In any workplace, conflict is inevitable, but its resolution is what defines a healthy and productive culture. This training course is meticulously designed to equip HR professionals and leaders with the strategic skills and practical techniques needed to transform workplace disputes from destructive events into constructive opportunities for growth. By mastering the art of mediation, you will learn to navigate difficult conversations with confidence, build trust between parties, and facilitate outcomes that are fair, sustainable, and beneficial for all. This program provides the essential blueprint for a new generation of HR leaders prepared to be a source of calm and clarity in times of disagreement.

This comprehensive curriculum offers a practical deep dive into the psychology of conflict, from identifying its root causes to applying proven mediation frameworks. You will learn to use empathetic communication, active listening, and a structured approach to guide employees toward mutual understanding and collaborative solutions. The course focuses on real-world scenarios and hands-on role-playing exercises, helping you to build the skills necessary to handle a wide range of interpersonal and team-based conflicts. By the end of this program, you will not only be proficient in conflict resolution best practices but also be prepared to champion a culture of open communication and secure a lasting positive impact on your organization’s morale and productivity.

Duration

5 days

Target Audience

• HR directors and managers
• Employee relations specialists
• HR business partners
• Team leaders and supervisors
• Organizational development specialists
• Union representatives
• Ombudsmen and internal mediators
• Project managers
• Anyone responsible for managing workplace disputes
• Managers and executives seeking to improve their leadership skills

Objectives

• Understand the nature and causes of workplace conflict.
• Master a systematic framework for conflict resolution and mediation.
• Develop effective communication and active listening skills.
• Learn how to facilitate constructive conversations between disputing parties.
• Navigate emotional responses and maintain neutrality during mediation.
• Implement strategies to build trust and find common ground.
• Identify the difference between a grievance and a conflict.
• Understand the legal and ethical considerations of mediation.
• Create a personal toolkit for proactive conflict management.

Course Modules

Module 1: The Foundations of Workplace Conflict

• The psychology of conflict: why it happens and how it escalates.
• The benefits of constructive conflict vs. the costs of destructive conflict.
• Identifying the root causes of workplace disputes.
• The role of communication and perception in conflict.
• Case studies of common workplace conflicts.

Module 2: A Structured Mediation Framework

• An introduction to the mediation process and its key phases.
• The role of the mediator: remaining neutral and impartial.
• Setting the stage: preparing for the mediation session.
• Guiding the conversation: helping parties to share their perspectives.
• Working toward a resolution and crafting an agreement.

Module 3: Communication and Listening Skills

• The power of empathetic and non-judgmental communication.
• Mastering active listening to understand underlying interests.
• The art of reframing to de-escalate tension.
• Asking open-ended and powerful questions.
• Developing a communication style that builds trust and rapport.

Module 4: Managing Emotions and Difficult Conversations

• Understanding emotional responses in conflict situations.
• Techniques for managing your own emotions as a mediator.
• Strategies for de-escalating heightened emotions in others.
• Guiding parties to focus on interests rather than positions.
• The importance of establishing ground rules for respectful dialogue.

Module 5: Conflict Resolution in Practice

• Role-playing exercises for one-on-one and team conflicts.
• Handling conflicts related to performance, communication, and personality.
• The difference between peer mediation and manager-led mediation.
• Strategies for resolving conflicts between departments.
• Post-mediation follow-up and monitoring.

Module 6: Legal and Ethical Considerations

• Understanding legal requirements related to harassment and discrimination.
• The importance of documentation and confidentiality in mediation.
• Navigating conflicts that involve a legal or compliance risk.
• The role of ethics and integrity in the mediation process.
• Knowing when to escalate a conflict to legal or executive teams.

Module 7: Proactive Conflict Management

• The shift from reactive to proactive conflict resolution.
• Building a culture of open communication and feedback.
• Training managers to handle team conflicts at an early stage.
• The role of HR in promoting conflict resolution skills.
• A personal action plan for championing conflict resolution.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 7 working days before commencement of the training.