What will be covered?

• The three types of mediation
• Facilitative mediation
• Eight stages of mediation
• Effective communication
• Pre-empting challenging situations

Who should attend?

This course is ideal for any individual who handle the following:

• Aggressive and angry people
• Conflict with colleagues and other departments
• Defensive and angry reactions from team members

Outcome and benefits

• Develop strategies for solving conflict
• Enhance effective skills used in mediation such as active listening, assertive body language, effective questioning and maintaining neutrality
• Develop skills and behaviours to achieve win win situations
• Pre-empt challenging situations and avoid escalating them further

Course materials (included)

Delegates receive courseware to refer to throughout the course and as a refresher following the course

Pre-requisites

There are no pre-requisites for this programme.

Further courses that may be of interest:

• Conflict management
• Difficult People and How to Deal With Them
• Difficult Customers and How to Deal With Them
• Assertiveness
• Personal Influence: How to Create a Powerful Personal Impact