Workplace Conflicts, Mediation Skills, and Legal Case Studies

Workplace conflicts occur from time to time, and it is therefore essential to acquire necessary practical skills and professional strategies so as to resolve them effectively. As such, this seminar aims to introduce the causes and different types of conflicts at the workplace; the core skills of conflict management as well as mediation techniques. Course Description: 1. Elements of Workplace Conflict: "Position" vs. "Interest" 2. Five common responses of Workplace Conflict: "Avoidance", "Concession", "Competition", "Co-operation" and "Compromise" 3. Skills for handling Workplace Conflicts (I), including: • Factors that hinder negotiations • Facilitative negotiations • Negotiation types – "competitive negotiations" and "transactional negotiations"; their characteristics and risks • Negotiation methods – "interest-based" vs. "positional bargaining"; their principles and characteristics 4. Skills for handling Workplace Conflicts (II), including: • The characteristics, advantages, and application of workplace mediation • Types of disputes that are suitable / not suitable for workplace mediation • Mediation models: reconciliation model / facilitative model / assessment model 5. 15 kinds of Mediation Skills: • S.O.F.T.E.N. skills • Effective listening, • Paraphrasing • Reframing • Caucus • Control of emotion • Questioning skills • Negotiation skills • Best alternative to the negotiation agreement (BATNA) • Worst alternative to the negotiation agreement (WATNA) • Reality test • Handling of silence • Deadlock treatment • Skills for overcoming the final gaps and disagreement • Identification of different types of complainants 6. New Enactment of the Apology Ordinance 7. Crisis management at the Workplace 8. Legal cases analysis Speaker: Albert So Enquiries Tel: 2823 1239 Email: kelly@chamber.org.hk