This practical one-day course is designed to help delegates to understand the principles of mediation and negotiation, the differences between being a mediator and a negotiator and the benefits of a mediation approach in the workplace. Disputes happen, people often aren’t good at negotiation, or are so determined to get their own way, at the expense of others. Most of the time people sort things out by talking, active listening, compromising and collaborating. But, when that doesn’t work, we get stuck in a dispute, which can, often quickly turn disruptive, not only to those involved, but the wider team. Any unhealthy conflict is stressful, costly and distracting.

This course is aimed at anyone who wants to become a more effective negotiator, or who has the responsibility for mediating between two parties in dispute, as well as at those organisations who want a valuable resource of trained staff who can be offered as mediators, saving on the cost of employing outside agencies. It will provide an opportunity to practice key skills of effective mediation and negotiation, in a safe and engaging environment. Delegates will develop confidence in managing everyday workplace conflicts and be able to reduce grievances and disputes.

Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about mediation and negotiation.


By the end of the course delegates should be able to demonstrate the necessary mediation skills which can be used in a variety of conflicts ensuring the quickest and most effective path to resolution. Through group work, case study, debate, presentation and individual learning, the following topics will be covered:

  • Recognising the key qualities, traits and characteristics of good mediators and negotiators. 
  • How mediation differs from negotiation.
  • Mediation & Negotiation - key principles and philosophies.
  • Why parties find themselves in conflict and how they react and cope with it and how negotiation and mediation helps.
  • Assisting parties to recognise the key stages in conflict escalation.
  • Setting up and running a mediation and negotiation session - the process.
  • Understanding the importance of positive communication 
  • Appreciate the subtle difference between being inflammatory "These are my red lines!" as opposed to conciliatory "I do have some deal-breakers!"
  • The importance of impartiality in mediation, especially when parties want the mediator to take sides.
  • Developing Active listening techniques: how to separate facts from feelings, perceptions and needs.
  • Recognising and appreciating the role that personality plays in the way people do what they do, and how the games that they play.
  • How to motivate parties to move towards agreement.
  • Dealing with prejudice and discrimination in the process.
  • How best to encourage all parties to reach agreement, dealing with deadlock and failure.


Sandy Keating leads this workshop. In the past she's helped Universities, the essential services sector, LAs, NHS Trusts, Associations, Trade Unions and others, reach agreement. In  the future she could help you.


To find out what other people think about this workshop click here to read their comments.


This workshop is available for in-house delivery which is cost effective if you've got more than a few people who need training with the added advantage that course content can be tailored to your specific organisational needs. Contact the trainer to discuss your requirements.


Dealing with difficult people

Leadership and management skills

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Book on one of our public courses

Date Venue Price  
22/05/2019 London From £119/person
06/06/2019 Manchester From £99/person
07/11/2019 London From £99/person
Duration/Times: 10.30-4 / 10:30 to 16:00

Ask about in-house options

If you have more than a few staff to train, want to tailor the content to your exact organisational needs, prefer the privacy of one-to-one training, or simply want the flexibility of choosing a date and venue that suits you, then this is a great and, in most cases, cost-effective alternative to our public sessions.

Price From £1199 per day (or per hour)*

* Please note the rate depends on workshop type and duration. You may pay even less than the price shown for shorter sessions.

Book an in-house workshop

If you're ready to order an in-house workshop and you want to use our secure, online booking system then click on the order in-house button below. You'll get a chance to let us know your preferred date at the next step.

Price From £1199 per day (or per hour)*

What our clients say:

"An excellent course that was very well presented by a trainer who was clearly experienced in his field and put his message across in a relaxed and good humoured manner. Thank you."
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