Introduction

Welcome to your online Mediation Skills training course. For over 20 years our trainers at Total Success Training have taught thousands of our delegates to become more effective by teaching them practical tips and techniques that can be used immediately.  

We’ve designed all of our courses to be both practical and easy to follow and have included topics that we feel will help you to learn quickly and easily. 

To get the best out of this on-line training course please complete all of the topics but go through each one at the pace you feel comfortable with. You may decide to do it in one go or in stages. It’s all up to you. We have included lots of exercises and quizzes to get you thinking, planning and using the course information in the most practical way.  

By the end of this course you will feel both competent and confident in your mediation. It will allow you to: 

• gain a full understanding of mediation and other forms of conflict resolution 

• understand why does conflict happen 

• use mediation to resolve workplace conflict 

• prepare effectively for a mediation 

• learn opening the mediation  

• use mediation skills and strategies for mediating conflict 

• deal with conflict in the mediation itself 

• handle stalemate situations 

• understand when and how to conclude a mediation meeting 

• practice finishing and follow up effectively 

Chapter 1 - What Is Mediation?

Mediation is a process under which the parties submit their dispute to an impartial person, a mediator, who assists them in reaching a mutually acceptable settlement.  

In this chapter you will learn different definitions and typical examples of mediation. Let’s examine these in more detail.  

Chapter 2 - Why Does Conflict Happen?

In this chapter you will learn different situations and scenarios that lead to conflicts.  

Chapter 3 - When Can You Use Mediation?

In this chapter you will learn when to start mediation.