How to manage conflict effectively at the workplace using mediation skills

Course Objectives

Conflict management in the workplace is more common than we think. Studies show that, over recent years, interpersonal conflicts at the workplace have been continuously increasing, especially with increasing workload and pressures due to efficiency and adaptability demands. Their manifestation is multifaceted in relation to different working conditions, but they not only hinder health, performance, and job satisfaction, but can also harm people's rights and dignity.

On the other hand, conflict is a natural part of any human interaction. And while conflict can be disruptive and destructive, it can also be an opportunity for growth and learning.

Conflict management is the process of identifying, understanding, and resolving conflict. It involves a variety of skills and strategies, such as mindful communication, negotiation, and mediation. Ideally, it results in a conflict resolution process, whereby a solution acceptable to all parties is found. This is so important, because conflicts can be very costly – not only in terms of lost productivity or high turnover, but also with regards to damaging relationships. It is therefore the aim of this workshop to help you develop the right skills to deal with difficult situations and conflicts in the workplace.

This course offers a safe space to learn a practical approach to conflict management based on mediation skills. We will be gaining an understanding on what positions vs. interests are, how we communicate best in order to avoid entering conflicts or how we can best negotiate solutions when we have already entered into a conflict situation. Through active listening and asking the right questions at the right time, we will employ a dynamic and holistic approach to problem-solving, which enables the reframing of issues, the creation of conflict systems maps, and looking at creative solution finding processes to practice your conflict management and mediation skills in active role plays.

By the end of this workshop, participants shall:

• Have refreshed your knowledge regarding cognitive biases and behavioral principles of human thinking and emotion;
• Have gained an understanding of conflict management and mediation, including their different phases and key principles;
• Be able to apply techniques that guide you or other parties to a conflict through the phases of a the resolution process, understanding the underlying themes of the conflict (thereby separating positions from interests);
• Have developed an understanding of how to adopt different perspectives, creating solution spaces and laying the groundwork to sustainable, long-term agreements.

MEtHODOLGY

The workshop spans over two days. It will cover the methodological background regarding conflict management/ mediation approaches and will apply them in real or mock examples. All participants are hence invited to bring some the most pressing issues they are aware of in their respective workplace contexts, which we will work on during roleplays in the afternoons. 

Target audience

All Staff