CEUs: 3.0

Bring this program to your organization. It can be customized to meet your specific needs. Call 877-337-7681 for details or e-mail Katrina.

Related Topics (Conflict/Mediation/Negotiation):

• Negotiation Skills

• Mediation Services

• Conflict Management

In this era of rapid globalization, increasing competition, and doing more with less, it is important that we manage conflict quickly and effectively so that we can focus on the work at hand.  One of the most popular and effective conflict management tools is mediation.

Mediation offers a constructive process for resolving differences and conflicts between individuals, groups, and organizations.  It is an alternative to avoidance, destructive confrontation, prolonged litigation, or violence.

The AGTS Mediator's Academy was developed by two highly experienced mediators, one who is also a skilled instructional design specialist.  The 40-hour program meets the requirements established by the Arizona Dispute Resolution Association (ADRA) for becoming trained as a mediator.

Length:  Five 8-hour sessions

Instructor:  Hanken and Norbeck

Who should attend: All individuals who would like to assist in mediating conflict within their organizations.

Benefits:

• Money saved through reduced litigation.

• Rapid resolution of conflict.

• Lasting solutions through mutually satisfactory outcomes.

• Restoration of positive relationships and/or more amicable relationship termination.

• Less stressful, more productive work environments.

• A reputation for solving tough human-relations problems.

Learning Outcomes:

By the end of this program, you will be able to:

• Effectively use mediation as a form of conflict management.

• Understand and use a variety of communication skills in mediating conflict.

• Understand and use the mediation process to facilitate agreements between disputing parties.

• Understand ethical guidelines for mediation.

• Effectively guide disputing parties through anger and other difficult emotions.

Program Outline:

I.          The role of the mediator

            A.         Co-mediator vs. solo-mediator

II.          Communication and active listening skills

III.         Ethical dilemmas

IV.        Conflict resolution

V.         Rules of negotiation

VI.        Conducting the mediation

            A.         Opening statements

            B.         Clarification/neutral probing questions

            C.         Issues/interests/concerns

                        1.         Recognizing emotions and needs for validation/recognition

                        2.         Anger management techniques

                        3.         Sensitivity for cultural issues

            D.         Selecting options for resolution

            E.         Helpful language, strategies, and phrases

            F.         Summarizing and drafting final agreements

            G.         Closing statements

VII.       Impasse strategies

VIII.       Practice mock mediations and various role-playing situations

IX.         Laws, statutes, and regulations applicable to mediation