Conflict Management and Resolution 101

Essential Mediation Skills for Managers and HR Managers

Mediation Skills Basic Find yourself trying to manage low-level niggles and disagreements between people on your team?

Prefer to get issues resolved instead of having it progress to a formal grievance?

Wish you had some formal training in the art of mediation and conflict resolution?

So much conflict and tension in the workplace begins with minor misunderstandings and miscommunication.
At this level, it’s relatively easy to resolve…if you have some basic conflict management skills and competencies.
But sometimes we approach ‘resolving conflict’ like we approach many other problems that arise in the workplace: with a hands-on, solution-focused mindset. And while excellence as a manager is usually about providing people with elegant and speedy solutions, when it comes to mediating conflicts and disagreements, this approach can really backfire.

Learn a basic 5-step process to resolve low-level conflicts and disagreements in the workplace

This course teaches you the skills of professional mediation
Most importantly…you learn how to tackle conflict head-on, so you help people shift from defensive positions to workable solutions

This mediation training course runs for 6 full days, plus one day of a videoed role-play assessment, to enable you to become a Certified Mediator. The programme is approved and accredited by the Mediators’ Institute of Ireland.
(Click to skip to our Frequently Asked Questions for more details)

We spend 5 of the 6 days on role-play skills practice, with maximum 8 participants to one trainer.
You will have individual coaching and mentoring on your development as a mediator throughout.

We also give you 8-10 hours of preparatory e-Learning Modules to be completed before you start the in-classroom training.

Click here to read what programme graduates have to say they found most useful in this course

“After 35 years, I thought I’d got all the courses; this mediation training course has had a huge impact on me.
As a Senior Business Partner in HR after being a line manager for 35 years, my inherited tendency was to “solutionise”. This course with Mary Rafferty showed us how to get to get to heart of problems by using the mediation process.
Others have noticed and so have I – subtle but necessary changes.

I would recommend this programme to any manager – in the line or not. It will arm you with tools where staff will see your targets as theirs and it will extend the range of your success”.

Ray AherneSenior Business Partner, Human Resources ESB Networks

This mediation training course helps you

Create a safe and supportive atmosphere so that people caught in the conflict zone feel safe talking through their differences and difficulties

Listen in a way that helps people to get clearer on what’s really important to them

Facilitate people to resolve issues, so they can draw a line under them, and move on

Stay calm, compassionate and clear-headed throughout

The next course takes place in Maynooth, January-March, 2019:
Jan 31st/Feb 1st (Thurs/Fri), Feb 21st/22nd (Thurs/Fri), March 13th/14th (Wed/Thurs) 2019

(You will receive access to the pre-course eLearning module on Friday January 18th)

Assessment: March 20th/21st (Wed/Thurs), 2019 (You only need to attend one of those dates)

Download Course Aims and Objectives

“Mary was a fantastic trainer with a huge knowledge and a wealth of hands-on experience.
Role plays were a core part of the training and I got individual coaching and mentoring following each role play.
I would highly recommend this course, I gained valuable skills that I can use in both my professional and personal life“.

Lynn Mac Manus Regional HR Manager, Musgrave Operating Partners, Ireland

A Quick Overview of the Syllabus

You will explore and learn about mediation from three different aspects:

The People:

Build great rapport so people open up and share their deeper fears and misgivings

De-escalate and diffuse strong emotions in a supportive and compassionate way

Radiate true warmth and non-judgement to dissolve defensivness and mistrust

The Process:

Know by heart the fundamental principles of mediation – voluntariness, confidentiality, self-determination – and how to explain these in an accessible and client-friendly way

Learn the intentions and tasks of each stage in the mediation process and how to keep the parties on track

Juggle firmness and flexiblity in applying the process of mediation

The Problem:

Develop deep insight into the dynamics of conflict and why differences of opinion can morph into entrenched disputes

Differentiate between positions, interests and needs so you can ask useful and effective questions

Learn the art of powerful and probing questions to help unearth what’s really at stake for people

Want to see the list of skills and processes you will learn to master?
Overview of the key skills and competencies that are assessed in the Mediators’ Institute of Ireland Certified Level Assessment process

“Mary is an outstanding facilitator who modelled excellent mediation skills throughout the course. She responded thoughtfully and comprehensively to participants’ questions. She encouraged and challenged everyone to learn“.

James O’Leary Retired School Principal and Barrister

Why take this Mediation Training Course?

The course structure – 3 x 2-day modules, is spread over a 5/6-week period – allows time, to digest what you’ve learned and keep up with the written course work

You’ll get hours of practical skills-based role play training where you get to hone your skills as a mediator, in a relaxed and fun learning environment

You will also receive individualised, ongoing feedback and mentoring as well as a video of yourself mediating (the good, the bad and the ugly…) so you can appreciate your own progress

The written work supports you to understand the legal and regulatory aspects of mediation (so you follow ‘best practice’)

The reflective learning journal you will have to keep throughout the programme, helps integrate and consolidate your learning (without having to work too hard!)

You’ll have access to a bank of resource materials – from handy templates you can use with clients (‘Sample Agreements to Mediate’, ‘Preparing for Mediation Worksheets’), to academic papers which give you in-depth background knowledge on mediation and its application

“From day one, the course builds knowledge of a process that helps to get beyond the point where both parties are dug in to a position, teaches you how to uncover the issues and concerns of both parties, and gives you the tools to help both parties to get to a point where they can find common ground and reach an agreement that is acceptable to them both. That is the process of mediation and it is very powerful.
The process reinforced using role plays that were as close to reality as you can get without being in an actual situation.

Mary is an excellent trainer who was very patient and encouraging and kept things moving along at just the right pace. I learned a lot of things that I will use, not just in mediation, but in everyday life.”

Pat SmythTransformation Program Manager, EIR

“I found the course to be very beneficial, I have completed a number of conflict resolution courses but this course taught me the benefits of listening and allowing people time to work through their issues and hear themselves. I enjoyed the theory but the role plays allowed for real life situations and the roadblocks you can encounter during a dispute.
I would highly recommend this course and have done“

Geraldine Columb, Regional Manager for National Learning Network for Dublin Wicklow and the North East

About Your Trainer: Mary Rafferty

I am Mary Rafferty and will be your tutor for throughout the entire 6 days of the mediation training programme, so you will have consistent support and follow-up as you progress through the course.

My 12 years of mediation experience is drawn mainly from a Workplace and Organisational context. I have has also worked with Separating Couples in a volunteer mediation service in Cavan since 2009.
So navigating the delicate and fragile dynamics of relational conflict has been a key focus of my practice.

Mediation is more than just a clever set of tools and techniques. Yes, you can learn process, you can drill skills, you can memorize theories. But more important than all this, is your own personal and professional grounding when you are working with people trapped in the emotional quagmire of conflict: how you see yourself, your role, your intentions towards and beliefs you have about the parties.

For me, mediation at it’s core is about curiosity and connection:

How can I stay open and truly non-judgemental?

How do I listen and stay present so I can fully appreciate each person in front of me?

How can I see beyond people’s hurt, anger and insecure thinking and instead tap into their innate wisdom, so they can access their own resilience and resourcefulness?

How can I build trust and rapport with each person in the process so they are able to let down their guard and engage fully in the process?

What I’ve seen, is that mediation is much more than turning up and doing ‘rapport’ or ‘trying to make the parties compromise and be ‘reasonable’. It’s certainly never about covertly leading them to some solution that I’ve dreamed up.

Instead, it’s about creating a space where people can step out of the chaos of conflict, take stock and regain their equilibrium. Then from a more centred and composed state of mind, they are better able to make healthy and commonsense decisions, in their own best interests.

You can download more information here about my qualifications, experience and background.

You can also download my free eBook:
8 STEPS TO ‘WINNING CONVERSATIONS’ FOR LEADERS AND MANAGERS

“Mary was a totally professional facilitator. She was a talented teacher, engaging, supportive, encouraging and light-hearted while at the same time ensuring that each individual developed as a competent mediator. Her attention to detail and to each individual was extremely impressive. She just made it all so easy, we hardly knew we were being challenged. I can recommend this programme and Mary as facilitator in the very highest terms and without reservation to all aspiring mediators.”

Siobhan QuinnRetired School Principal

“Mary’s style of delivery was intelligent, professional with a lovely dash of humour, I would recommend this course wholeheartedly. All was excellent, informative and thoroughly enjoyable”.

Ruth FitzGeraldMindspark - Personal & Professional Development

“The patience displayed and encouragement continually offered throughout was most welcome as was clearly the course content so well delivered. It will be of huge value to me in my legal work. Many thanks again-a really informative, beneficial and interesting 6 days“

Gerry LambeSolicitor

Where, When and other FAQ’s

Mediation Training Dates:

Training: Thurs/Fri Jan 31st/Feb 1st; Thurs/Fri, February 21st/22nd; Wed/Thurs March 13th/14th, 2019: 9.30am-5.30pm each day.

Assessment: March 20th/21st (Wed/Thurs) (You only need to attend one of those dates)

Venue: Glen Royal Hotel, Maynooth, Co Kildare. Lunch is included each day, at the delicious Shoda Restaurant, in the hotel

Cost: €1850 (includes €250 MII Certified Level Assessment fee) if paid in full by Wednesday 9th January, 2019. The cost is €1950 for payments after this date.

(Part-funding may be available if you are a private business or self-employed. Email me on mary@consensusmediation.ie to find out more)

Booking: You can apply for the course on our online application page. You can pay by cheque or online – please email me at: mary@consensusmediation.ie for online bank details

Will I be able to practice as a Mediator when I’ve completed this course?

Upon successful completion of this mediation training programme, and the assessment role play, you can register with the Mediators Institute Ireland (MII) and apply for a practising certificate and be approved to mediate, within your competency level, by the MII.

You will also have to sign up to the MII Code of Ethics and Practice and hold professional indemnity insurance.

What about practicing as a Mediator working with Separating Couples?

If you wish to practice in the area of Separating Couples, you are required to participate an additional 32-hour training module. Details and dates about providers of this programme are available on the MII website.

Do I have to attend all of the training days?

Yes, because the programme is so intensive and the in-classroom time is so short, in order to achieve your qualifications, you must attend all 6 days of the training.

Is there any out-of-class written work or ‘homework’?

Yes…we want to give you great value for your time and money…!

Prior to course commencement, you will receive access to an e-Learning Module that will take 4-5 hours to complete. You need to complete this before Day 1 of the in-classroom training day (January 31st, 2019).

During the course you will have further tasks/e-Learning modules (4-5 hours) to complete.

You must also complete a Written Assignment which consists of reflections from your learning journal as well as critique and reflections on your role play experience and what you have learned about conflict resolution and mediation.

How does the assessment process work?

The assessment consists of you (acting as a Mediator) in a role play where 2 of your class colleagues play the disputants, for one hour.
You will be assessed by an External MII Approved Assessor, Niamh Cunningham.
Your role play will be videoed and you will receive a copy of the video so you can do a written reflection afterwards and forward to the Assessor. This will also form part of your assessment.

Who should or could attend this mediation training?

Participants can range from Line Managers, Senior Managers, HR Managers, School Principals to Solicitors, Coaches, Counsellors, Social Workers…or indeed anyone who has an interest in understanding the dynamics and skills of conflict resolution.
The only pre-requisite to attend is proficiency in spoken English (so you can participate effectively in the videoed role play assessment).

Can you provide this training in-house for our HR team/team of Managers?

Absolutely…I have trained teams of managers/HR managers who say it has completely changed their whole approach to the people-management aspect of their job.
And, research is showing the critical role that a mediation ‘mindset’ (skills and attitudes that seek to resolve and rebuild rather than apportion blame or sanction) can have, in reducing and minimising the level of destructive conflict in organisations.

Essential Mediation Skills for Managers and HR Managers

Learn a basic 5-step process to resolve low-level conflicts and disagreements in the workplace