Negotiation, Mediation and Conflict Resolution Skills

Negotiation, mediation and conflict resolution skills

About the programme

Aims 

This 1 day programme will equip learners with the skills, knowledge and attitudes to ensure the effective use of communications skills in a range of situations that require resolution between parties.
The programme can be delivered as a on-line only, face to face or a blended approach to learning.

The programme content reflects the needs of a range of staff who have contact with people either inside or outside an organisation.

Staff including managers will sometimes find themselves having to manage, defuse and negotiate/mediate agreements within challenging conversations.

The programme will contain the following learning outcomes.

By the end of the programme learners will be able to:
  • Acknowledge difficult feelings and circumstances
  • Show that they have listened, heard and understood 
  • Use strategies to de-escalate an emotional situation
  • Use techniques to defuse anger and aggressive contacts 
  • Use a range of negotiation and mediation styles to gain successful outcomes
  • End contacts and conversations sensitively and professionally
  • Demonstrate assertive communication styles
  • Develop and use reflective practice to continue to apply the learning from the day within a workplace setting
The programme will take a practical and day to day approach to allow learners to apply the learning gained directly into their own workplace situation. 

Who is it for?

The programme is suitable for: A range of staff who have contact with other members of staff, service users, carers, members of the public etc where situations have the potential to develop into challenging or difficult conversations .

Delivery methods

A mix of input, small group and whole group discussion, practice application, simulation and reflective practice.

For further information please call or complete an enquiry form


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