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Programme sheet
Resolving Conflicts Through Mediation in 10 Steps
Conflicts & TensionsTeamwork & CooperationAll employees≈ 20 min
Key skill: Mediation
Summary
A 10-step mediation process for resolving workplace conflict without going to court: individual meetings, emotional expression, active listening, and the search for a lasting, win-win agreement — whether you're a manager or a team member.
Target audience
Anyone who has to manage conflict
Learning objectives
- Develop, in 10 steps, your ability to support a mediation, whether you're a manager or a team member
- Explain the mediation process clearly to those you'll be assisting
- Facilitate individual and group conversations, discerning which ones take priority
- Help each party express their emotions individually to avoid deadlock once they meet
Module outline
- ArticlesThe 3 types of mediation illustrated with examples
- Expert videoThe key principles of formal and informal mediation in the workplace
- AnchoringQuizzes and true/false questions to dive deeper into the topic and lock in what you've learned
- Memo cardA downloadable coaching memo card: the key points from the expert video
- CommitmentConcrete examples to help you define your own commitment
Models & methods
10-step mediation process; active listening (questioning, reformulating); formal vs. informal mediation; win-win agreement.
Research-based
Definition of mediation cited from the Centre national de médiation des avocats.