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Transforming how you manage workplace conflict Is unresolved conflict holding up your organisation? Workplace fall-outs, miscommunication, and personality clashes are all known to be major causes of under-performance, absence and work-related stress. Learn from our experts how to resolve conflict more effectively: saving time, money, delay and distraction, and ultimately avoiding lengthy and expensive formal processes. And when people aren t getting on, teams suffer, productivity is affected, and in the end your organisation loses out. Dr Mike Talbot MA, MSc, D.Psych CEO & Founder, UK Mediation Find out more about our in-house courses at www.ukmediation.net/in-house Some of the many organisations who chose us as their training provider: 2
Our in-house courses at a glance Conflict Resolution Skills page 4 How to understand, recognise, and head off conflict How to address and resolve conflict between you and another person Practical steps to build better dialogue: between two individuals and within teams ½ or 1 day Managing the Difficult Conversation page 5 Preparing, planning, and setting objectives for a difficult conversation The skills of questioning, listening, and giving and receiving feedback How to structure and conclude a difficult conversation 1 day Understanding Mediation page 6 The key concepts of mediation Using mediation skills to repair working relationships and to build dialogue Early resolution as a way of avoiding time-consuming, stressful and distracting formal processes 1 day Practical Mediation Skills page 7 Resolving disputes and facilitating better conversations: what s unique about mediation The step-by step process used by mediators Using mediation skills to resolve grievance-type issues, miscommunication and fall-outs 2 days The Accredited Workplace Mediator page 8 The role and function of the workplace mediator Understanding, initiating, managing, and concluding the full mediation process Qualifying as an accredited mediator with our benchmark level four qualification Other courses available These are our most popular mediation courses. For more courses, plus details about bespoke courses, see page 10. 4 or 5 days 3
Conflict Resolution Skills Understand, recognise, and head off workplace conflict Resolving workplace conflict can be a time-consuming and frustrating endeavour for all involved. Disputes that are left unaddressed can quickly worsen, putting a drain on your organisation s resources. Our Conflict Resolution Skills course offers a practical grounding in the skills required to address and resolve arguments and disagreements: building your confidence and competence in addressing your own and others interpersonal conflicts. At a glance Available as ½ or 1 day Teaches real-world practical skills No prior experience required Trains you to resolve disputes in your working relationships The very practical programme will leave you better equipped to: Spot the warning signs of conflict and respond more positively and constructively Use skills and techniques to resolve conflict between you and another person Support others to build better dialogue and to improve their collaboration A superb course, which exceeded my expectations. The pace of learning was perfect. Reneé McCulloch Consultant Great Ormond Street Hospital Find out more at www.ukmediation.net/in-house/crs 4
Managing the Difficult Conversation Address sensitive topics in a calm, consistent, and credible way Most managers will from time to time need to have a difficult conversation with a colleague or member of staff. The need for such conversations might arise from performance issues, dismissal or redundancy, interpersonal clashes, unwanted criticism, or other aspects of a person s conduct. Our Managing the Difficult Conversation course shows you how to initiate and manage discussions around a wide range of sensitive topics: ensuring that you stay in control of the interaction and that you set and achieve your objective every time. At a glance 1-day course Includes customised case studies Delivered at your location Learn to manage sensitive interactions with colleagues This hands-on course will leave you feeling more confident about: How to manage discussions around sensitive or awkward subjects Listening well, responding appropriately, and giving and receiving constructive feedback Planning, structuring, and successfully concluding a difficult conversation The material was delivered well with plenty of examples and opportunity for roleplay. Very useful. Darryl Ooi Manager, Operis Find out more at www.ukmediation.net/in-house/mdc 5
Understanding Mediation Take a different approach to resolving workplace disputes Mediation is now recognised as a serious and highly cost-effective way of addressing a wide range of disputes. Based around the idea of reaching a win-win outcome to any disagreement, the skills and techniques of mediation offer a very attractive alternative to lengthy and adversarial formal procedures. Understanding Mediation is our highly popular course in how mediation can be used to set up and facilitate a discussion between two people who are coming into conflict: nipping a dispute in the bud, promoting better collaboration, and ensuring that formal procedures are only used as a last resort if all else fails. At a glance 1-day course Up to 16 delegates Discover the principles of mediation Learn how to encourage dialogue and avoid formal processes With a learning-by-doing approach, the course enhances your skills and knowledge in: Understanding what mediation really is and how it differs from other processes Using mediation to build dialogue and to avoid formal processes Deciding when mediation skills should and should not be used as the preferred approach A good day with tips learnt on holding meetings and the structure of mediation. Sarah O Connor HR Officer Univar Find out more at www.ukmediation.net/in-house/um 6
Practical Mediation Skills Gain confidence and competence in putting your mediation skills into practice Many managers and HR professionals have some awareness of what mediation is and how it works. Very few would get a chance to develop, enhance, and sharpen up their mediation skills away from their normal working environment. Mediation Skills provides a perfect opportunity to take a step back and to look at how you approach workplace disputes. The course shows you in a very practical way how to apply a step-by-step model of dispute resolution to all kinds of grievance-type issues, instances of miscommunication, and interpersonal clashes. At a glance 2-day course Run by a practising mediator Understand our step-by-step workplace mediation model Put your new skills into practice The course is a mixture of theory and practice and covers: The stage-by-stage model used by workplace mediators Using impartiality to avoid blaming and to promote dialogue and collaboration Skills practice: working with a range of simulated workplace disputes and getting feedback from mediation experts A great course and trainer. Skills could be used in many ways. Very relevant. Stephanie Hogg Customer Service Manager East Midlands Trains Find out more at www.ukmediation.net/in-house/pms 7
The Accredited Workplace Mediator Qualify as a workplace mediator with our level four, externally accredited course Many forward-thinking organisations now recognise the importance of having in-house, fully qualified mediators who they can call on when interpersonal disputes arise. Rather than having to bring in external mediators, those organisations have a panel of mediators on call, ready to respond to situations that might otherwise have to be dealt with through formal processes. Our benchmark qualification course, leading to the award of the Mediation Practitioner s Certificate, sets the standard for externally accredited, high quality mediator training. Very good, I can t wait to get started! I will use the skills throughout the rest of my role at work. Jane Thrale John Lewis This exceptional course has been developed over the nineteen years of UK Mediation s history by our own team of mediators and trainers, and is highly regarded as the leading qualification for workplace mediators. 8
ACCREDITED MEDIATOR Our professional tutors, themselves practising mediators, will train you in: The role of the workplace mediator: everything you need to get started The full mediation process, from initiating a case to writing an agreement How to be part of a highly credible and professional internal mediator panel By the conclusion of the IMPC, learners will understand: The underpinning principles of mediation How people s behaviours can impact upon conflict The structure of the mediation process How to manage the shuttle process The particular role of the mediator The skills required in mediation How to reflect upon their own practice, and to consider their ongoing development as mediators Find out more at www.ukmediation.net/in-house/impc At a glance 4 or 5 days Can be split into two blocks Up to 12 delegates Includes pre-course assessment and preparation 6 credits at level 4 on the Ofqual Qualifications & Credit Framework Over 5,000 people have qualified with us in the last nineteen years on this highly regarded course. 100% of our learners would recommend the course to others. 9
Other professional courses Bullying and Harassment Briefing ½ or 1 day Learn how to recognise and act upon the signs of unwanted behaviours in the workplace. The Manager as a Mediator Masterclass 1 or 2 days Just for managers: resolve workplace disputes using mediation skills. Our masterclass courses are run personally by our founder and CEO, Dr. Mike Talbot Mediation for Resolving Complaints 1-5 days We specialise in the use of mediation for the more positive handling of complaints, with anything from a 1 day course to a full accredited qualification. Let us design your ideal bespoke course We work with all sorts of people with every type of training need. These are just our most popular in-house courses. If you don t see what you re looking for then please contact us about a tailor-made package. Scheduled public courses also available In addition to our in-house training offering, we also run over 20 scheduled public courses at cities across the UK. So if you only want to train a small number of people, it may be more cost effective to send them along to an open access course at a venue near you. We regularly hold courses in London, Birmingham, Manchester, Leeds and Nottingham, with occasional courses elsewhere. See www.ukmediation.net/training for details and upcoming dates. 10
Why choose UK Mediation for your in-house training? Unlimited post-course support If you attend one of our skills or qualification courses you will receive unlimited telephone and e-mail support as you put your new skills into practice. Courses tailored to your precise area of application Your group will develop their new skills during the training with real case scenarios, reflecting exactly the kinds of disputes that they want to be able to resolve in practice. Expert trainers, expert mediators We will allocate a trainer who knows your work area. As a practising mediator, your trainer will also be likely to have experience of actually resolving disputes within your particular field. We will come to you We will run your training on a date and at a venue of your choosing. You don t have to pay your delegates transport and accommodation costs, and their normal working day is not disrupted. Reduced cost Because we use your own venue, we can offer a price that works out far less than if you sent an equivalent number of people onto a public, open access course. 11
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