Program
 

The Dynamics of Conflicts

When you ask people what is important to them, it's often similar. Everyone wants recognition, appreciation, respect, to be "well" helped, and friendly treatment. However, things often go wrong. Citizens are dissatisfied, communication breaks down, and situations escalate. In this section, you will learn to understand the nature of conflicts and human styles, enabling you as a mediator to respond effectively.

• Understanding the essence of a conflict.
• Five conflict styles and how they can help or hinder.
• Recognizing your own preferred style.
   

Five Steps from Conflict to Solution

Now that you understand how things can go wrong, the next question is: how can things go better? What allows people to truly listen to each other and find a solution that satisfies both parties? You will discover and experience the five steps in a solution-oriented process, so that you can play a conscious and active role as a mediator.

• Acknowledging the past.
• Shifting: from what isn't to what is.
• Bringing interests to the table.
• Collecting options.
• Choosing the win-win.
   

Prerequisites

The five steps of a solution-oriented process are less straightforward than they seem. This is due to certain prerequisites necessary for success, which help all parties involved move away from the conflict. 

• Separating the person from the problem.
• Working from positive intent.
• Listening without judgment.
• Consent from everyone for each step.
• Distinguishing between thinking and deciding.
   

From Two to Three: How Does It Work with a Mediator?

Sometimes people can resolve issues themselves and take deliberate or unconscious steps toward a solution. But sometimes they can't, and they need the help of a third party. In this section, you will learn how to effectively and purposefully utilize your role as a mediator at different moments.

• Beforehand: allowing space to ventilate and gaining commitment for your mandate and approach.
• During mediation: naming steps and safeguarding prerequisites.
• Conclusion: choosing a concrete solution and making agreements.
   

Leveraging Skills When Mediating

Mediation is hard work. A few leveraging skills and techniques can help you mediate more effectively, efficiently, and successfully. 

• Probing into content, emotion, and intention.
• Shifting from what isn't to what is.
• Narrating what you are doing.
• Explicitly stating moments of success and common ground.
• Recognizing and avoiding pitfalls: traps for positions and judgments.
• You also have needs: safeguarding everyone's safety.
   

What If It's About to Go Wrong?

By consciously utilizing your role as a mediator, you increase the likelihood of successful mediation. However, that doesn't automatically guarantee a positive outcome. You will learn what you can do in the most challenging situations.

• Managing emotions.
• Dealing with unrealistic demands or expectations.
• What if someone doesn't want mediation?
• Shuttle diplomacy when "together" isn't working.
• Dealing with your own sensitivities.
   

Getting Practical

During the training, you will practice with situations and examples from your own practice. This means that at the end of the training, you will go home with a wealth of concrete solutions and tools.