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Effective Negotiation and Mediation Skills for the Workplace

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Introduction

Nowadays, professionals are facing more and more challenges in their daily work, especially when they have to handle confrontational situations within their organization or with external parties. This two-day workshop will introduce the key concepts and practical techniques of negotiation and mediation that will enable participants to acquire the techniques, strategies and skills when handling such confrontational situations. Through an interactive approach, the workshop will use insightful cases, group discussion and role play to demonstrate the key principles of negotiation and mediation that professionals can apply to their daily work.


Course Objectives

On completing this seminar, participants will be familiar with the following:

  • key concepts and practical techniques of negotiation and mediation
  • acquire the techniques, strategies and skills when handling such confrontational situations
  • handle confrontational situations within their organization or with external parties

Target Participants

Professionals who want to acquire the knowledge of negotiation and mediation


Course Contents

  • Definition, concepts and features of mediation
  • Nature and analysis of workplace conflicts
  • Theories and techniques of effective negotiation
  • Techniques and soft skills for conducting mediation, in particular for complaints handling
  • Essential qualities and pre-requisites of successful mediation
  • S.O.F.T.E.N. skills in mediation
  • Active listening techniques
  • Best Alternative To Negotiated Agreement / Worst Alternative To Negotiated Agreement
  • Reality testing
  • Paraphrasing / Reframing / Reflecting
  • Options generation skills
  • Deadlock and impasse handling
  • Effective handling of emotions
  • Mediation evaluation
  • In-class exercises
  • Mediation demonstration and case studies
  • Case studies of complaints and disputes
  • Mediation scenario training, group discussion and role play

Award

Certificate of Attendance


Medium of Instruction

Cantonese supplemented with English 

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