Conflict Resolution Fundamentals

• Understanding the nature of conflicts and disputes between students
• Identifying the stages of conflict escalation and de-escalation
• Recognising your own conflict resolution style and its impact

Active Listening and Communication

• Developing active listening techniques to understand student concerns
• Communicating empathetically and validating student feelings
• Using open-ended questions to gather information and build trust

Interest-Based Negotiation

• Shifting focus from positions to underlying interests and needs
• Generating creative options that meet the core concerns of both parties
• Reaching mutually satisfactory agreements through principled negotiation

Mediation Process and Skills

• Understanding the role of a neutral third-party mediator
• Facilitating a structured mediation process with students
• Helping students engage in joint problem-solving

Ethical and Professional Considerations

• Maintaining confidentiality and neutrality as a mediator
• Recognising the limits of your role and when to refer elsewhere
• Practising self-care to manage the emotional demands of mediation

All training is bespoke and tailored to your specific context.