Managing Workplace Conflict through Mediation

2 Day Workshop

November 2017 – March 2018

Workplace Conflict is common and normal in any company. If conflict is not ad-

dressed it will lead to disruptions in the work, less efficiency and losses in personnel

and profits.

Workplace mediation is a productive approach to resolve conflicts in the work-

place. Workplace mediation is essentially a meeting between the parties who are expe-

riencing conflict, together with a mediator to lead discussions to find a resolution.

Workshop Summary

This two-day interactive course is a hands-on opportunity for human resources profes-

sionals; directors, managers, and team leaders to learn about the mediation process as

a new way to resolve conflicts. Day 1 focuses on understanding the types, causes and

effects of workplace conflict, the means of managing these conflicts successfully and

utilizing the mediation processes, the skills and processes to manage and resolve con-

flict. Day 2 expands on that by conducting role-plays and exercising the basic skills.

Participants will gain an understanding of how perspectives and relationships effect

the workplace and can be changed to ensure the interest of the employees and the en-

terprise.

“Clearly, there aren't enough positive moments or interac-

tions happening in the workplace. As a result, our economy

suffers, companies suffer, and individual relationships suf-

fer."

Tom Rath

Advantages of this Course:

Only course of its kind in Jordan.

Offered by Licensed Mediator.

Based on best international practice.

Provides skills and grains practical experience.

Offered in the Arabic or English Languages.

Participants

Directors & Managers.

Department Heads.

Team Leaders.

HR Professionals.

AGENDA

DAY (1) SATURDAY

TIME Module Title, Description & Objective

9:30– 10:00 Registration and Welcome Coffee

10:00 – 10:30 Introductions

10:30 – 11:30

Module A: Workplace Conflict

Module description: In this module, we will be able to understand what is workplace

conflict and its types. We will consider the causes of conflict and employees’ reactions and

attitudes to conflict.

Modules outcomes: To be able to understand what is workplace conflict and how con-

flicts arise in the workplace. To gain understands of the ways to avoid and deal with work-

place conflict.

11:30- 12:30

Module B: Ways Companies Deal with Conflict

Modules description: In this module, we will examine what are the formal proce-

dures companies can follow in cases of conflict: grievances and disciplinary action or dis-

missal. We will also consider individual labour disputes before the Wages Authority and

the Court of Conciliation.

Modules outcomes: To appreciate the importance of rules. To be able to know how

and when companies can apply the different measures and respond to different cases of

workplace conflict. Where the rules and procedures are found and how to apply them cor-

rectly.

12:30 – 13:00 Coffee break

13:00 – 14:00

Module C: Mediation: A tool to resolve workplace conflict

Modules description: In this module we will introduce the Mediation tool its features

and benefits. The role of the mediator. Cases when mediation is appropriate and its chal-

lenges. Overview of the JBW facilitative mediation process, its objectives and principles.

Modules outcomes: To be able to understand the benefits of mediation to know when

and how mediation can be utilized.

14:00 – 15:00 Lunch

15:00 – 17:00

Module D: Informal Mediation: Process and Practice

Modules description: In this module, we will review the stages of facilitative media-

tion and the techniques and skills needed to conduct mediation, supported by practical ex-

ercises & role plays.

Module outcomes: To understand stages of mediation and its rules. To demonstrate

knowledge of the skills and behaviors needed to conduct an informal mediation. To know

when to use basic mediation and the situation when you can call of a trained mediator.

DAY (2) SUNDAY

3:00 – 4:00 Registration and Light Lunch

4:00 – 6:30

Practice & Role play

Workshop participants will be given case studies on workplace conflicts to deepen under-

standing and practice skills. Supported by role plays to model the role of a moderator and/

or persons in conflict and practice how process is applied to reach sustainable solutions.

6:30 – 7:00 Conclusions, Evaluation & Certificate Distribution

JORDAN BETTER WORKPLACE ASSOCIATION is a Jordanian NGO established in 2013, with

the aim of enhancing democratic values in the workplace. JBWA is comprised of professionals that

are driven by the desire to be positive agents for change in these challenging times. Working on a

volunteer basis; members draw on their skills and expertise to achieve the NGO’ s goals, supported

by external international advisors.

To these ends, JBWA works to provide a complete cycle of inclusive and complementary legal, hu-

man resources development and research activities. These are:

Legal Solutions: Offering mediation services in the workplace

supported by legal tools to provide standard legal documents and in-

formation notes.

Training Solutions: Training and capacity building activities and

educational toolkits.

Policy & Advocacy : Conducting research, studies and drafting

policy papers, awareness building campaigns and advocacy with