back

Mediation For Middle Managers
Managing and Resolving Conflicts and Disputes

Mediation is a process that is increasing in popularity as an alternative arena for resolving claims by one party against another. Most of us think of mediation as a structured process entered into by two conflicting parties. The skills of mediation, however, are applicable “on the fly,” when two or more parties differ in opinion, perspective and approach.

Mediation for Middle Managers will help those who supervise to understand the structure and nature of interpersonal and organizational conflict, and will help them to develop the skills necessary to facilitate effective, interest-based conflict management in the course of doing business.

Course Elements:

I. Conflict: A personal understanding
Participatory exercises to explore personal experiences with and orientation to conflict, and the manner in which those personal responses to conflict affect management effectiveness

II. Conflict Theories
Defining the types and nature of organizational conflict that are most common in organizations, participants will be oriented to conflict as a resource for effective management.

III. Conflict Resolution -- Interest Based v. Adversarial
Case studies will be used to contrast and compare the use of adversarial conflict resolution techniques with interest based techniques. Participants will determine when each method might be most appropriate.

IV. Skill Practice: Creating a Climate for Productive Conflict
Participants will practice facilitating a conflict between subordinates, as well as a multiparty conflict. This will include use of questioning techniques, reframing, facilitation and closure.

V. Protocol/ Action Plan
Each participant will develop an action plan for managing a dispute that is current in their work environment, and will present that plan to the group and instructor for input, consultation and critique.