Conflict Resolution and

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for: Conflict Resolution and Mediation Workshop

Program Overview:

Our Conflict Resolution and Mediation workshop is the essential workshop for HR Professionals and Managers who are seeking to learn about conflict and mediation and explore the practical skills that support negotiation and the mediation process.

Key Learning Outcomes:

  • Understand conflict to recognise and prevent escalation

  • Understand the common approaches to conflict resolution

  • Identify a preferred conflict management approach

  • Develop essential skills for handling conflict

  • Investigate negotiation strategies

  • Learn how to avoid misunderstandings in negotiation

  • Understand the benefits of mediation and explore the mediation process

  • Learn the communication skills that support mediation

  • Identify difficult behaviours in mediation and learn how to manage them

  • Consider the elements at play in mediation including power, ethics, and emotion

  • Learn what to do when mediation is getting nowhere

  • Practice negotiation and mediation skills.

Who Should Attend?

  • This course is suitable for HR professionals and managers who are seeking to build their knowledge and skills in managing and resolving workplace conflict.

Detailed Program Outline: Day 1

Session 1:

  • Understanding Conflict

  • Types of Conflict

  • Conflict Escalation

  • Using Transactional Analysis


  • The Five Responses to Conflict

  • Essential Skills for Handling Conflict

  • Knowing Your Limitations

Session 3:

  • Understanding Negotiation

  • Stages of Negotiation

  • Negotiation Strategies

  • Avoiding Misunderstandings in Negotiation

Session 4:

  • Characteristics of Mediation

  • Benefits of Mediation

  • The Mediation Process

Detailed Program Outline: Day 2

Session 1:

  • Communication Skills for Mediation

  • Dealing with Difficult Behaviours in Mediation


  • Mediation Ethics

  • Balancing Power

  • Difficult Emotions

Session 3:

  • When You’re Getting Nowhere

  • Agreement Frames

Session 4:

  • Mediation Practical Activity

Program Inclusions:

  • Detailed learner guide provided.



  • 2x full days

  • This program can be delivered online via ZOOM.

Program Prerequisites:

There are no prerequisites for this program.