The Conflict Resolution and Workplace Mediation Techniques Training Course is a highly practical and interactive program designed to equip HR professionals, team leaders, and organizational managers with the tools and techniques needed to effectively resolve disputes and foster a collaborative workplace culture. As conflicts increasingly emerge from remote work dynamics, generational differences, diversity tensions, or high-stress environments, the ability to mediate and manage conflicts professionally has become a strategic HR and leadership skill. This course addresses both formal mediation processes and informal conflict resolution approaches, empowering participants to de-escalate tension, improve communication, and build mutual trust in professional settings.

Participants will explore the psychological dynamics of conflict, learn to assess root causes, apply structured resolution models, and facilitate difficult conversations with neutrality and empathy. The course covers key mediation frameworks, conflict coaching, and legal and ethical considerations, along with role-plays and case studies to ensure hands-on learning. By mastering conflict resolution and mediation strategies, participants will be better prepared to reduce workplace friction, restore harmony, and support inclusive, high-performing teams.

Duration: 5 Days

Target Audience
• Human Resource Managers and HR Business Partners
• Team Leaders and Supervisors
• Organizational Development Specialists
• Employee Relations Professionals
• Compliance and Ethics Officers
• Diversity & Inclusion Officers
• Internal Mediators and Ombuds Professionals
• Union Representatives
• Executive Coaches and Leadership Trainers

Course Objectives
• Understand the root causes and types of workplace conflict
• Apply structured conflict resolution models and strategies
• Enhance communication and active listening during disputes
• Manage high-stakes and emotionally charged workplace situations
• Conduct impartial and ethical mediation sessions
• Foster psychological safety and team cohesion
• Reduce employee turnover caused by unresolved conflicts
• Align conflict resolution strategies with HR and legal policies
• Build confidence in handling workplace disputes informally
• Promote a culture of accountability and respectful dialogue
• Improve decision-making through inclusive conflict resolution

Module 1: Understanding Workplace Conflict
• Definition and types of workplace conflict
• Identifying conflict triggers and patterns
• Role of values, culture, and perception in conflict
• Costs of unresolved workplace conflict
• Conflict dynamics in hybrid and virtual teams

Module 2: Conflict Communication Skills
• Principles of assertive and respectful communication
• Active listening and empathic responses
• Avoiding miscommunication and escalation traps
• Managing tone, nonverbal cues, and body language
• Framing constructive feedback during conflict

Module 3: Conflict Styles and Resolution Models
• Thomas-Kilmann conflict styles assessment
• Collaborative vs. competitive resolution approaches
• Applying the Interest-Based Relational (IBR) model
• Using the “win-win” principled negotiation method
• Choosing the right resolution approach for the situation

Module 4: Workplace Mediation Fundamentals
• Role of the mediator vs. manager vs. HR
• Mediation process phases: pre-mediation, joint meeting, agreements
• Setting ground rules and building trust
• Mediator neutrality and ethical practice
• Confidentiality and documentation best practices

Module 5: Facilitating Difficult Conversations
• Preparing for challenging dialogue
• Neutralizing defensiveness and emotional outbursts
• Structuring conversations using GROW or SBI models
• Reaching agreements without forcing consensus
• Following up and ensuring accountability

Module 6: Conflict Coaching and Individual Interventions
• One-on-one conflict coaching models
• Empowering employees to self-manage disputes
• Building emotional intelligence in conflict situations
• Helping individuals identify personal conflict triggers
• When and how to escalate or refer conflict

Module 7: Legal and Organizational Aspects of Conflict Resolution
• Understanding HR policies and legal compliance
• Discrimination, harassment, and grievance handling protocols
• Conflict resolution within collective bargaining contexts
• Documentation and due process in formal investigations
• Mitigating organizational liability through early intervention

Module 8: Conflict Resolution in Diverse & Inclusive Workplaces
• Culturally competent conflict resolution strategies
• Addressing unconscious bias and microaggressions
• Navigating cross-generational team dynamics
• Inclusive communication in diverse teams
• Building equity and understanding through mediation

Module 9: Implementing Conflict-Positive Cultures
• Creating systems that encourage open dialogue
• Conflict resolution training and policy development
• Role of leaders in modeling conflict management
• Measuring impact of mediation and resolution programs
• Sustaining long-term organizational change through conflict competence

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.