developing a sound appreciation of the mediation process and for attaining effective mediation skills. Theory and practice is well balanced and the participative style of delivery engages and challenges from start to finish. It is good to see mediation being accredited to such high standards.” Bill Patterson CEO Labour Relations Agency
“ Life changing! I will use the skills to improve my communication and negotiation success every day of working life and home life. The pace, style and learning tools were all excellent.” Sean Murray Operational Manager Northumberland Care Trust
“ I wanted to thank you for the excellent mediation training that you delivered to us the other week. The feedback has all been extremely positive. In fact, one delegate said it was the best training they had ever received.” Liz Godden HR Consultant American Airlines
Booking 0800 294 9787 training@thetcmgroup.com
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2 day course
COURSE DIRECTORY
Course Guide 2012
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Practical Mediation Skills The UK’s benchmark training for HR professionals, TU reps, managers, leaders and lawyers. One of our most popular short courses, the Practical Mediation Skills course has been designed and tailored for those who wish to develop the skills necessary to prevent and resolve workplace disputes and grievances. The course provides a thorough grounding in mediation and dispute resolution. Our expert facilitators will equip delegates with the skills to prevent conflicts from occurring and to resolve those that do occur effectively, speedily and constructively. Open access: £495 +vat per delegate In-house:
Please contact us to discuss your needs
Core Mediation Skills 1 day course
Core mediation skills for leaders, managers and HR professionals. The early recognition and resolution of conflict is one of the cornerstones of effective leadership. This course presents participants with the basic skills that they need to tackle workplace tensions and disputes fairly and assertively. The course equips delegates to nip issues in the bud and resolve office tensions before they escalate to grievances or disputes. Open access: £275 +vat per delegate In-house:
1 day course
Please contact us to discuss your needs
HR as Mediator and Peacemaker The essential mediation skills course for all HR professionals. Increasingly, HR professionals are being called upon to identify, prevent, and resolve workplace disputes before they escalate or explode. In the new dispute resolution reality, HR teams are adopting the role of mediators and peacemakers within the modern organisation. This very popular course builds on HR and ER professionals’ experiences of grievance resolution. It offers a tried and tested model of mediation along with a series of practical tips and tools to secure a positive resolution in workplace grievances and disputes. Open access: £275 +vat per delegate In-house:
2 day course
Please contact us to discuss your needs
Mediating Team Conflicts Advanced skills training for internal and external mediators. This training will equip trained mediators with the new skill set that they need to mediate any type of team and group conflict in the work place. The course provides in-house mediators with the tools to cover a wider range of more complex disputes. It also provides independent mediators with the potential for increased job opportunities. Please note that prior mediation training is a prerequisite for attendance on this course Open access: £495 +vat per delegate In-house:
Please contact us to discuss your needs
Booking 0800 294 9787 training@thetcmgroup.com
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Leadership Suite Well delivered, professional and insightful. I don’t know how I did my job before. Phil Morris General Manager American Airlines
2 day course
COURSE DIRECTORY
Course Guide 2012
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Practical Investigation Skills How to conduct a rigorous workplace investigation. This course is designed to equip delegates with the skills and framework to deal with complex grievance, bullying, harassment and disciplinary investigations. Learn how to undertake a fair, rigorous and timely investigation and to produce a thorough report thus enables the employer to reach an objective and reasonable outcome. Open access: ÂŁ495 +vat per delegate In-house:
1 day course
Please contact us to discuss your needs
Resolving Complaints Resolve complaints made by colleagues or customers or patients. Complaints can be stressful, time consuming and damaging for all involved. This course presents participants with the skills that they need to understand how and why complaints occur and how to respond constructively when they do. Delegates will develop the skills, confidence and tools they need to turn complaints into opportunities. In-house:
1 day course
Please contact us to discuss your needs
Managing Difficult Conversations How to get positive results from difficult conversations. This course provides delegates with a simple, effective and robust framework for supervisors managing and facilitating a difficult conversation. The course develops the core competencies that managers and leaders require to have effective and constructive dialogue with members of their team, particularly over poor performance, sickness, redundancy, or other bad news. The course utilises best practice and develops awareness of the blocks and barriers managers may face when having a difficult conversation with an employee, and the tools and skills to plan for the expected as well as the unexpected! Open access: ÂŁ275 +vat per delegate In-house:
Please contact us to discuss your needs
Booking 0800 294 9787 training@thetcmgroup.com
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COURSE DIRECTORY
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Course Guide 2012
Open Access Training Dates All courses are delivered at the UK Mediation Academy, Ground Floor, New House, 67-68 Hatton Garden, London, EC1N 8JY.
National Certificate in Workplace Mediation
2012
6 day course: The UK’s benchmark qualification for workplace, employment and business mediators. OCN accredited and delivered in two blocks of three days.
National Certificate in Workplace Mediation
March April
6 - 8 & 20 - 22 3 - 5 & 17 - 19
May
8 - 10 & 22 - 24
June
12 -14 & 26 - 28
July
3 - 5 & 17 - 19
August
7 - 9 & 21 - 23
September
4 - 6 & 18 - 20
October
9 - 11 & 23 - 25
November
6 - 8 & 20 -22
2012 June December
18 - 22 10 - 14
5 day course: As above but delivered over five intensive days.
Core Mediation Skills 1 day course: This one day course provides managers and leaders with the essential skills and strategies for recognising and managing disputes and conflicts at work.
2012 April 12 June 25 August 13 October
15
Booking 0800 294 9787 training@thetcmgroup.com
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COURSE DIRECTORY
Course Guide 2012
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Practical Mediation Skills This course provides participants with the skills that they require to prevent conflicts from occurring and, when they do, to resolve them professionally, constructively and speedily. ILM approved development programme.
Managing Difficult Conversations This course develops the core competencies that managers and leaders require to have effective dialogue with members of their team, particularly over poor performance, sickness, redundancy, or other bad news.
Mediating Team Conflicts This advanced course provides participants with the skills that they need to resolve conflict within and between teams and groups.
HR as Mediator and Peacemaker Building on HR and ER professionals’ experiences of grievance resolution this course offers a tried and tested model of mediation along with a series of practical tips and guides to secure a positive resolution in workplace grievances and disputes.
Practical Investigation Skills This course provides practical skills and techniques for managing all stages of an internal investigation. Suitable for all workplace investigators including bullying, harassment, grievance and disciplinary investigations. ILM approved development programme. Booking 0800 294 9787 training@thetcmgroup.com
2012 May August
28 - 29 29 - 30
October
4-5
November
26 - 27
2012 March
12
June September
11 10
2012 April
23 - 24
October
29 - 30
2012 May July September
18 9 14
2012 March
26 - 27
May
14 - 15
September
24 - 25
Please call us on the booking number for all in-house delivery
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Bitesize Suite High quality course with believable and committed facilitators. I have learnt new skills which will be of great benefit both personally and professionally. Grant Urbani Training Manager Metropolitan Police
1 day course
COURSE DIRECTORY
Course Guide 2012
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Managing anger, confrontation & aggression Manage angry or abusive colleagues or customers. This course offers a practical and hands-on approach for people to develop vital skills for dealing with strong emotions and challenging behaviour. It is designed to enable participants to recognise the danger signs and to prevent situations from escalating of control. In-house:
1 day course
Please contact us to discuss your needs
Tackling bullying and harassment at work Put an end to inappropriate behaviour at work. Bullying and harassment can be hard to identify and even harder to stop. This course provides practical, tried and tested approaches to help you put an end to inappropriate behaviour at work. This course will ensure that all your staff are exceeding the acceptable standards of behaviour. This course can also be tailored for in house Bullying and Harassment or Dignity at Work Advisors. In-house:
1 day course
Please contact us to discuss your needs
Communicate and listen more effectively Become a more confident and effective communicator. This course provides participants with the key skills required to engage in constructive, productive and enjoyable communication at all levels of the organisation. The course helps participants to manage relationships, negotiate targets, agree objectives, manage confrontation and seek acceptable solutions to conflict. In-house:
1 day course
Please contact us to discuss your needs
Constructive Conflict Management Understand and respond to conflict effectively. This one day course presents participants with approaches and skills to understand situations of conflict and to respond to them effectively. It equips delegates with practical skills and tools to confidently approach and manage potentially challenging interactions with colleagues, clients or suppliers who are displaying anger, aggression or upset. Our expert trainers equip delegates with the skills to manage strong emotions, defensiveness and difficult behaviour in others, as well as to manage themselves in conflict situations. Where possible, we advocate an early resolution approach designed to nip issues in the bud - before they escalate. In-house:
Please contact us to discuss your needs
Booking 0800 294 9787 training@thetcmgroup.com
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Feedback on our training “ Over the past two years, mediation has made a significant contribution to our business. By working with TCM to train a team of internal mediators, we have already cut the cost of conflict by many hundreds of thousands of pounds.” Carol Russell Head of Employee Relations BT Retail
“ I thought the course was relevant, insightful and extremely useful. A great training session which provides mediation skills and knowledge that can be used instantly. Thank you.” Sophie Theadon Human Resources Manager Financial Times
“ The course was engaging, motivating and highly informative. Going through the whole mediation role play really showed what it may feel like as a participant and what the little sticking points and difficult aspects may be and how to tackle them.” Rebecca Medcalf People Policy Specialist Marks & Spencer
“ A very interesting and open course that encouraged interaction and taught me new ways of working as an HR professional. The training session had a very good mix of delegates, everyone was open to share their experiences with others and the event also proved to be good for networking.” Nicola Holland Senior HR Adviser & Training Co-Ordinator Sterling Insurance Group
“ Having a professional with years of mediation experience delivering the course is incredibly helpful. Watching David analyzing a real case study and providing such detailed and mind-opening insight is just invaluable. I now feel ready to take these skills back to my organisation and put a mediation programme in place.” Lindsey Nighswonger HR Manager BGC Partners
“ I would recommend The TCM Group’s services as being highly beneficial for your workplace. They helped all of us at the Isle of Man Department of Health embrace mediation with absolute enthusiasm. They are very professional, bring a wide range of experience and knowledge and made us all feel very supported.” Sandra Pressley Senior Nurse & Practice Development Facilitator Isle of Man Department of Health
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Course Guide 2012
Course Guide 2012
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“ The trainer’s passion and knowledge was great throughout the course and really helped me to get to grips with understanding the mediation process, its benefits and how it can be implemented to our organisation’s culture. The role playing was very useful by allowing me to get an even better taste of what happens in a real situation. I am really looking forward to delivering the training and ‘selling’ mediation as an option to our colleagues.” Emma Taylor Trainer Lloyds Banking Group
“ Excellent two days – thoroughly worthwhile. A great insight into the mediation process and a brilliant learning tool.” Cat Shingler HR Manager Arcadia
“ TCM is a very professional organisation. The knowledge and experience of the trainer was excellent. I would thoroughly recommend this course.” Suzanne Dickason HR Business Partner BT
“ Practical training that will be useful in dealing with workplace conflict before it becomes a grievance. Applicable to my day-to-day work and experience.” Tanya Kloppes Ward Manager King Edward VII Hospital
“ A beneficial insight into mediation, the workshop was very thought provoking and I will be following up with further training.” Carl Clarke Senior HR Business Partner Thomson Reuters Ltd
“ An extremely useful and informative day. I found the course extremely useful, providing great techniques that I look forward to using in practice.” David Spain HR Manager Arcadia
“ An empowering and concise course. The knowledge and skill of the trainer was excellent. I thoroughly enjoyed the use of role play. An invaluable tool and I am looking forward to implementing it. It would be constructive to actually study further towards an accreditation. I will refer back to the organisation.” Pip Taylor Sergeant Sussex Police
“ Visit Scotland has been very pleased with the professional approach of TCM trainers, and the training provided to date has been a great success. We look forward to continuing our successful working relationship with TCM, long into the future.” Chris McCoy Equality and Diversity Manager VisitScotland
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Course Guide 2012
Other Services Workplace Mediation Over 93% of disputes resolved in just one day. The TCM Group is the UK’s leading provider of mediation services. Unresolved conflict costs a lot more than just money. Our workplace mediation services resolve complex and challenging disputes swiftly, effectively and with as little disruption as possible. Our expert and experienced mediators work with all parties in a dispute to establish their underlying needs and interests, encourage dialogue and, ultimately, facilitate an agreed and lasting resolution.
Internal Mediation Scheme Design Establishing an internal mediation scheme has been one of the most effective ways of introducing mediation into many of our customers’ organisations. In a nutshell, internal mediation schemes embed mediation into the systems, processes and culture of your company. Selected managers and HR receive mediation awareness training and a panel of internal mediators are fully trained and accredited to resolve workplace disputes and conflicts.
Conflict Coaching At TCM, in addition to our wide range of business, workplace and consumer mediation services, we offer an innovative package of coaching and mentoring support for managers and other stakeholders: • One-to one conflict coaching for managers and executives experiencing conflict in their teams • Coaching and mentoring for professional workplace mediators (internal or external) All of our coaching packages are tailor made to suit the needs of the individual being coached. Since coaching is a one-to-one process, it can often be much more productive than traditional classroom or group training.
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Course Guide 2012
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Investigation Services To complement our extensive range of mediation and dispute resolution services, TCM carries out independent investigations into: • Allegations of bullying, harassment or discrimination • Allegations of misconduct or gross misconduct • As part of internal disciplinary or grievance allegations • Allegations of wrong doing including issues of child protection and whistleblowing cases • Into allegations or complaints from customers, clients or services users • Complaints from service users including NHS patients and their families
Neutral Evaluations and Independent Appeals TCM has designed a unique neutral evaluation service for use in complex workplace disputes such as multiple or counter grievances, collective disputes, team conflict or allegations of bullying, harassment or discrimination. We do not seek to attribute any blame or make a determination. We are simply assessing the suitability of the case for mediation and/ or any other course of action. During the evaluation, we collect a wide range of information about the parties, your organisation, the systems, cultures and other factors that may have contributed to the conflict. The evaluation will result in a number of clear recommendations as part of a final report.
Conflict MOT™ and Mediation Impact Assessment TCM has developed a unique Conflict MOT™ which examines the natures of disputes and their resolution across your organisation. The Conflict MOT™ includes an examination of the level and impact of bullying and harassment, grievances, discrimination, customer complaints and litigation, team conflict and conflict with your suppliers. Using our tried and tested Conflict MOT™, we examine your current dispute resolution systems and their overall effectiveness. The outcome of the Conflict MOT™ and Mediation Impact Assessment will be a bespoke and highly effective dispute resolution strategy for your organisation.
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T CM are the specialists responsible for training our people in mediation. They have delivered an excellent training programme bespoke to our business needs. We are looking forward to working more closely with TCM to build on our mutual commitment to quality and value. Philip Edwards Employee Relations Manager Marks and Spencer plc
Course Guide 2012
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TCM’s Training Team Our team is made up of some of the most accomplished mediators, trainers and ADR specialists in the UK. The team is united by a commitment to the constructive prevention and resolution of conflicts and disputes. Each team member brings a wealth of experience and knowledge to the team and together they make TCM one of the fastest growing and most successful mediation and ADR providers in Europe.
David Liddle MBA
Beccie D’Cunha
Thomas Kuevi
Founder and Director
Director of Resolution Services
Senior Resolution Adviser
Nicole Eisele
Brendan Schutte
Clare Ramos
Senior Resolution Adviser
Senior Resolution Adviser
Senior Resolution Adviser
Irene Grindell
Elaine Hepburn
Steve Dickens
Senior Resolution Adviser
Senior Resolution Adviser
Senior Resolution Adviser
David established The TCM Group in 2001. He has 20 years of experience and he is extremely proud of the TCM team and their achievements. David is an accomplished mediator and trainer and is the author of ‘Mediation Works!’, a guide to mediation for HR and business leaders.
Nicole delivers a powerful blend of practical experience and theoretical knowledge. She holds a Masters degree in International and Commercial Dispute Resolution and has a background in psychology. In addition to workplace mediation, her background and training includes Restorative Justice as well as community, employment and family mediation.
Irene has extensive knowledge of conflict and how it affects people. She holds a Post Graduate Certificate in Conflict Resolution and Mediation Studies. Before joining TCM Irene was Director of Tower Hamlets Mediation Service. She has been mediating and training for over 12 years and is also a qualified coach.
Beccie manages TCM’s team of senior resolution advisers. She also provides expert support for our many customers. Beccie has been mediating and training for over ten years and has a particular interest in working with organisations to embed mediation principles and approaches into leadership practices to build healthy and productive workplaces.
Brendan is a qualified and highly experienced mediator, investigator and trainer. He is also an experienced HR professional who has achieved numerous HR qualifications and awards. He has also published a book on mediation - “Fixing the Fighting – A Guide to Using Mediation in Settling Disputes and Resolving Conflict in the Workplace”.
Elaine is a skilled mediator who has led training in conflict resolution for many years. She has a background in community work and has provided crisis mediation between parents and teenagers. Her specialist interests are inter-cultural issues and facilitation using the arts. She also has a therapeutic background.
Thomas is a talented mediator and trainer. He has diverse experience of working in the finance, sport and leisure sectors. Since joining TCM in 2008, Thomas has helped numerous clients to establish successful mediation schemes with a particular focus on TCM’s local government clients.
Clare designs and delivers bespoke mediation, training and conflict management services in partnership with our clients. With a background in community mediation, she joined TCM in 2009. She has since mediated a variety of complex workplace disputes. Clare is TCM’s Higher Education specialist and she provides expert support to our many HEI clients.
Steve is a qualified Workplace, Community and Civil and Commercial Mediator. He has over 30 years of experience in the aviation and airports sector, including in senior HR and operational roles. As well as generalist HR roles, Steve has also managed and delivered a variety of training programmes and has managed change and conflict in stressful and demanding environments.
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The TCM Group 1st Floor, New House 67-68 Hatton Garden London EC1N 8JY t: 0800 294 97 87 e: info@thetcmgroup.com www.thetcmgroup.com