" General course of mediation "
The course is intended for the internal mediation service of companies, executives and employees of companies whose activities are related to the resolution, prevention and forecasting of disputes, conflicts and disagreements (managers, administrators, HR personnel, customer services, etc.), physical persons wishing to mediate in the settlement of disputes and conflicts.
This course has been developed in accordance with the Law of the Republic of Kazakhstan “ On Mediation ” and the Rules for training under the training program for mediators, approved by Government Decree No. 770 of July 3, 2011.
Course duration - 50 academic hours or 5 days.
Classes are held daily from 09:00 to 18:00 with coffee breaks (at 11:15 and 16:15) and lunch from 13:00 to 14:00.
Workshop format:
1) supply of theoretical material - 30% of the training time;
2) practical work individually and in groups using brain-storming, case-study, business and role-playing games, etc. - 60% of the training time;
3) demonstration of video and audio materials for the development and consolidation of individual skills, showing individual practical cases - 10% of the training time.
4) assessment of the skills acquired by the students in the negotiation process and passing the final exam through written and oral testing and mediation.
Before starting the course, students must submit the following documents:
- The original and a copy of the identity card;
-original and a copy of a diploma of higher education;
- certificates of good conduct, from drug and psychiatric clinics about the absence of registration at the place of residence.
At the end of the course, in the case of a positive exam, students receive the profession of a mediator, a certificate and a mediator's certificate, a methodological manual with a brief outline of the course, sample documents and legal acts on mediation, post-training counseling. It is also proposed setting to the registry of mediators and free annual membership in the Mediation Center of the NGO " International Human Rights Center " for the implementation of practical activities of the mediator.
Course topics.
1 day. The basics of conflict management, conflict resolution methods, management styles. Mediation.
The concept, essence and structure of conflict. Types and functions of conflict.
Conflictogen. Stages of conflict development.
Escalation. Post-conflict condition.
Conflict management styles.
Analysis of the causes of conflicts, the transition from needs and positions to interests.
Ways to resolve conflicts
The concept and principles of mediation. Institute of biys and mediation, history and modernity. Foreign experience of mediation. Legislation on mediation.
The mediator and his role in resolving the conflict. Rules for training mediators.
2 day. The mediation procedure and the rules for its implementation.
The negotiation process in mediation. Perception and communication in mediation.
The mediation procedure and its stages. Presentation of mediation and invitation to it.
Rules for conciliation procedures. The procedure for holding individual meetings (focus).
The basics of negotiating in a conflict. Preparation for them: problem-analysis-strategy-tactics. Stages of negotiations.
Rules, strategies and tactics of the negotiation process. " Cartesian coordinates ."
Harvard negotiation method, national styles.
Features of collective bargaining.
Information and perception in mediation. Communicative skills of a mediator.
3 day. Plectrum tools.
Work with interests and objections of the parties. Zone of disagreement, search for common ground. Determination of interests, principles and position of the parties to the conflict.
Questioning, active listening. Rapport, anchoring, mirroring.
Rereframing context, content. Reality test.
Facilitation. " Brainstorming " and " systems thinking ."
4 day. Plectrum tools.
Non-verbal communications, sign language and movements.
Emotional intelligence. Theory of M. Rosenberg.
Representative systems according to the method of F. Pucelik.
Methods and technologies of persuasion, argumentation. Work with manipulations.
Calibration Meta-models of F. Pucelik. Access keys Signs of a lie, signals of appreciation and deception. Profiling.
5 day. Participation of third parties in mediation. Documents of mediators. Mediator Code of Ethics.
Issues of the participation of third parties in the mediation process. Documentation of a mediator, the procedure for its compilation. Development of a mediation agreement, the procedure for developing recommendations to the parties to the conflict.
Ethical standards in mediation. Mediator Code of Ethics. Registration and taxation issues of mediators.
Features of mediation before the trial, out of court and during the trial. Features of mediation in criminal, civil litigation, family mediation.
Final exam: written and oral testing, mediation.
Summing up the course: delivery of certificates and certificates.