Mediation Skills



Mediation Skills

- Driving to Success in Business Negotiation and Conflict Resolution

Disputes and conflicts are commonly seen in today's business environments. Mediation is a way of resolving disputes between two or more parties with concrete effects. This workshop aims at equipping participants the principals and key techniques of mediation and its applicability in effectively resolving conflicts and disputes in a business context.


Objectives of Mediation Skills:

  • Understand contemporary concepts and principles of mediation in businesses

  • Identify the advantages of using mediation in conflict management

  • Understand different kinds of Mediation Model and its application

  • Be able to apply mediation skills to handle conflicts and complaints

  • Build competence to use different communication skills and negotiation skills to settle the issue amicably

  • Understand how to reach a win-win situation and continue to maintain good relationship with different parties in a conflict


Sample Outline of Mediation Skills:

  1. What is ADR (Alternate Dispute Resolution) and Mediation?

    • Causes and costs of conflicts and disputes

    • Managing complaint through conventional ways and ADR approach

    • Definition of Mediation

    • The advantage of Mediation compared with negotiation/arbitration/litigation

    • Different types of Mediation Model

  2. The Mediation Process

    • Attitude of a mediator

    • Different between want/need/hidden agenda

    • How to prepare for a mediation meeting

    • The flow and stages of a mediation meeting

    • Introducing problem defining stage

    • The use of Summarizing Table to facilitate the mediation meeting

    • Introducing problem solving stage

  3. Effective Mediation Skills in Business Applications

    • Basic rules for communication

    • Paraphasing skill

    • Perception check

    • Summarizing skill

    • Questioning skills

    • Different questioning types (purpose and function)

    • Active Listening (different between hear and listen) skill

    • Facilitative skills

    • Acceptance skills

    • Reflection skills

    • Reassurance skills

    • Mirroring skills

    • How to read and apply body language in mediation and complaint handling

    • Positive body language Vs Negative body language


Remarks: Program objectives and outlines are for reference only; programs would be tailor-made with clients' specific requirements.