Information for listeners of National Public Radio (NPR)'s Talk of the Nation program on "Apology" March 8, 2007, on the role of apology in the Conciliatory Cycle — click here

How to Resolve Conflict with Others: The Self-as-Mediator Seminar^TM
consists of Modules 1 and 2, and is designed for all employees, regardless of supervisory responsibilities.

How to Mediate Employee Conflict: The Manager-as-Mediator Seminar^TM
consists of Modules 1 and 3 (Module 2 is recommended but optional), and is designed for supervisors, managers, team leaders, and human resource professionals.

In-house delivery of Modules 2 and 3 is customized to achieve maximum skill-development

• Photo of participant materials
  
  
• Photo of instructor's materials, which are included in the train-the-trainer option
  
  
• Sample pages from the Participant Workbook:
      Page 10: Options to Using Managerial Mediation
      Page 28: The Primary Tasks of the Manager-as-Mediator
      Page 42: What If It Fails?
  The three modular workbooks contain a total of 126 pages of practical information about how to prevent and resolve workplace conflicts, designed for customized personal application on the job.
  
  
• Opening segment of the video (the full video consists of eleven segments shown throughout the three modules to demonstrate workplace mediation techniques)
  
  
• Menu of Services for quick answers to your main questions regarding in-house options for the prevention and resolution of costly workplace conflict.

Module 1: Necessary Knowledge
Establishing the Core Competencies

Necessary Knowledge is a prerequisite to Module 2: Successful Conflict Conversations and to Module 3: Third-Party Resolutions.

Goals:

1. To learn to think strategically about conflict, rather than react blindly to it.
2. To create a mental map for using the communication tools you will learn in Modules 2 and/or 3.

Key elements:

1. The Big Picture
   ~ The three conflict management systems
   ~ The universal structure of conflict
   ~ Professional and self-help mediation
2. Beyond Common Sense: The Nature of Conflict
   ~ Discovering our Wrong Reflexes
   ~ The Retaliatory Cycle
   ~ Video: Seeing the cycle, defining conflict, recognizing its costs
   ~ Levels of conflict
3. Why Mediation Works: The Magic within the Method
   ~ The Conciliatory Cycle
   ~ The Conflict Mountain
   ~ The Forces toward Harmony
   ~ A Paradigm Shift
4. Preparing to Take Action

Module 2: Successful Conflict Conversations
Self Mediation: How to Resolve Conflict with Others

Learn a practical communication tool (Self Mediation) for conducting Successful Conflict Conversations — a core workplace competency based on the insights you gained in Necessary Knowledge. Empowered with this technique, you will be able to take effective action to resolve most conflicts between yourself and others.

Goals:

1. To learn when to use Self Mediation
2. To learn how to use Self Mediation
3. To learn when not to use Self Mediation

Key elements:

1. What, When, and Why
   ~ What is Self Mediation
   ~ When to use Self Mediation
   ~ Deciding to use Self Mediation
   ~ Preparing the issue statement
2. How to Perform Self Mediation
   ~ Step 1: Find a time to talk
         Video observation, skill practice
   ~ Step 2: Plan the context
   ~ Step 3: Talk it out
         Video observation, skill practice
   ~ Step 4: Make a deal
         Video observation, skill practice
3. Your Personal Action Plan

Module 3: Third-Party Resolutions
Managerial Mediation: How to Mediate Conflicts between Others

Learn a powerful communication tool (Managerial Mediation) to help others resolve their conflicts — a core competency for every supervisor, manager, team leader, and human resource specialist.

Goals:

1. To learn when to use Managerial Mediation
2. To learn how to use Managerial Mediation
3. To learn when not to use Managerial Mediation

Key elements:

1. What, When, and Why
   ~ What is Managerial Mediation
   ~ When to use Managerial Mediation
2. How to Perform Managerial Mediation
   ~ Step 1: Decide to mediate
   ~ Step 2: Hold preliminary meetings
         Video observation
   ~ Step 3: Plan the context
   ~ Step 4: Hold three-way meeting
         Video observation, skill practice
   ~ Step 5: Follow-up
         Video observation, skill practice
3. The Key
4. Preventive Mediation
   ~ Stop conflict before it starts
5. Your Personal Action Plan