All companies face conflicts, yet some companies handle them better than others. Conflicts emerge from different causes and manifest in various guises. They usually occur when endeavours are perceived to be incompatible, or when change will produce losers for the benefit of separate winners. Conflict may grow under the pressure of imminent decision-making at times of uncertainty.

Most companies have systems to deal with conflicts. This function is often fulfilled by the representatives of personnel or of trade unions. Also within the Human Resource area, one or several people will be the listening ear for personal, internal conflict situations. Large organizations have their own Ombudsman, handling both internal and external cases.

The skills necessary for these individuals to effectively help others are those of mediation. A mediator is a person who understands the inner workings of conflicts in general, and the perceptions and interests of the conflicting partners in particular situations. The mediator displays third-party and impartial perception, applies exploratory techniques and uses communication and psychological tools – so that the parties may find their own solutions. This seminar teaches such skills.

Contents cover:

  • Anatomy of conflicts: causes, components and mechanisms
  • Divergent perceptions of reality and distortions of facts
  • Types and phases of conflicts
  • Task vs. people focus
  • Chains of cause, effect and impact: logical and systemic approaches
  • Escalation and de-escalation curve
  • Roles of the mediator
  • Competences of the mediator
  • Roadmaps to solutions
  • Negotiations, compromise and transformation
  • Agreements, evaluation of conflict resolution and report.

EuroBogen also helps HR departments set up Ombudsman Services within organizations.