Introduction

Workplace conflict is inevitable—but handled well, it can strengthen trust, improve performance, and protect relationships. This practical program equips Employee Relations professionals with core conflict resolution and mediation skills to de-escalate tensions, facilitate productive conversations, and reach fair, workable agreements.

Course Objectives

• Understand conflict drivers and how conflicts escalate
• Apply structured resolution methods to workplace disputes
• Use mediation skills: neutrality, listening, reframing, and option building
• Handle difficult conversations confidently and respectfully
• Document outcomes and follow-up actions appropriately

Target Audience

• Employee Relations specialists and HR professionals
• People managers handling team conflicts
• HR business partners and case managers
• OD and internal communications staff supporting change
• Anyone facilitating workplace discussions

Course Outline

Day 1: Conflict Foundations

• Types of workplace conflict
• Common causes and triggers
• Conflict escalation stages
• Roles and boundaries in ER
• Activity: Conflict style self-check

Day 2: Communication for De-escalation

• Active listening skills
• Empathy and validation techniques
• Asking effective questions
• Setting boundaries and ground rules
• Workshop: De-escalation role plays

Day 3: Mediation Process Basics

• Mediation principles and neutrality
• Stages of a mediation session
• Reframing and summarizing
• Managing emotions in sessions
• Activity: Practice mediation openings

Day 4: Problem Solving and Agreement Building

• Interest-based negotiation basics
• Generating options and trade-offs
• Testing feasibility and commitments
• Handling impasse situations
• Case study: Mediation simulation

Day 5: Outcomes, Documentation and Follow-up

• Writing clear agreements
• Confidentiality and record keeping
• Follow-up planning and check-ins
• Preventing repeat conflict
• Final project: Mediation plan template