Mediation and negotiation techniques

This practical one-day course is designed to help delegates to understand the principles of mediation and negotiation, the differences between being a mediator and a negotiator and the benefits of a mediation approach in the workplace. Disputes happen, people often aren’t good at negotiation, or are so determined to get their own way, at the expense of others. Most of the time people sort things out by talking, active listening, compromising and collaborating. But, when that doesn’t work, we get stuck in a dispute, which can, often quickly turn disruptive, not only to those involved, but the wider team. Any unhealthy conflict is stressful, costly and distracting.

This course is aimed at anyone who wants to become a more effective negotiator, or who has the responsibility for mediating between two parties in dispute, as well as at those organisations who want a valuable resource of trained staff who can be offered as mediators, saving on the cost of employing outside agencies. It will provide an opportunity to practice key skills of effective mediation and negotiation, in a safe and engaging environment. Delegates will develop confidence in managing everyday workplace conflicts and be able to reduce grievances and disputes.


By the end of the course delegates should be able to demonstrate the necessary mediation skills which can be used in a variety of conflicts ensuring the quickest and most effective path to resolution. Through group work, case study, debate, presentation and individual learning, the following topics will be covered:

  • Recognising the key qualities, traits and characteristics of good mediators and negotiators. 
  • How mediation differs from negotiation.
  • Mediation & Negotiation – key principles and philosophies.
  • Why parties find themselves in conflict and how they react and cope with it and how negotiation and mediation helps.
  • Assisting parties to recognise the key stages in conflict escalation.
  • Setting up and running a mediation and negotiation session – the process.
  • Understanding the importance of positive communication 
  • Appreciate the subtle difference between being inflammatory “These are my red lines!” as opposed to conciliatory “I do have some deal-breakers!”
  • The importance of impartiality in mediation, especially when parties want the mediator to take sides.
  • Developing Active listening techniques: how to separate facts from feelings, perceptions and needs.
  • Recognising and appreciating the role that personality plays in the way people do what they do, and how the games that they play.
  • How to motivate parties to move towards agreement.
  • Dealing with prejudice and discrimination in the process.
  • How best to encourage all parties to reach agreement, dealing with deadlock and failure.