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Module A:
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Unit 1 - Conflict and anger
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Understand the sources and nature of conflict
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Consider different conflict-handling styles
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Learn to understand and deal with anger
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Unit 2 - Listening skills
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Understand the ideal listening process
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Deal with prejudices which may damage your ability to listen
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Beware of traps for listeners
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Module B:
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Unit 3 - Negotiation
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Understand the nature of establishment-community conflicts
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See how these groups approach conflict situations
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Understand the ‘joint problem solving’ approach
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Learn good negotiating practice
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Consider strategies for rescuing difficult situations
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Unit 4 - Mediation
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Understand the meaning and nature of mediation
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Know when mediation is useful
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Understand the phases of the mediation process
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Deal with problems that can arise during this process
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Know what qualities you need to develop to be an effective mediator
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Module C:
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Unit 5 - Crisis mediation
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Understand the problem of re-entry
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Look at causes of power imbalances in negotiation
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Learn to deal with these power imbalances
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Understand the importance of establishing a good working
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Deal with the need for mediation in crisis situations
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Unit 6 - Practical Conflict Management Techniques
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Practical exercises for developing conflict management skills including:
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Anger management
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Listening Skills
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Negotiation
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Joint Problem Solving
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Role Plays
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Adopting good practice
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Things to avoid
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