Dates for this course

30/07/12 - 03/08/12

05/11/12 - 09/11/12

Who should attend:
• Senior and intermediate grade managers who have
  responsibility for a team
• Training & learning experts responsible for providing corporate
  management development
• HR development team leaders and other senior staff whose roles require mature interpersonal
  skills

Course objectives:
• To understand how unwanted behaviour can cause conflict in the workplace
• To recognize how people’s values and beliefs affect their behaviour
• To recognize and direct positive workplace motivation
• To understand and recognize workplace stresses and the stressors that can affect people’s
  behaviour and performance levels
• To understand the part played by assertiveness
• To recognize the differences between a grievance and a disciplinary situation
• To understand the roles and purposes of a range of different workplace interviews
• To use effective interviewing techniques in all interviewing situations

Course content:
• The art of mediation in conflict management
• Understanding the personal sequences of conflict behaviour
• How people's values and beliefs shape unwanted behaviour
• Written and unwritten rules about expectations
• Warranted and unwarranted conflict
• Motivation, stress and personal stressors
• The four states of assertiveness
• Mediating in disciplinary situations
• Policy issues and disciplinary procedures
• The 'laws' of disciplinary procedures
• Conducting a mediation interview
• Dealing with initial, problematic responses to mediation
• Defining grievance matters
• Grievances - how every manager should respond
• Modern interviewing techniques and skills in mediation