Mediation Skills Overview (1 day)

The Mediation Skills course gives a working grasp of the challenges of mediating conflict. Providing answers to questions on impartiality, confidentiality and securing solutions when managing HR responsibilities and business risks.

The trainer will demonstrate live the key stages in the mediation process and bring to life strategies to deal with difficult moments. Learners will sample the steps and stages of a mediation case from start to finish; working through a structured process and applying skills to resolve issues at the earliest stage.


This course outlines mediation: the role, structure and process and how it can prevent, de-escalate and resolve interpersonal conflict in the workplace.

  • Simple, effective strategies to take away
  • A clear structure for your mediation meetings
  • Powerful strategies to build co-operation
  • Techniques to turn people around and move forward.

On word of mouth recommendation we have retrained delegates and organisations who have been previously trained by several of the UK's leading specialist workplace mediation providers. This is a significant achievement given the level of satisfaction with their previous training provider.

For details of our in-house mediation training rates see - here.

For anyone with responsibility for resolving issues at the earliest stage; team leaders, supervisors, line managers, reporting officers, HR advisors, HR business partners, union reps, harassment contact officers, equality & diversity advisors, complaints officers, contracts managers and customer relations managers.

If you already informally mediate, this course will give you the skills, structure and words to boost both your confidence and performance in this area.

The course is highly experiential and interactive with high levels of trainer demonstration, coaching and skills practice. The course offers insightful theory which will help you understand the psychology of conflict and help you to respond positively in conflict situations. The course offers practical skills and techniques to help people reach resolution.

Course objectives:

  1. Understand the principles of mediation
  2. Understand how mediation plugs the gap between avoidance and formal action
  3. Understand why people behave the way they do in conflict
  4. Structure a process to create a safe environment
  5. Build rapport and trust with people in conflict
  6. Engage resistant people in a constructive process
  7. Maintain an impartial role
  8. Assist people in conflict to achieve win-win outcomes
  9. Know when to mediate and when not to.

Comprehensive course materials include

  • scripts for key mediator inputs
  • question lists
  • mediation process maps and checklist.

For mediation courses on complaints resolution, homelessness, ASB neighbour & community conflict, student relationships and restorative justice see the section on - Community Relationships.


Must be made in full no later than 14 working days prior to the course start date. Grant or funded delegates may pay retrospectively.


The following charges will apply if you wish to transfer your booking to a later course date:
21+ working days before a course = 0% of the course fee
6-20 working days before a course =15% of the course fee
1-5 working days before a course = 30% of the course fee
To transfer a delegate please call us on 0800 028 3866.

Substitute delegates:

You can transfer a place on a course to a substitute delegate free of charge.


The following charges will apply if you wish to cancel a course:
6-20 working days before a course = 33%
1-5 working days before a course = 50%

Cancellations must be received in writing via email to and must contain the full booking details including organisation name, booking and delegate contact details.

For full terms and conditions please see Terms and conditions page.


  • A very useful course which all managers need to go through....
    Gezahegn Kebede, Regional Director East & Southern Africa, Plan International
  • Invaluable tool for the team....
    Group Head of Personnel & Training, Private Sector Client
  • This was an exceptional one day training and definitely a good example of value for money....
    Adama Coulibaly, Regional Director West Africa, Plan International
  • Excellent! The trainers are their own personal ´marketing tools´ of how good the methodology is through their personal behaviour and modelling....
    Remata Evora, Country Director, Bangladesh, Plan International
  • A really valuable day with lots to take forward and build on....
    Regional Personnel & Training Officer, Private Sector Client
  • Great trainer, with a great style and relaxed manner, open to question and very effective at putting material into context....
    Training & Development Advisor, Private Sector Client