Course Overview

  • 1

    Workplace Dispute Resolution

    • Facilitated Discussion in the Workplace

    • Introduction to Dispute Resolution in the Workplace.

    • Course Connection to NMAS Mediator Training

    • Dispute Resolution Roles

    • Getting started
  • 2

    The Facilitator and the Facilitation Process

    • The Facilitator

    • Workplace Dispute Resolution in Context

    • Styles of Mediation

    • Developing Skills as a dispute resolution facilitator

    • What does a facilitator or mediator do?
  • 3

    Assessing Complaints, Policies / Procedures and Legislation.

    • Overview of module one

    • When a Complaint is made

    • Your Role

    • Achieve work outcomes

    • Policies, Procedures and Protocols

    • Content of the Complaint

    • Context of the Complaint

    • Communication Skills

    • Giving and Receiving Feedback

    • Building a culture of accountability

    • Following up on Complaints

    • Module One Review
  • 4

    Roles of a Facilitator and a Mediator in Facilitated Dispute Resolution

    • Overview of Module Two

    • The history of Facilitated Dispute Resolution

    • What does a Facilitator or Mediator do?

    • Facilitated Discussion vs Mediation

    • The Facilitated Discussion Process

    • The Mediation Process

    • Context for Workplace Mediation

    • Self-Determination vs Judgement

    • Mediation is a Voluntary Process

    • Bargaining Styles and Collaborative Negotiation

    • Find out what they want!

    • Positions vs Interests

    • Compromise vs Collaboration

    • Types of bargaining used in negotiation

    • Distributive Bargaining

    • Potentially Negative consequences of Distributive Bargaining

    • Interest Based Bargaining

    • The three step interest-based bargaining process

    • Collaborative Negotiation (Integrative Bargaining)

    • BATNA, WATNA, PATNA

    • Bargaining and Negotiation

    • Recap on bargaining styles

    • The 5 Negotiation Styles

    • What's your preferred style of negotiation?

    • Facilitating Negotiation

    • The advantages of Mediation

    • Module Two Review
  • 5

    The Nature of Conflict and Communication

    • Introduction to The Nature of Conflict

    • The purpose of dispute resolution

    • The conflict escalation volcano

    • The Conflict Core

    • The Conflict Spiral

    • Conflict Responses in detail

    • The conflict resolution triangle

    • Strategies to address conflict causes

    • Levels of Relating
  • 6

    Want to become a Mediator? The National Mediator Accreditation System (NMAS) and Ethical Practice

    • What is NMAS Accreditation, and do you need it?

    • Mediation Accreditation

    • Maintaining Accreditation

    • Qualities of a Mediator

    • Ethics and Code of Conduct

    • Work ethically

    • Professional and Ethical Standards

    • Diversity

    • Ethical Issues

    • Duty of Care

    • Conflict of Interest

    • Protecting the Rights of Clients

    • Confidentiality

    • Accredited Mediator Standards

    • Understand and support clients rights and interests.

    • Mental Health Rights and Responsibilities

    • Duty of Care Discussion

    • Legal and Ethical Quiz
  • 7

    Before bringing people together in Facilitated Discussion

    • Introduction

    • Why do we have the pre-mediation stage?

    • Procedure

    • Gathering and sharing information during intake

    • Support and refer clients

    • Intake or Pre-Mediation Session

    • Confidentiality Boundaries

    • The Intake Interview Checklist

    • Risk Screening and Risk Reduction Quiz

    • Seeking Advice on Complex Dispute Matters

    • Charging for Services

    • Contacting the other party
  • 8

    The Facilitated Discussion Process

    • Overview

    • The Steps of Mediation

    • NMAS Assessment Tool

    • Step 1 - Introductions and Mediators Opening Statements

    • Introduction Hints

    • Establish ground rules for mediation

    • Step 2 - Parties Opening Statements

    • Step 3 - The Agenda

    • Step 4 - Exploration

    • Step 5 - Option Generation and Problem Solving

    • Step 6 - Private Sessions

    • Techniques for Reality Testing

    • Step 7 - Negotiation

    • Negotiation Video

    • Bargaining and Negotiation

    • Step 8 - Agreement

    • Step 9 - Consolidate and Conclude the Mediation

    • Facilitated Discussion

    • Review

    • Mediation Skills Development and Assessment

    • Mediation Context Quiz
  • 9

    Effective Interpersonal Communications Skills

    • Introduction to Effective Interpersonal Skills

    • Communication

    • Managing power differences between people

    • Using Ground Rules

    • Cultural Perspectives

    • Internal Filters to Perception

    • Empathy

    • Non-Verbal Communication

    • Overcoming Barriers to Communication

    • Assisting Communication

    • Establishing Rapport

    • Tonality and Words

    • Practicing Rapport

    • Review - Rapport, Empathy and Non-Verbal Communication

    • Active listening skills

    • Active listening techniques for the mediator

    • Review - Active Listening

    • Effective Questioning

    • Types of Questions

    • Review - Effective Questioning

    • Feedback

    • Discussing the variables of the case

    • DISC Behavioural Profiling

    • DIsC Slide Set

    • Maintain Workplace Relationships

    • Group Dynamics

    • Communication Quiz
  • 10

    Additional Information and Resources

    • Definitions

    • Demonstration Videos and Webinar Recordings