PROGRAM OVERVIEW
Conflict management is an inevitable facet of the HR function. In  this illuminating program, you will uncover the role of conflict in a  workplace culture and learn both conflict mediation and conflict  management techniques and when to use them for workplace  disputes. You will explore how conflict happens, how the brain  reacts to conflict and why people react differently when conflict  occurs. You will build your conflict management skills by applying  a three-step conflict mediation process to multiple real-life scenarios. And you will leave this program with concrete tactics you  can use to help reduce the level of conflict at your organization.
 
PROGRAM OBJECTIVES
This program is designed to provide you with the knowledge and skills necessary to:
Define mediation and investigate the role it plays in  workplace conflict
Apply a mediation framework to workplace conflicts
Identify challenges that can arise with mediation and  identify solutions
Identify strategies for employees to manage their own  conflicts
 
PROGRAM OUTLINE
 
SECTION 1: Introduction
Objectives
About This Course
 
SECTION 2: Understanding Conflict
Anatomy of a Conflict
Disputes vs. Conflicts
This Is Your Brain in Conflict
Emotion at the Core of Conflict
The Benefits of Conflict
 
SECTION 3: Introducing Conflict Mediation
The Conflict Spiral
Conflict Mediation and Conflict Management
A Process for Handling Conflict
Why Choose Conflict Mediation
The Conflict Mediation Process
 
SECTION 4: Step 1 - Setting Up a Mediation
Checklist for Mediation Step 1
The Conflict of Laurie and Tameka
Reflective Listening
Using EAR Statements
Determining If Conflict Mediation is the Answer
Scenario 1
 
SECTION 5: Step 2 – Exploring the Conflict
Checklist for Mediation Step 2
The Opening
Ground Rules
Participant Roles
Restate Interests
Scenario 2
 
SECTION 6: Step 3 – Reaching Resolution
Determining the Conflict Type
Brainstorming Options
Reframing to Help Reach Agreement
A Sample Agreement
Criteria for Good Agreements
Scenario 3
Mediation Challenges and Responses
 
SECTION 7: Reducing Conflict in Your Workplace Culture
The Direct Cost of Workplace Conflict
Conflict Mediation and Conflict Management
Empowering Employees to Use Conflict Management
Using Conflict Style Inventories
Your Conflict Style
A Process for Conflict Management
 
SECTION 8: Conclusion
Objectives
The Knowledge Center
 
Recertification
SHRM: 7.5 PDCs