Management. Lift your career and your organisation.

Sorting out conflict is one of the most challenging responsibilities you’ll face as a people manager. Learn to meet that challenge with confidence, using simple mediation techniques. Minimise risk and maximise team productivity by assisting your people to sort out ‘personality differences’, disagreements and conflicts.

Aims

Take your people management skills to a higher level, by learning simple mediation techniques. Decide when it’s appropriate for you to mediate and when you need additional help from a professional. Use a four-step process for addressing conflict between team members. Set a constructive tone for discussion, using positive framing techniques. Help team members discuss their needs and concerns successfully, by posing solution-focused questions. Use conflict-mapping techniques to facilitate problem-solving discussions. This course gives you practical tools for addressing team conflict in the early stages and preserving positive team dynamics.

Outcomes

By the end of this course, you should be able to:

• apply basic mediation techniques appropriately in a workplace context
• define mediation and the manager’s role in informal mediations
• plan and lead a simple mediation conversation, using a four-step process
• establish ground rules for the discussion and explain the mediation process to others
• help team members isolate and address key issues in their conflict
• map the p