National Accreditation Standards (NMAS)
Course Goals
Essential Skills
Essential Knowledge
Introductory Exercises
Online Conflict Resolution and Alternative Dispute Resolution Training
What is Conflict and how does it occur?
Individuals and Their cares
The self
How does mediation assist?
Maslow’s hierarchy of needs
Conflict Spiral
Causes of conflict
Conflict Management Quiz
Issues in conflict
Resolution Strategies for Conflict
ADR Defined
Mediation
Conciliation
Negotiation
ADR Process
Introduction to Models of Mediation
Facilitated Negotiation
Mediation Diamond
Theory Based Models of Mediation
Transformative Mediation
Evaluative Mediation
Narrative Mediation
Settlement Mediation
Shuttle Negotiation
Telephone Dispute Resolution
Co-Mediation
InterMEDIATE Educative Mediation Model
Transactional Analysis
Assertive Language “I Statements”
Time out
The Drama Triangle
Legal Context of Workplace Mediation
Bully and Harassment Legal Obligations
Ethical and other Mediation Issues
Mediator bias
Maintaining Neutrality
The Mediator
The role of the mediator
Mediator skills
Questioning
Listening
Summarising
Paraphrasing
Reframing and Exercise
Using the agenda
Challenging the parties
Identifying common interests
Generating options
Ensuring Role of the Non-Participating Support Person
Encouraging and Facilitating Shifts
Pre-Mediation and exercises
Intake and assessing suitability
InterMEDIATE Dispute Management telephone intake form
The conflict management coaching relationship
InterMEDIATE Dispute Management Workplace Initial Assessment form
Sample Agreement to Engage in Mediation form
The Mediation Session
Mediator opening statement and explanation
Role-play 1 – Paul & Jenny opening statement
Parties opening statements
Clarification
Statement summaries
Role Play
Mediator note taking and read back
The final agenda
Role Play
Managing exploration
Mediator language in exploration
Managing the process of exploration
Dealing with interruptions
Dealing with reticence
Dealing with verbosity
Dealing with abuse
Dealing with violence
Handling strong emotions
Empowering the parties
Moving from exploration to negotiation
Problem solving
Objectives of negotiation
Role of Mediator in negotiation
Shift in focus
Language in negotiation
Agent of responsibility
Agent of reality
BATNA/WATNA/MLANTA
Hypotheticals
Private Sessions
Roles in private sessions
Purpose of private sessions
The goals of private sessions
Managing private sessions
Consultation about private sessions
Introducing private sessions to parties
Introducing the session
The Agreement
Testing for reality, practicality, and fairness
Principles of agreement writing
Agreement writing checklist
iMDM sample agreement
Terminating Mediation
Feedback form
Benefits of feedback
Closing Protocol
Debriefing
Referrals
Referral types
Supervision
Destroy notes
Clear your head
Reporting to management
The day after mediation
Mediator Payment
One (or three) months later
Role-play information for National Accreditation
Your Course Assessment
Appendices
What Workers Need in Their Workplaces to be Satisfied, Happy and Productive. (Sent by email after student booking completed)
Can a Manager Mediate? (Sent by email after student booking completed)
Blinded by Acid. (Sent by email after student booking completed)
By phone or by Zoom