Training managers to mediate

Managers spend about 30% of their time managing conflict, and most do it without any training at all.  

Yet the role that managers have in setting the culture of their teams is critical.   How they behave impacts on the behaviour of others, and how they step in and resolve conflicts in their teams will significantly determine the number of complaints you have to manage.   Managers are key to workplace dispute resolution, and ought to be trained in mediation (CIPD Conflict Management Survey Report, 2011).

Managers do not need all the skills of a fully-fledged mediator

Their needs are specific – and can be met in a 2-day course. Our ILM endorsed programme gives managers all the skills they need to mediate disputes in their own team confidently and skilfully.

The mediation skills training gave me the opportunity to explore my own responses to conflict and learn ways to manage, reflect back what is being said, and start to move towards a resolution, providing me a very good role model for mediation.

ILM Professional Workplace Mediator Training Delegate, General ManagerNHS Lothian

Working with such an experienced and professional organisation has been incredibly refreshing and our in-house mediation service has been enhanced as a result. The course was fantastic and people left feeling confident with the skills. The course content was comprehensive and the training techniques first class. The trainer worked with us to discuss service development and implementation. They provided a lot of supporting information which has helped immensely in getting this project off the ground.

Achieving Mediation Excellence Commissioner, HR ManagerUniversity of York

Our SMT found the training extremely helpful. The mediation training programme was customised to meet our specific needs and we were pleased with the balance of theory, case studies and role play, which enabled us to test our new mediation skills in a safe environment.

Mediation Skills Training Delegate, Training and Skills CoordinatorShetland Islands Council

The mediation training was something new and completely different to anything I have ever done before. Completely relevant to what I want to pursue in future. The trainer kept it real, his passion for his art was obvious throughout. Thank you very much!

ILM Professional Workplace Mediator Training Delegate, MidwifeWrightington, Wigan and Leigh NHS Foundation Trust

Just a note to say how useful this was: particularly the case study which has really given us some ideas to follow up.

ILM Professional Workplace Mediator Delegate, Senior Managera Higher Education Institute

The advanced mediation training a very rewarding course that provided further learning and personal development in the field of mediation. Thank you to the trainer.

ILM Professional Workplace Mediator Delegate, Liaison OfficerBritish Ground Forces Germany

I was offered a place on this mediation training course at the last minute and I am glad that I accepted – it might have a big impact on my working life. Thanks!

ILM Professional Workplace Mediator Training Delegate, Digital Preservation TechnicianInternational Atomic Energy Agency

All delegates, without exception, thoroughly enjoyed the course, both content, interest, and the way in which the trainer delivered the programme. The course was challenging and they all feel they have a new set of professional tools that will help them. Well done to CMP; our thanks to all those who worked to make this happen.

Mediation Service Set-up Project Lead and ILM Professional Workplace Mediator Delegate, HRO - Crime CommandNorfolk Constabulary

I’d highly recommend the mediation supervision course to anyone who supervises mediators, even people who’ve been doing it for some time. It was well delivered, with plenty of time for discussion, suggestions and reflection.

Mediation Supervisor Delegate, Experienced Mediatora Private sector Organisation

I know my fellow staff mediators would find this advanced mediation training as interesting as I did. The trainer’s depth of knowledge and experience was critical.

Advanced Mediation Skills Training Delegate, Staff Mediatora Public Sector Institute

What managers learn

  • Mediation skills such as active listening, impartiality, conflict facilitation and win/win problem solving
  • How to manage difficult behaviour assertively, and defuse aggressive behaviour
  • How to reduce the negative aspects of conflict – the stress, demotivation and divided teams
  • Ways to improve communication and understanding between colleagues
  • How to close difficult issues and create workable ground rules for the future

Mediation for managers, mediation skills, Katherine GrahamEach manager gets a free copy of Mediation for Managers which the Institute for Management Studies said “encourages healthy change and moves towards rebuilding relationships. It has an easy-to-read style, which is sequential and logical. The book is a sound investment for all managers.”

What type and level of mediation training do you need?

If you’re looking for mediation training, you’ll want to ensure you get the right learning to achieve your goals. Training HR to make more use of mediation needs a different course from giving managers the skills to do ‘mediation-lite’ with their teams; which is different again from the amount of learning needed to work as a professional mediator.

This paper gives an overview of the different levels of training available from CMP Resolutions, and what each course enables the learner to do.

Selecting the right mediation course