UK Mediation Prospectus

training prospectus

a better optionResolving conflict can be difficult and frustrating. Whether you have to deal with workplace disputes, conflict within families, disagreements between neighbours, complaints about your services, or financial & commercial cases, you may have found yourself thinking from time to time that there has to be a better option.

Some time ago, we started to see the great potential in using mediation to address all of these different types of conflict: finding ways to get people talking and to put their heads together to come up with new solutions, rather than just knocking their heads together until someone gives in. Once we could see just how highly effective mediation could be, then we started to train people in how to do it for themselves.

There now exists employment legislation that encourages greater use of mediation for workplace disputes, government initiatives to keep families together by using mediation, government guidelines for mediating complaints in health & social care, and a major legislative push to keep financial & commercial disputes out of the courts by resolving them through mediation.

As the use of mediation continues to grow, our company’s mediation specialists are proud to have developed an impressive portfolio of training courses for all of these areas of mediation: ways for our experts to pass on our expertise and to allow you to reap the benefits that mediation has to offer.

Whether you need a free awareness-raising session, a short skills course, or to gain an accredited qualification and to establish a professional career in the field, we are sure that you will find a course in our prospectus to meet your own or your organisation’s needs. If you have a training need that is not addressed here, however, please let us know and we will see if we can develop something with you.

Mike TalbotFounder and Managing Director, UK Mediation Ltd.

“Peace is not the absence of conflict but the presence of creative alternatives for responding to conflict.”

Dorothy Thompson

In recent years mediation has become a widely used means of resolving interpersonal, family,

neighbourhood, commercial, and workplace disputes. Mediation is a powerful tool, and when

properly and professionally applied it can bring profound results.

Mediation can commonly be confused with other forms of dispute resolution, however, and

without proper awareness, it can also be applied in situations where other approaches may

have been more appropriate.

For those who are less familiar with mediation and what it can offer, we have a number of

FREE events that we would invite you to attend. These awareness-raising events are designed

to be easily accessible, interactive and informative, and are pitched at a level that requires no

prior knowledge of mediation.

Our awareness-raising events include:

• Mediation Taster: FREE breakfast and lunchtime events and webinars

• A FREE speaker to address your meetings, conferences & events

what mediation is and what it can offer you

3

ContentsWhat mediation is and what it can offer you Open and in-house Courses __________________________________________ 4 Meet The Trainers ___________________________________________________ 5 Mediation Taster Session: FREE breakfast & lunchtime events ______________ 6A Speaker to Address your Events _____________________________________ 8The Mediation in Action DVD __________________________________________ 9

Taking it further One day training programme: Understanding Mediation __________________ 12One day training programme: Conflict Resolution Skills __________________ 14Two day training programme: Mediation Skills __________________________ 16

Qualifying as a mediator – nationally accredited programmesInterpersonal Mediation Practitioner’s CertificateMediate workplace, neighbourhood, and other interpersonal disputes __________________ 20Commercial Mediation Practitioner’s CertificateMediate financial, contractual, and business disputes _____________________________ 22Accredited Training in Mediating Family RelationshipsMediate to resolve conflict between family members ______________________________ 24Accredited Training in Mediation for Complaints HandlingMediate to resolve complaints more effectively __________________________________ 26

Converting your qualificationAccredited Commercial Mediation Conversion___________________________ 30Accredited Interpersonal Mediation Conversion _________________________ 32

Professional development for qualified mediatorsProfessional Practice in Mediation ____________________________________ 36Case Supervision for Practising Mediators _____________________________ 38Continuing Professional Development (CPD) Events ______________________ 40Refresher Days ____________________________________________________ 42The UK Register of Mediators ________________________________________ 44Contact us ________________________________________________________ 46Glossary _________________________________________________________ 47

A team of experts When you invest in a training course, you want to know that your trainers are experts in the field, that they are highly skilled in passing on their expertise, and that they are able to structure and deliver training programmes in the most effective, engaging and innovative ways.

From the company’s beginnings in 1999, we decided that, as a minimum, our trainers should meet two basic criteria:

• To be practising as mediators, with an active caseload and with experience in the specific area of mediation in which they train

• To be qualified in adult education, holding a minimum of CTLLLS, PGCE, CertEd. or equivalent.

We have held true to these principles and can guarantee an assurance to you that not only do our trainers know their subject inside-out, but they also understand the principles of learning & professional development, and know exactly how to help others to develop their skills and knowledge in mediation.

Meet the TrainersThe professionals who pass on their expertise to you

A breadth of expertise for a variety of learnersOur training programmes are taken up by a variety of individuals and organisations, and we recognise that the diversity amongst our training team needs to reflect the same diversity in our target audience. The members of our core training team are therefore drawn from a diverse range of backgrounds. Their expertise includes:

• Human resources • Health care & NHS training• Further and higher education• Psychotherapy & mental health• Homelessness, neighbourhood &

community work • Personal development & family work• Equality & Diversity

We also have a small panel of affiliate trainers, whom we can rely on to offer further expertise in addition to the above areas. This means that, in addition to our main training programmes, we can offer one-off or specialist courses, which have previously included such programmes

as; employment law, telephone mediation, investigation skills and mediation for construction disputes, to name but a few.

Don’t just take our word for it: we have also gained well-deserved external recognition for the excellence of our training, by earning our status as an accrediting centre for AIM Awards, and by becoming recognised providers of continuing professional development for both The Solicitors Regulation Authority and The Bar Standards Board.

If you would like to speak to one of our trainers in person, why not call or come and meet them at one of our FREE Mediation Taster events. We look forward to seeing you there.

532

Giving you a choiceTraining providers like us seem to have a habit of arranging courses either at the wrong time of year, or at the other end of the country! Finding the time to attend a course, as well as funding your travel and overnight accommodation, can often be a barrier to undertaking the professional training that you really need.

We have established a regular annual circuit of high-quality venues in major towns and cities around the UK where we run our open training courses. With strictly limited numbers ensuring a high tutor-to-learner ratio, these events have become extremely popular, and if you are planning ahead, you will notice that we will usually deliver a course in the same town or city at around the same time each year. However, if our dates and locations do not suit your own commitments, we can offer to bring the training to you. The option for an in-house course means that we will deliver any of our training programmes at your regular workplace or at another local venue of your choice, on dates that suit you.

Saving you time and moneyYou want to know that you are getting good value for money when you buy training, and that your course does not take up an inordinate amount of your group’s time. An in-house course achieves both of these objectives.

We can pass on the savings that we make by not having to market the course, book a venue or arrange catering, meaning that the training fee per learner on an in-house course can work out at less than half of that for attending a public course. Furthermore, as our trainer travels to you, there is only one person’s travel and accommodation to pay for, rather than your whole group’s, and your learners themselves do not have the expense or inconvenience of having to travel any further than their normal place of work. We just ask that you provide a suitable location for the course and look after all of the essential arrangements. We will provide the rest.

Open and In-house CoursesBringing our training programmes to you

Complete flexibilityDepending on which course you choose, your group might be involved in the training for most of a working week. This can be difficult if their normal working hours become disrupted, or if the organisation then has to arrange staff cover or effectively close down a department for the week. To ensure that this does not become a problem, we can offer to hold our accredited courses over either four or five days, with shorter days on the longer course, at no extra cost. We can also offer to split the course into two blocks: either into 2 + 2 days or 2 + 3 days. Provided the requisite number of hours is completed in total, we can offer total flexibility in how we deliver the programme to you.

Flexibility is also possible in relation to the programme content. Our courses are taken up by a very diverse range of groups and organisations, and we pride ourselves on being able to adapt programmes to particular areas of application. We select a trainer from our team who has experience in working within your area of interest, basing the course around case examples and dispute scenarios that will have relevance to your own learners. We want you to get maximum benefit from training with us and we will work with you to ensure that this happens.

What next?• You are welcome to call us to discuss

how we could provide your group or organisation with a tailored in-house course. You may find it helpful to speak directly to one of our team of trainers, who can help you to decide if this is the best option for you

• If you would like to meet someone face-to-face, you might like to attend one of our FREE Mediation Taster events. Alternatively, we would be pleased to send someone to visit you, completely without obligation or commitment, to have a more comprehensive discussion about how we might work together

4

in-house to your organisation, we can customise the programme to your specific sector and also provide input on organisational issues such as how to fit mediation in with your existing policies & procedures, how to work within the ACAS code of practice, and how to make the most of an in-house mediation service.

What next?• Visit our website or call us to find out when the

next event is running in your area

• Contact us to book a place, to arrange for your own in-house Mediation Taster session, or to talk to one of our advisors

in-house & public

Facts & figures• Cost per place: Free

• Numbers on each presentation: 6-16

• Duration: 90 mins

• Running times: breakfast or lunchtime

• CPD points:

- Solicitors Regulation Authority - 1 CPD hour

- Bar Standards Board - 1 CPD hour

“Good to get such a clear and expert overview before making a financial commitment.”

PN, NHS Trust

7

Mediation Taster SessionFREE breakfast & lunchtime events

ContentThe backbone of a Mediation Taster session is a presentation that provides an explanation of what mediation is, how it is practised, and why it is currently increasing in popularity. Each of our FREE events:

• Lasts for around 1½ hours

• Begins with a presentation by a practising mediator

• Offers the opportunity for a thorough question & answer session

• Gives details on how to train or qualify as a mediator

• Includes a discussion of human resources and legislative issues relating to mediation

Who are the events for?Our Mediation Taster events are designed for people who are beginning to find out about mediation: people from all levels within organisations who want to learn more about the subject, along with individuals who are interested in either using or training in mediation.

Previous attendees have included:• Business owners

• Housing landlords

• Solicitors & barristers

• People looking for a change of career

• Human resources professionals

• People currently involved in disputes

• Counsellors & psychotherapists

• Occupational health & welfare professionals

Course deliveryA Mediation Taster session is delivered at numerous venues throughout the UK, and is occasionally delivered as a webinar. Numbers are limited at these popular, free events, in order to ensure a high quality of interaction in the question & answer session and during the open discussion.

As an alternative to attending a public event, we can offer to send one of our practising mediators to your organisation to deliver a Mediation Taster session as an in-house programme. We just need a suitable venue and a minimum of six people. When delivered

What you will learn:• What mediation is and how it works

• How mediation differs from other ways of resolving disputes

• Different types of mediation

• Why you might need to mediate

• When mediation is likely to be effective

• Why training is important and what can be undertaken

• Using external vs. in-house mediators

• How current legislation encourages mediation

OutlineUK Mediation offers FREE introductory lunchtime and breakfast events, which provide you with an opportunity to discover more about what mediation is and how it is currently used for resolving a wide range of disputes.

6

The Mediation in Action DVDThe ideal training resource for mediation awareness

ContentThe story in the DVD is based on a conflict within a UK local authority. It shows two work colleagues experiencing a catastrophic breakdown in their working relationship, which leads to a heated exchange between the two. Jackie is their manager and she is the first to hear of the colleagues’ dispute. Using some key dispute resolution skills, Jackie does all she can to defuse the situation, but realises she cannot deal with it herself and encourages the colleagues to use the company’s trained mediators.

The DVD is menu-driven and divided into logical sections that illustrate each point in the process from the ‘spark’ of the conflict, followed by the manager’s input and then through each stage of the workplace mediation.

Who is the DVD for?Mediation in Action is supplied with a license for use as an in-

house training resource. It has been designed to help when running awareness-raising or short training events within your organisation. The notes supplied with the DVD provide an accompaniment to each point in the sequence of events and also draw attention to key features of every stage along the way to resolving the dramatised dispute.

What next? • If you would like to see more of Mediation in Action,

you can view some clips from the DVD by visiting our website

• Mediation in Action is used as a training resource on several of our open and in-house training courses

• Organisations undertaking the Interpersonal Mediation Practitioner’s Certificate in-house will receive a FREE copy of the DVD with accompanying notes

What you will learn:• How a workplace dispute can start and quickly

escalate

• How a manager can respond quickly, informally and effectively to defuse a hostile situation

• When referral to a workplace mediator may be appropriate

• The step-by-step process of a workplace mediation

• How confidentiality works in mediation

• Some key mediation skills being used in practice

• How mediation is concluded

OutlineThe Mediation in Action DVD is an easy-to-use resource showing a dramatisation of a typical workplace dispute and illustrates how it could be managed using workplace mediation. It is accompanied by a set of step-by-step guidance notes and discussion points for those using it as an awareness-raising and training tool.

Mediation in Action can be used for:

• Raising awareness of the greater use of mediation, especially in the light of employment legislation and the ACAS code of practice

• Helping those within an organisation to understand the role of their in-house mediators

• Encouraging appropriate referrals to mediation

• Training managers, team leaders and key staff in the use of dispute resolution skills

9

A Speaker to Address Your EventsBringing something extra to your conferences, meetings and events

ContentThese presentations can be specifically tailored to your event or training day, depending upon the particular sector in which you work. With specialist backgrounds ranging from psychotherapy to education and civil engineering, we are able to provide a dedicated representative who understands your needs and can create a bespoke presentation perfect for your event. This helps your group to see how mediation could be potentially integrated into your organisation or industry sector. The presentation is concluded with a question & answer session.

A typical presentation might include:

• What mediation is and how it works

• How mediation can effectively resolve workplace and/or commercial disputes

• Why mediation is on the increase

• How mediation can save time and money

• How to make the most of what mediation has to offer

Who might take up this option?If you are holding a conference or meeting dealing with dispute resolution, employment legislation, managing employee relations or addressing bullying & harassment, the presence of a mediation expert with a tailored presentation could be the perfect addition to your event.

We are able to supply a professional speaker, with first-hand knowledge of mediation being put into action. Our talks are illustrated with case studies, examples of best practice, and information on how to get the most out of mediation.

Previous organisations selecting this option have included:

• The CIPD Annual Conference and Exhibition

• The Chartered Institute of Building

• Boots plc

• Geodrilling Annual Conference

• Police Federation of England and Wales

Delivery of presentationsPresentations can be delivered in conjunction with other training days, or we can provide a session at a conference made up of invited speakers. We are also happy to integrate our own presentation into other presentations that you may have arranged.

What next?• Contact us for further

information and we would be glad to discuss this option with you

• If you are currently planning your event, please call for an informal chat and we will be glad to talk through what we might be able to offer

6

OutlineMediation is a relatively new concept in the UK, and many can be unfamiliar with what it is, and how it can be used to resolve disputes. In order to convey the true benefits of mediation to members of your group or organisation, it can help to have an expert on hand. We can send a practising mediator to speak at your conference or meeting, or to customise a one-off presentation to synergise with your event for free.

Facts & figures:

• Cost: Free

• Numbers at each presentation: Unlimited• Duration: Typically 30-50 minutes• Running times: To suit your event

8

taking it further

Once you understand what mediation is and where it can be used, you may wish to go on to find out how a step-by-step mediation model actually works, or to develop your own skills in resolving disputes.

Our one day course, Understanding Mediation, provides an excellent grounding if you wish to take your awareness to the next stage, or if you are considering going on to train as a mediator. While our initial Mediation Taster session is held at public venues, and gives a generic introduction to the wider field of mediation, Understanding Mediation is offered as an in-house event, which we can customise to be directly applicable to your group or organisation’s own areas of interest or application.

Our one day programme, Conflict Resolution Skills, is designed to help you to develop the practical skills required to resolve conflict more constructively. The programme does not aim to train you in mediation, but rather to help you to develop confidence and competence in addressing everyday conflict.

Mediation Skills is our two day programme for those wishing to find out how to mediate other people’s disputes, but who do not need accreditation or a recognised qualification. Effectively an abbreviated mediator training programme, Mediation Skills teaches you the step-by-step mediation model in a very practical way.

11

“Education is not preparation for life; education is life itself.” - John Dewey

in-house

“Well run, comprehensive and clear. Particularly helpful to know what I should try and take on myself, and when to call in the mediators.”

BF, Trades Union Organiser

We have previously delivered Understanding Mediation to:

• NHS complaints managers

• Trading Standards Professionals (CPD is available through the Trading Standards Institute)

• HR professionals in the private and public sectors

• The police service

• Trades unions

• The armed forces

• Government bodies, including the Local Government Ombudsman

• Universities & colleges throughout the UK

• Organisations considering setting up in-house mediation services

• People considering going on to undertake professional mediation training

Course deliveryThe course is principally held as an in-house event within your own organisation, on dates and at a venue to suit you. The course is especially popular with organisations considering setting up their own in-house mediation service, or those considering building mediation into their professional practices. The course is delivered through a combination of DVD clips, demonstration, lecture, and a relevant worked case scenario, chosen to reflect your organisation’s particular subject area.

What next?• We would welcome an initial discussion about

how you might get the most from this very popular programme

• If you would like to discuss how we might customise Understanding Mediation for your particular group or organisation, we would be pleased to hear from you

1310

Understanding MediationA one day grounding in the key concepts of mediation

ContentThis very popular programme includes:

• The step-by-step mediation process

• How to make mediation work in your own setting

• The costs & benefits of mediation

• Practical applications of mediation

OutlineThis course is designed for those groups and organisations who wish to discover more about mediation, or those who may be considering training further in the subject. Building on our free awareness-raising events, the one day course, Understanding Mediation, goes further into how mediation is practised, and describes in more detail how it can be used as a means of dispute resolution. By delivering this programme directly into your organisation, we can help you to evaluate the costs and benefits of mediation, and to decide how your group or organisation can make the most of this powerful tool.

The course has been revised and updated in the light of the changes in employment legislation in April 2009. A major part of this is the new ACAS Code of Practice, which encourages organisations to make greater use of workplace mediation.

Who is the course for?The course is particularly suited to the needs of those with little or no experience of mediation, who may be considering either bringing in external mediators, setting up an in-house service, building mediation into their practices, or going on to train in mediation themselves.

By offering Understanding Mediation as an in-house event, we are able to customise the course for particular organisations and industry sectors, including choosing typical case scenarios representing the types of disputes that members of that organisation would routinely encounter.

What you will learn:• What happens at each stage of the mediation

process

• Confidentiality within mediation

• Selection of mediators: ensuring impartiality

• How to select which cases might be suitable for mediation

• Getting people’s commitment to engage in mediation

• Fitting mediation in with your policies & procedures

• How a typical ‘case’ would proceed in practice

Facts & figures

• Numbers on the course: 6-16

• Number of days: 1 day

• Running times: 9.30am-4.30pm

• CPD points:

- Solicitors Regulation Authority - 6 CPD hours

- Trading Standards Institute - 6.5 CPD points

12

What you will learn:• How to view and address conflict more

effectively and confidently

• The skills and techniques for resolving conflict between you and others

• How to support other people who are in dispute to communicate more positively

• When it is appropriate to refer people’s disputes on to other sources of help

“The course provided really clear skills for working within the new Code of Practice for workplace disputes.”

KS, HR Director

Previous trainees have included:

• Human resources practitioners

• Staff with managerial responsibilities

• Team leaders

• In-house trainers

• Complaints managers

• Housing & homelessness workers

• Trade union representatives

• Front line workers

Course deliveryThis highly interactive programme is delivered by a practising mediator, and aims to develop both your skills and understanding relating to early, informal, and

constructive responses to conflict. Demonstrations, practical exercises and DVD clips are used in order to both illustrate the skills and to help you to put them into practice.

Course numbers are limited so that all delegates will get an opportunity to practise their skills, receive feedback, and gain a practical understanding of how better to develop their own confidence and competence in this area.

Facts & figures


• Number of days: 1 day


• CPD points:


What next?• The programme is highly suited to delivery as an

in-house training course or staff development event. This has the added advantage that we can customise the course to your particular area of interest, and can deliver it when and where you choose. We would be glad to discuss this option with you

• If this course is not quite what you need, you might consider undertaking one of our mediation training courses, which are described later in this prospectus

in-house

15

Conflict Resolution SkillsA one day programme in responding more constructively to interpersonal conflict

OutlineResolving conflict can be a time-consuming and frustrating process, and can put an enormous drain on an organisation’s resources. Managers, team leaders, HR practitioners, or anyone in direct contact with service users can feel ill-equipped to deal with conflict situations which, if left unaddressed, can quickly worsen.

Responding directly to this need, this one day programme offers a practical grounding in the skills required to resolve conflict, helping you to better address both your own and others’ disagreements.

The Conflict Resolution Skills programme does not intend to train you in mediation. We are pleased to be able to offer you a number of alternative programmes if this is your particular training need, right from a brief overview, up to a full, nationally accredited qualification.

ContentDepending on delegates’ particular areas of interest, the Conflict Resolution Skills programme can include worked examples of:

• Workplace conflicts

• Bullying, harassment and discrimination cases

• Managing complaints

• Housing and homelessness scenarios

• Inter-generational conflict

• Neighbourhood and community conflict

The course is particularly focussed on skills development rather than on theory, and takes a learning-by-doing approach to the subject. When delivered in-house to your own organisation, we aim to customise the examples and case scenarios to be directly relevant to the types of conflict that you are most likely to come across.

Who is the course for?This one day course is designed for managers, team leaders, human resources professionals, those working with the public, or indeed anyone who is interested in how better to resolve conflict between colleagues, managers, clients and service users. 14

What you will learn:• The differences between using mediation skills

and taking other approaches to interpersonal disputes

• The step-by-step process used by mediators

• Remaining impartial when resolving disputes

• Disclosure and confidentiality

• Avoiding a conflict of roles when using mediation skills

• Dealing with people’s resistance to a structured approach

• Using mediation skills constructively, safely and effectively

“The course provided a very useful introduction and an excellent platform from which to undertake a more in-depth mediation qualification.”

DS, Customer Services Manager

Course deliveryCourses are led by mediation professionals who have an in-depth knowledge of the different levels to which mediation skills can be learned and practised. Our trainers come from a range of professional backgrounds, and have a sound practical knowledge of the application of mediation skills in a variety of settings.

The Mediation Skills programme is offered as an in-house training course or staff development event. This means that we can customise the course to suit your own organisation’s particular area of interest, plus we can deliver the course exactly when and where you choose.

A very valuable part of the delivery is the feedback and coaching that the trainer is able to offer as you engage in the exercises and case simulations. We keep the group size limited to 16, so that the trainer can observe everyone and offer individual recommendations for how to develop your skills to full effect.

National accreditationMediation Skills is not an accredited programme. Consequently, you are not assessed on the course, and there is no requirement for any written work to be submitted either during or after the two days. If you wish to be accredited as a mediator, we recommend that you consider the Interpersonal Mediation Practitioner’s Certificate as an alternative.

Facts & figures


• Number of days: 2 days. No private study


• CPD points:


What next?• You can view some FREE clips from our DVD,

Mediation in Action on our website, showing a typical dispute and illustrating some key mediation skills

• If your organisation is thinking of training a number of your own people in a more structured approach to interpersonal disputes, there can be significant benefits and cost savings when we bring the training to you. We would be pleased to discuss this option with you further

in-house

17

Mediation SkillsA two day programme in the structured resolution of workplace, neighbourhood, and other interpersonal disputes

OutlineOur two day Mediation Skills programme aims to meet the needs of those seeking training in mediation, but who do not need to gain formal recognition as qualified mediators. The programme is popular with those wishing to incorporate mediation skills into their existing roles, those wanting to resolve interpersonal disputes in a more structured way, and especially those who wish to add mediation skills to their professional toolkit, but who are not intending to pursue the more extensive and in-depth mediator training that would lead to an accredited qualification.

ContentAs with our qualification courses, the Mediation Skills programme is highly participative, helping you to develop your skills through a number of exercises, discussions, dispute simulations and case studies. DVD clips are also used to illustrate both the step-by-step model and the skills that mediators use.

The programme includes:

• How interpersonal disputes start, and how they can be perpetuated

• The skills and techniques used by mediators

• The types of disputes where mediation skills might productively be used

• How and why mediation skills can work

• When to refer disputes to trained mediators

Who is the course for?Our two day Mediation Skills programme is specifically geared towards those who wish to add some greater structure to how they address workplace, neighbourhood, and other interpersonal disputes. Although not a mediator qualification course, the programme attracts learners who have come across mediation and who appreciate its merits, but who are not in a position to pursue a more formal route to becoming professional mediators.


• People managers in the public & private sectors• Dignity at work specialists• Human resources practitioners• Universities & Colleges• Housing & homelessness workers• Police officers• Health & Safety representatives• Residential care workers

16

qualifying as a mediatorMediation has now become recognised as a serious and cost-effective alternative to more adversarial approaches to resolving disputes and managing conflict; employment legislation now encourages the use of mediation for resolving workplace disputes, whilst government initiatives now promote mediation as a means of keeping families together when they are faced with conflict, and the courts now routinely recommend mediation as an alternative to more lengthy litigious processes.

If you are planning to offer mediation as a professional service, especially when working with difficult or sensitive situations, your service users and clients are entitled to expect that you will work to the highest standards. Achievement on one of our accredited mediation training programmes proves that you can do exactly that.

The Interpersonal Mediation Practitioner’s Certificate qualifies you to work with any type of interpersonal conflict: helping people to restore relationships at work, within businesses, between colleagues and associates, or in any other situation where interpersonal relations need to be restored or maintained.

The Commercial Mediation Practitioner’s Certificate is our qualification course for mediation in civil & commercial disputes: those involving financial matters, compensation claims, contractual issues, the supply of goods & services, or anything that would otherwise be settled in court or in the employment tribunal.

Our Accredited Training in Mediating Family Relationships provides a recognised qualification in working with families at breaking point: helping them to restore, rebuild, and sometimes restructure their family relationships, often at the point where a young person in the family is about to become homeless.

The Accredited Training in Mediation for Complaints Handling leads to a qualification for those dealing with complaints in a range of settings.

19

“If I had eight hours to chop down a tree I’d spend six of them sharpening my axe.” Abraham Lincoln

Course deliveryCourses are led by mediation professionals with direct case experience, who are able to use recent case examples to bring the training to life. The training is typically completed in a four day training block, plus about 8 hours private study to complete your learning record.

If the times and dates of our open courses are not suitable, we can also offer to come to you to provide the training as an in-house programme. In this case, we can modify the days and times to suit your learners including offering the programme over five shorter days, or providing it as two separate training blocks. We have a reputation for being able to adapt our training to suit our learners’ particular circumstances, background, and professional interests.

National accreditationIf you are investing in professional mediation training, you want to know that your qualification meets the highest standards, and that it will be widely recognised.

This training programme has gained nationally-recognised accreditation by AIM Awards. As a training organisation, UK Mediation is also an approved training centre with AIM Awards, which means that we are subject to regular inspection and quality control through external moderation. This course also meets the training requirement for entry onto the UK Register of Mediators, which is described later in this prospectus.

Facts & figures

• Numbers on the course: 12

• Number of days: 4 days on our open courses

(or possibility of 5 days when run in-house)

plus 8 hours private study

• Running times: 9.00am-5.00pm on the 4 day programme, shorter days on the 5 day programme and with the option of a split course

• Award & CPD points:

- AIM Awards: 6 credits at level 4


What next?• You are welcome to call us and talk to a

representative about this course. We can help you to decide if this training course is the right one for you. Alternatively, you may like to attend one of our FREE lunchtime or breakfast taster sessions

• You can view some FREE clips from our DVD, Mediation in Action on our website, showing a typical dispute and illustrating some key mediation skills

• If you or your organisation are thinking of creating an in-house mediation service and would like to take up the course as an in-house training programme, there can be significant benefits and cost-savings to training in this way. We would be pleased to discuss this option with you

21

in-house & public

What you will learn:• The underlying principles of mediation

• The step-by-step mediation process, and the tasks at each stage

• The role of the mediator compared to other professional roles

• Confidentiality and impartiality in mediation

• How to initiate, manage and conclude the mediation process

• The skills and knowledge required of mediators

• Encouraging people to participate in mediation

• How to ensure that mediation is safe, constructive & effective

• How to enmesh mediation within organisational policies

Interpersonal Mediation Practitioner’s Certificate40 hour professional training in mediating workplace, neighbourhood, and interpersonal disputesNationally accredited by AIM Awards & recognised by The Solicitors Regulation Authority

OutlineThe Interpersonal Mediation Practitioner’s Certificate is a 40 hour, nationally accredited training programme, which responds to the increasing need for high-quality, widely-recognised professional mediator training. Holders of the Interpersonal Mediation Practitioner’s Certificate are qualified to work with workplace, neighbourhood, and all types of interpersonal disputes, and the training is accepted as the standard for those wishing to practise as workplace or neighbourhood mediators throughout the UK.

People undertake the Interpersonal Mediation Practitioner’s Certificate either to work as in-house mediators within their organisations, to incorporate mediation skills into an existing role, or to be able to work as freelance mediators.

ContentThe course is highly participative, helping you to develop your mediation skills through a number of exercises, lectures, group discussions, dispute simulations and case-studies. We also use our own DVD, Mediation in Action to illustrate a typical workplace dispute, and to demonstrate how mediation would be applied to it.

The programme includes:

• Different people’s responses to conflict: how and why disputes occur

• The skills, knowledge, and qualities of a mediator

• Where mediation can and cannot be used

• How and why mediation works

• The pitfalls and opportunities in using mediation

Who is the course for?A wide variety of people wish to qualify to work as interpersonal mediators. We first offered our professional training in 1998, and since that time we have trained thousands of people of all ages and backgrounds, from all over the world.


• Human resources practitioners

• Bullying & harassment / Conciliation officers


• Solicitors & barristers

• Health professionals

• Trades union representatives

• Customer services personnel

• Equality & diversity specialists

• Complaints managers20

People who attend the training come from a variety of backgrounds. Some may be familiar with mediation, and wish to attend in order to gain a recognised accredited qualification. For others, this may be their first exposure to the subject. There are no formal prerequisites for attending the training, and although a proportion of course delegates are from the legal profession, no specific knowledge of the law is required.

Delegates on previous courses have included:

• NHS complaints managers

• Accountants, solicitors & barristers

• Company directors, business owners & sole traders

• HR professionals

• Chartered surveyors & civil engineers

• People managers in the public and private sectors

• People with no professional qualifications wishing to start a career as a mediator

National accreditationThis programme is delivered by professional mediation providers with particular expertise in training provision. As a mediation provider, UK Mediation is accredited by The Civil Mediation Council, and provides commercial mediation to HM Courts Service through The National Mediation Providers Association. This training programme has been designed by us, on the basis of more than ten years’ experience of providing mediation, and is externally accredited by AIM Awards, who moderate and scrutinise our systems of training delivery, design and assessment. The course exceeds the recommendations from The Civil Mediation Council with regards to duration, content and assessment.

Once you have achieved the award, you will have demonstrated that you have a practical and theoretical grasp of commercial mediation, to the high standard that is demanded by this widely-recognised and externally monitored qualification. For legal practitioners, attendance on the course also attracts CPD points from The Bar Standards Board and The Solicitors Regulation Authority.

Facts & figures

• Numbers on the course: 12• Number of days: 6 days (2x3 days)• Running times: 9.00am-5.00pm plus

8 hours private study• Award and CPD points:

- AIM Awards: 6 credits at level 4- Solicitors Regulation Authority - 26 CPD hours- Bar Standards Board - 35 CPD hours- CIArb - eligibility for membership

What next?• Our commercial mediation training is available

either as a public course or as an in-house training programme. The in-house option is often taken up by law firms, or larger companies

• Public courses take place at various high-quality training venues around the UK throughout the year. Forthcoming events are listed on our website, or you are welcome to contact us for our latest list of events

• The in-house training programme can be arranged anywhere in the world at venues, times, and dates of your choice, and represents a significant cost-saving if you have a number of people who wish to undertake the training

• We also offer a shorter, two-day commercial skills course, for those who want to learn about commercial mediation but who do not require the accredited qualification

• If you would like to discuss the option of an in-house training programme, we would be pleased to hear from you to talk about this option further. Alternatively, you may like to attend one of our FREE Mediation Taster sessions described 23

in-house & public

What you will learn:• Mediation compared to other means of dispute

resolution

• Where mediation can and cannot be applied

• The 6-step model of commercial mediation

• The role of representatives before, during and after mediation

• Confidentiality and disclosure

• Negotiation and communication skills

• Psychological issues in dispute resolution

• Dealing with pitfalls and opportunities in mediation

• How to prepare for, conduct and conclude mediation cases

• Producing workable agreements in mediation

Commercial Mediation Practitioner’s Certificate40 hour professional training in mediation for financial, contractual and business disputesNationally accredited by AIM Awards & recognised by The Solicitors Regulation Authority , The Bar Standards Board & The Chartered Institute of Arbitrators

OutlineThe use of Commercial Mediation is on the increase in the UK. The Civil Procedures Rules, the Court of Appeal and the Small Claims Process now urge disputants and their representatives to try mediation as an alternative to taking their case to court. A court may even refuse to award costs to a winning party who has unreasonably turned down the other side’s offer to mediate.

Businesses, traders, suppliers and consumers are attracted by the speed, simplicity, and relative informality of mediation. Disputes can be resolved in a fraction of the normal time, with a minimum of distraction and expense to the parties in dispute. Business relationships that have taken years to build up can be maintained within the collaborative atmosphere of mediation.

As a consequence, more and more individuals are now wishing to either gain work as mediators, to learn how better to represent their clients at mediation, or simply to build commercial mediation skills into their existing professional roles.

ContentA range of training methods is used on the course and delegates are all given the opportunity to work as mediators in at least one complete mediation case, based on a real-life dispute. There is the opportunity to take the position of one of the disputants in a mediation case, and that of their representative, in order to fully experience the mediation process from all sides.

The programme includes input on:

• The role of a commercial mediator

• When to use commercial mediation and when to use interpersonal mediation

• The types of disputes suitable for commercial mediation

• How to proceed when mediation has been proposed or directed

Who is the course for?The Commercial Mediation Practitioner’s Certificate training is suitable for anyone wishing to:

• Conduct structured civil, commercial and other financial mediation cases of their own

• Represent or assist others who are taking part in mediation

• Deal more constructively with everyday business complaints and disputes

22

What you will learn:• The underlying principles of mediation

• The step-by-step mediation process

• Clarifying the role of the mediator in relation to other professional roles

• Confidentiality, impartiality and appropriate disclosure

• How to initiate, manage and conclude the mediation process

• Encouraging family members to participate in mediation

• How to ensure that mediation is safe, constructive & effective

• Key policies & procedures when applying mediation

programme, the course is also suitable for those familiar with mediation, who wish to gain recognition for their existing skills and knowledge.


• Family Group Conferencing Co-ordinators


• Police officers

• Members of Youth Offending Teams

• Workers from Barnardos, Childline, Connexions and other national charities and organisations

• Hostel workers

Course deliveryThe course is delivered by a practising mediator with experience of working with professionals in this field. A number of real-life case examples are used in order to illustrate the mediation model, and to give learners an opportunity to put their skills into practice as the course progresses.

The course is delivered as an in-house programme, over four or five days, depending on the organisation’s preference. The times of each day would typically be 9.30am-4.30pm for a five day programme. We can also offer to split the training into a two day and a three day block to suit your needs.

Our aim is to work with your organisation to deliver a well-established, nationally-accredited programme in a way that not only gives learners a recognised qualification, but which greatly enhances the quality and effectiveness of their interventions, and ultimately improves the lives of their service users and clients.

National accreditationOur Accredited Training in Mediating Family Relationships leads to the award of the Interpersonal Mediation Practitioner’s Certificate. This training programme has gained nationally-recognised accreditation by AIM Awards and by The Solicitors Regulation Authority.

The course also meets the training requirements for entry onto the UK Register of Mediators (UKRM), which is described later on in this prospectus. Family Group Conferencing Co-ordinators who achieve on this training programme, who complete five assessed cases, and who go on to meet additional criteria for entry onto the Register, can describe themselves as UKRM-registered Family Group Conferencing Mediators.

Facts & figures


• Number of days: 4 days or 5 days

• Running times: 9.30am-4.30am for a 5 day programme, with the option to split the training

into two blocks




What next?• This programme is run principally as an in-house

training course or staff development event. Please call us to discuss how we might provide the training for members of your own organisation

• We can offer to visit you for a no-obligation discussion of how you can get the most from this course. Please call us to arrange this at your convenience

in-house

25

OutlineIn recent years, it has become widely recognised that unaddressed conflict within families can have a profound impact on the well-being of all concerned, but especially on the lives of children and young people.

In any family where the lifestyles of the young people clash with those of the parents or carers, conflict can be a daily fact of life. Mediation can provide a very effective structure in helping the family to manage its conflict and in helping all family members to reach an agreement about how better to manage contentious issues such as timekeeping, personal responsibilities, access into the family home, social & personal habits, discipline and communication.

A properly trained and impartial third party, in the role of mediator, can support the family to use that structure in a safe and effective way: lessening conflict and ultimately helping to prevent a young person from becoming homeless.

Accredited Training in Mediating Family Relationships40 hour training in using mediation to prevent family breakdownNationally accredited by AIM Awards & recognised by The Solicitors Regulation Authority

ContentThe course includes many of the elements covered in The Interpersonal Mediation Practitioner’s Certificate and has been evolved from that programme. Our Accredited Training in Mediating Family Relationships uses a similar, well-established model of mediation as would be applied in other areas of interpersonal conflict, but with variations that make it directly applicable to this particular field.

Previous learners have commented that the skills and techniques acquired through this qualification have been invaluable beyond the immediate application that the training is intended for and have in fact helped in managing other interpersonal disputes.

The course includes:

• Family members’ responses to conflict: how and why family disputes occur

• The skills, knowledge and qualities of a mediator when working with families

• Where mediation can and cannot be used

• How and why mediation works in this setting

• The pitfalls and opportunities in using mediation for family relationships

The course is NOT intended for those wishing to work with couples who are divorcing or separating.

Who is the course for?The course is suitable both for those who are new to the field, and for those who are more experienced in this work, who wish to learn the step-by-step structure that the mediation model offers. As a nationally-accredited 24

valuable staged structure with which to better manage the complaints process. People currently working as in-house mediators / complaints handlers can also benefit from the accreditation and recognition that the qualification offers.

Previous organisations taking up this programme have included:• Social Services Departments• Children’s and Young People’s Services• NHS Trusts• Counselling organisations• House-building companies• Internet service providers

• Trading Standards

Course deliveryThe course is delivered by a practising mediator with experience of working with professionals in this field. Relevant case examples are used in order to illustrate the application of the mediation model to complaints handling. The course is delivered as an in-house programme, over either four or five days, depending on the organisation’s preference. We can also offer to split the training into two separate blocks if preferred.

The course is delivered in such a way that your learners not only achieve a recognised qualification, but your organisation can also begin to actually apply the mediation model to its complaints-handling process. We will give you advice and guidance so that you can build policies and procedures to allow you to do this.

National AccreditationOur Accredited Training in Mediation for Complaints Handling leads to the award of the Mediation Practitioner’s Certificate. This training programme has gained nationally-recognised accreditation by AIM Awards and is accredited by The Solicitors Regulation Authority.

in-house

The course also meets the training requirements for entry onto the UK Register of Mediators (UKRM), which is described later on in this prospectus.

Facts & figures


• Number of days: 4 days or 5 days when run in-house plus 8 hours private study

• Running times: 9.00am-5.00pm on the 4 day programme, shorter days on the 5 day programme and with the option of a split course




What next?• Please call us to discuss how we might provide the

training for members of your own organisation

• We would be pleased to speak to you regarding how you can get the most from a course such as this. You are welcome to call us to talk through the programme in more detail

27

OutlineIt is inevitable that whenever a professional service is offered to a diverse group of users, there will occasionally be complaints. Service users may express dissatisfaction about the standard of a service, about perceived delays in service provision, about communication with the service provider, or about more personal matters concerning the individuals who represent the service.

Recent legislation now encourages the greater use of early, informal measures to address complaints. In education, mediation is encouraged where there is a dispute over a Local Education Authority meeting a child’s special educational needs. Since April 2009, a new procedure promotes mediation in the first stage of handling complaints about NHS Health Care providers, whilst complaints against Local Authorities in England and Wales are now routinely considered for mediation by the Local Government Ombudsman.

In the private sector as well, the value of mediation is being recognised as a means of early resolution to a complaint: the evidence suggests that both sides can feel more satisfied about the outcomes of a process in which they have been heard more clearly by the other side and where they, themselves have helped to shape the ultimate outcome, rather than having this imposed on them.

Accredited Training in Mediation for Complaints Handling40 hour accredited training in handling complaints more effectivelyNationally accredited by AIM Awards & recognised by The Solicitors Regulation Authority

ContentThe course presents a well-established model of mediation, which provides a step-by-step process for dealing with complaints and consumer/customer dissatisfaction. The staged process allows for both sides to put their case forward, then for negotiation to take place around how the complaint may be resolved and ultimately for the matter to be concluded with an action plan or joint agreement.

As well as presenting the complete mediation model and giving opportunities to practise its application, the programme includes input on:

• How to build trust and rapport with both complainant and respondent

• The types of complaints suitable for mediation

• When to call in an external mediator or to use reciprocal arrangements with other organisations

Achievement on this nationally-accredited course leads to the award of the Mediation Practitioner’s Certificate.

Who is the course for? This programme is typically taken up by public and private organisations wishing to train a group of their staff to be in-house mediators / complaints handlers. For those practitioners who are already using this type of approach to handling complaints, the course can provide a very

26

What you will learn:• How mediation differs from other means of

resolving complaints

• Making the mediation option available

• The step-by-step mediation model

• How to apply the model to complaints handling

• Managing disclosure and confidentiality

• Knowing when to terminate mediation

• Concluding a mediation session

• Following up and auditing agreements & outcomes

converting your qualificationWith mediation becoming increasingly popular within a variety of settings, trained

mediators are now aiming to make their services available to as many groups and in as

many types of disputes as possible. People who have trained in one area of work are

looking to translate their skills and knowledge to be relevant to other areas.

If you have already trained in a particular type of mediation and wish to convert to another,

we can offer you our very popular accredited Conversion Courses. Building on your

previous training, these are shorter courses that allow you to convert your qualification in

commercial mediation to one in interpersonal mediation, or vice versa.

The accredited Commercial Mediation Conversion builds on your skills as a mediator of

interpersonal disputes, and takes you through the established commercial mediation

model: qualifying you to mediate in disagreements regarding commercial, contractual and

financial matters. Neighbourhood and workplace mediators in particular have found this

training to be a valuable add-on to their current qualifications.

Our very popular accredited Interpersonal Mediation Conversion is intended to qualify

you to mediate in workplace disputes in particular, and will also provide a qualification for

mediating in neighbourhood disputes and family relationships. This training has proved

particularly popular for qualified commercial mediators who wish to go on to provide

workplace mediation as encouraged by the ACAS code of practice for handling discipline

and grievances at work.

29

“You may be on the right track but if you sit there long enough you’ll get run over”- Jack London

converting your qualification

What you will learn:• The differences between commercial and

interpersonal mediation

• The contrasting roles of a commercial mediator and an interpersonal mediator

• The 6-step model of commercial mediation and how to apply it to various cases

• How to manage the ‘shuttle’ process

• How to work with parties’ legal advisors & representatives

• Keeping parties engaged in the process

• Knowing when to terminate the mediation

• How to draft mediation agreements

Course deliveryThe course runs over three full days and is delivered by one of our practising mediators, who can provide up-to-date examples of typical disputes, and who will have many years of practical experience to bring to the course.

The course is delivered by way of lecture, exercises, demonstration and by mediating simulated dispute cases. As part of the course you are given the opportunity to mediate in at least one complete mediation case. All of our simulated cases are based on real-life disputes and involve the kinds of issues that might typically arise in the real situation. There may also be an opportunity to assume the role of a disputant and of a disputant’s representative, in order to gain experience of the commercial mediation process from all sides.

National accreditationUK Mediation is an approved CPD training provider under the CPD schemes of both The Solicitors Regulation Authority and The Bar Standards Board, and is approved as an accrediting centre by AIM Awards. Our assessments are standardised through a rigorous moderation process, ensuring that a consistently high standard is applied.

The training offered by UK Mediation has become recognised as the benchmark standard for people wishing to mediate a range of disputes, and satisfies the training requirement for entry onto the UK Register of Mediators.

Facts & figures

• Numbers on the course: 12• Number of days: 3 days• Running times: 9.00am-5.00pm • Award and CPD points:

- AIM Awards - 6 credits at level 4- Solicitors Regulation Authority - 13 CPD hours - Bar Standards Board - 16 CPD hours- CIArb - eligibility for membership

What next?• The Accredited Commercial Mediation Conversion

is available either as a public course or, for a group of at least six learners, as an in-house training programme. Our forthcoming dates are listed on our website, or you are welcome to contact us for the latest information

• The in-house training programme can be arranged anywhere in the world at venues, times, and dates of your choice, and represents a significant cost-saving over the open courses if you have a number of people who wish to undertake the training together

• We are required to enforce strictly the pre-requisite of an externally-accredited training course in interpersonal mediation. If you are in any doubt as to whether your own training meets our criteria, please contact us for advice, ideally including a copy of your certificate of achievement from your training

• As this is the only course of its kind in the UK, demand for places on open courses is usually high and we advise that you book early to avoid

“The wise man doesn’t give us the right answers, he poses the right questions.”

Claude Levi-Strauss

31

in-house & public

OutlineMediation is on the increase in the UK as a means of resolving financial and commercial disputes. For those already trained to offer mediation for interpersonal disputes, many of the skills that are used by commercial mediators will be familiar. By way of contrast, however, many commercial disputes may involve situations where:

• One or both parties may be facing financial difficulties• There may be sensitive commercial information that a party wishes to keep private• Parties wish to reach a full & final financial settlement rather than to rebuild a relationship• Both sides wish to avoid going to court, but may have already spent money on legal advice and preparation of their

case• Parties will usually have engaged the services of a solicitor, who may accompany them to the mediation

UK Mediation already offers accredited commercial mediation training for those with no prior experience of the subject. However, recognising the achievement of people already trained in interpersonal mediation, we have developed our conversion course to train people how to address commercial as well as interpersonal disputes. Our conversion programme builds on the knowledge and skills that you have acquired throughout your initial mediator training.

Accredited Commercial Mediation ConversionA nationally accredited qualification in commercial mediation for those already trained as interpersonal mediatorsNationally accredited by AIM Awards & recognised by The Solicitors Regulation Authority, The Bar Standards Board & The Chartered Institute of Arbitrators

ContentThe Commercial Mediation Conversion starts from a point that will have been reached by anyone completing an externally accredited training course in interpersonal mediation. A degree of prior knowledge is therefore assumed to be in place and the programme builds on this baseline of skills and knowledge.

The programme includes input on:

• Mediation and the law

• Confidentiality and disclosure

• Negotiation & facilitation skills

• Dealing with some common pitfalls

• Producing workable agreements

Who is the course for?This three day accredited training course is for anyone who has completed the Interpersonal Mediation Practitioner’s Certificate, or equivalent training programme, and who now wants to carry out commercial mediation cases.

Our accrediting body requires that we have sight of evidence of your mediation training, and we will ask for a copy of your certificate(s) when you apply to join the programme. Your training must have been externally accredited by one of the recognised awarding bodies, and must have included a successful assessment of both your mediation skills and knowledge.


Qualified interpersonal mediators:

• Barristers and solicitors

• Complaints managers

• Auditors, tax specialists and accountancy professionals

• Civil engineers and surveyors

• HR professionals

30

UK Mediation’s own Commercial Mediation Practitioner’s Certificate satisfies the entry requirement for the course. Our accrediting body requires that we see evidence of your prior mediation training and we will ask for a copy of your certificate(s) when you apply to join the programme. Your training must have been externally accredited by one of the recognised awarding bodies and must have included a successful assessment of both your mediation skills and knowledge.

Previous trainees include:

Qualified commercial mediators:• Barristers and solicitors • HR Professionals• Freelance mediators & consultants• Complaints managers• Auditors, tax specialists and accountancy

professionals• Company directors

Course deliveryThe course runs over three full days and is delivered by one of our practising mediators, who can provide up-to-date examples of typical disputes and will have practical experience to bring to the course.

The course is delivered by way of lecture, exercises, demonstration and by mediating simulated dispute cases. As part of the course you are given the opportunity to mediate in at least one complete mediation case. All of our simulated cases are based on real-life disputes and involve the kinds of issues that might typically arise in a real situation.

Assessment of your skills is conducted during the course, whilst your knowledge & understanding are assessed following the course by completion of a learning outcomes portfolio.

National accreditationUK Mediation is an approved CPD training provider under the CPD scheme of The Solicitors Regulation Authority, and is approved as an accrediting centre by AIM Awards. The training offered by UK Mediation satisfies the training requirement for entry onto the UK Register of Mediators.

Facts & figures

• Numbers on the course: 12• Number of days: 3 days• Running times: 9.00am-5.00pm • Award & CPD points:

- AIM Awards - 6 credits at level 4- Solicitors Regulation Authority - 13 CPD hours

What next?• The accredited Interpersonal Mediation

Conversion is available either as a public course or for a group of at least six learners, as an in-house training programme. Our forthcoming dates are listed on our website, or you are welcome to contact us for the latest information

• The in-house training programme can be arranged anywhere in the world at venues, times and dates of your choice, and represents a significant cost-saving over the open courses if you have a number of people wishing to undertake the training together

• We are required to strictly enforce the pre-requisite of an externally-accredited training course in commercial mediation. If you are in any doubt as to whether your prior training meets our criteria, please contact us for advice

• As this is the only course of its kind in the UK, demand for places is usually high and we advise that you book early

33

in-house & public

OutlineMany of the skills and techniques of a trained mediator could be considered to be applicable to all types of disputes. How the mediation model is applied, and how the mediation sessions are structured, differs significantly between interpersonal and commercial mediation.

As mediation comes to be used increasingly for workplace conflict and other disagreements where the intended outcome is specifically an improved relationship, many people trained in commercial mediation are now seeking to convert their qualification in order to be able to mediate in these types of disputes.

Commercial mediation typically addresses a disputed financial or contractual matter between two people or organisations and produces an agreement that binds parties to resolve the matter by either making a payment, providing goods, services or any other relevant form of compensation. In contrast, most interpersonal disputes reaching mediation:

• Involve a falling-out or strong disagreement • May involve groups or teams of people• Do not involve conflict over financial matters • May include allegations of bullying or harassment• Are resolved by a non-binding agreement for the • Do not involve any material form of compensation people to change their behaviours

Recognising the achievement of practitioners who have already trained in commercial mediation, we have developed our shorter Interpersonal Mediation Conversion course, designed to train people how to address workplace, neighbourhood and other interpersonal disputes. Our conversion programme builds on the knowledge and skills that you have acquired throughout your initial commercial mediator training.

What you will learn:• Workplace mediation within the ACAS code of

practice

• Using mediation in grievance, harassment and discrimination cases

• Similarities and differences between interpersonal and commercial mediation

• When and when not to use interpersonal mediation

• Using the step-by-step model for workplace and interpersonal disputes

• How confidentiality and disclosure works in interpersonal cases

Accredited Interpersonal Mediation ConversionA qualification to mediate in workplace, neighbourhood and interpersonal cases for those already qualified in commercial mediationNationally accredited by AIM Awards & recognised by The Solicitors Regulation Authority

ContentThe programme includes input on:

• What leads to interpersonal conflict at work, in neighbourhoods and within families

• Facilitation skills for interpersonal issues

• Managing strong emotions

• Considerations when running joint mediation sessions

Who is the course for?This three day accredited course is for anyone who has completed an externally accredited civil and/or commercial mediation training programme, and who now wants to carry out workplace and interpersonal mediation cases. 32

professional development for qualified mediators

One of the reasons that people become attracted to the field of mediation is that there is always something more to learn. Following an initial qualification in the subject, there are numerous routes that your professional development could take: from becoming particularly skilled at working in a specific setting, to working with people who are presented with particular sorts of issues, or becoming an expert in a particular style of mediation. We have assembled a number of opportunities to support you beyond your initial training as you develop your professional skills and knowledge further.

The first step following your initial qualification is to begin to build up your cases. Our accredited qualification, Professional Practice in Mediation, is intended to support you through your first five cases, allowing you to gain credit for your reflective practice as you complete them.

Once you have started to complete cases, an important aspect of working safely and professionally is to be engaged in Case Supervision: giving you opportunities to reflect on your work, to gain personal and professional support, and to identify ongoing training & development needs.

As you begin to work in a specific sector, with particular groups, or in a particular style, you may then identify where you would like to concentrate your development efforts, and what kind of additional training you might require in order to continue to develop. Our CPD Events are ideal for this.

For those of you who have qualified as a mediator some time ago, but have not managed to get any cases, you might benefit from one of our Refresher Days, giving you a chance to brush up on your skills, get feedback on your practice, access networking opportunities and much more.

We are sure that our programme of professional development events will help you to grow from your initial qualification, right up to becoming a highly accomplished mediator.

35

“There is one art which we should master – the art of reflection.” - Samuel Taylor Coleridge

“It’s what you learn after you know it all that counts.”

John Wooden

Mediators should be actively engaged in accessing cases and delivering a mediation service. Mediators are also required to be undertaking supervision/mentor support specifically for their mediation work.

What next?• If you have already completed an accredited mediation

training course and are ready to begin your ongoing professional development as a mediator, PPM is the place to start. We welcome candidates who have trained with organisations other than UK Mediation, and if you are unsure as to whether your own training satisfies the entry requirement for PPM, we would encourage you to contact us for advice

• When you are ready to begin, we will be glad to send you the paperwork you need to start logging your five cases, analysing your work, and providing us with the reflective evidence that you are engaged in truly professional practice

professional development for mediators

37

Facts & figures• Time to complete: The time taken to complete

five cases and the portfolio documentation We would encourage you to complete PPM within 18 months from start to finish.

• Award: - Level 6 AIM Awards

OutlineUK Mediation is committed to supporting the ongoing development of practising mediators. We have developed the Professional Practice in Mediation (PPM) qualification as the next developmental step for people who have successfully completed an accredited mediation training course.

Professional Practice in Mediation Validating your skills in practice

ContentFollowing your achievement on the taught course, PPM is effectively a programme of independent and autonomous learning, with support and guidance from a tutor at UK Mediation and from your Supervisor/ Mentor.

We encourage you to complete five cases and whilst doing so will support you to complete the UK Mediation PPM portfolio. The portfolio allows you the opportunity to demonstrate and validate your:• achievements in mediation• commitment to continuous professional development• ability to develop as an active reflective practitioner• skills in practice• assurance of ethical standards

You are invited to access tutorial support from UK mediation throughout the completion of your portfolio.

Having difficulty finding cases? You could try:

• Your local community mediation service (the UK Mediation website carries a list of these)

• Existing contacts within industry sectors where you have worked

• HR departments in organisations with which you are familiar

• Legal practices who may need the services of an external mediator

• Complaints departments within local authorities and NHS Trusts, many of whom use volunteer mediators

• Marketing your services as an independent practitioner• Joining the UK Register of Mediators as an Associate

Member

Completing your five casesOnce you have lined up some suitable cases, you need to carry out these cases in accordance with the model you have learned. At least one of your cases must be carried out with a co-mediator.

As you complete your cases, you need to complete some written work, noting your progress, recording learning points, and reflecting on your practice as it builds. We will support you through the whole of this process. Once you have written up your five cases in this manner you are ready to submit for assessment.

Assessment Once you have completed and collated all the relevant documentation to complete your portfolio, you can submit this for assessment by a member of the UK Mediation Assessment Team.

National accreditationPPM is externally accredited by AIM Awards at level six. Successful achievement of PPM is your evidence that you have put your skills into successful practice. It proves that you are both trained and that you are able to apply your training effectively as a mediator. You thereby meet the main criteria to achieve Registered Status with the UK Register of Mediators.

Who is this course for/ pre-requisitesMediators who have successfully completed an externally accredited certificate in either interpersonal, family, commercial, workplace or community mediation at Level 3 or above.

36

Nationally Accredited by AIM awards

Facts & figures

• Available as: Individual or group supervision• Group numbers: 6-16 for in-house mediation

services• Duration: 1½-2 hours for an individual.

½-1 day for groups• CPD: Meets the supervision requirement

for entry onto the UKRM

What next?• Many of the organisations who have trained with

UK Mediation take up the option of a quarterly supervision group, held at their own premises. Please call us to discuss whether this arrangement would be beneficial to your own group

• If you have trained with another organisation, you are welcome to enrol for our supervision groups provided that you have been trained to an accredited standard

• If you are an individual seeking Case Supervision, we would be glad to talk through the options with you. Please call us for an initial talk with one of our supervisors


39

OutlineOnce you start to work as a mediator, away from the confines of the training room and often working on your own, it is not uncommon to feel under-prepared for some of the things that can come up, and that your disputing parties can throw at you (we hope not literally!). It is from this point forwards that you may feel the need for professional backup: essential support that will allow you to learn from aspects of your practice, as well as to offload and to debrief your mediation cases.

Professional Case Supervision meets this need. It is a structured means of gaining consultative support, allowing you to develop your skills beyond what you learned in your training, and helping to ensure that you are mediating effectively, professionally and safely.

Case Supervision for Practising MediatorsWorking safely and effectively as a mediator

ContentUK Mediation offers Case Supervision with experienced mediators who are trained in supervision skills. We use a well-established model of supervision, which is similar to that used in the supervision of practitioners in branches of the helping professions.

Mediators, whether newly trained or more experienced, can attend either individually or in groups, and might book a regular session with one of our supervisors lasting anything from a couple of hours to a whole day.

A typical supervision session or day might include:

• Individual presentation of cases • Group discussion on points arising from the cases

presented• Highlighting of learning points from the presented

case work• Ethical and professional considerations arising:

working safely and within the law• Identifying ongoing training needs amongst the

supervisees• Input on specialist topics from the supervisor

Who is Case Supervision for?If you regularly conduct mediation cases, particularly those involving intense interpersonal disputes, you are quite likely to encounter situations that you feel unprepared for. Mediation work can be emotionally draining, can challenge your understanding of the mediator role and can identify gaps in your knowledge. Case Supervision is strongly recommended if you want to continually develop your mediation skills, learn more about the subject and get help to ensure that your work is safe, ethical and professional.

DeliveryFor organisations, especially those operating in-house mediation services, the usual arrangement is for a qualified supervisor to come to you and to run a quarterly supervision group at your premises. In-house supervision groups are typically run for 6-16 supervisees, and can last a day or half a day each time. Mediators who work alone, including freelance mediators, are welcome to attend individually for supervision at our headquarters in Belper, Derbyshire. Practitioners may also get together to attend in a group of anything from 2-8 people.

38

trainers and experts to contribute on a more specialist subject or simply to give us a different perspective. We like to use a variety of training methods, and will try to mix lecture and demonstration with practical exercises, case simulations and even the use of actors.

Facts & figures

• Available as: Open or in-house events• Group numbers: Usually 6-16 • Duration: 1 day• CPD:

- Meets the annual CPD requirement for the UKRM - 6 hours

- Solicitors Regulation Authority - 5½ CPD hours


41

What next?• If your service or organisation would like to hold

an in-house CPD Event, we would be very glad to arrange this for you

• If you would like to see a CPD Event on a particular topic, we would be very pleased to take your ideas on board

OutlineEven the most experienced mediators still have a lot to learn! At UK Mediation we have stayed in contact with practising mediators who were on some of our first training courses in 1998, continuing to work with them to identify new areas of training and professional development. Whichever area of mediation people work in, there always seems to be further avenues for skills advancements and knowledge, as well as learning opportunities that arise from mediators’ direct experience.

Our programme of Continuing Professional Development (CPD) Events is a constantly evolving portfolio of short training courses and events. Mostly held in just one day, our CPD Events are designed and delivered by experts in the field, aiming to deepen and broaden your skills and knowledge as a professional mediator.

Continuing Professional Development (CPD) EventsRun by professionals, for professionals

Content Our CPD Events tend to be of two sorts: firstly, updates on changes in legislation, developments in how mediation is practised, or key developments affecting how mediators provide their services. Secondly, training in specialist areas of mediation practice: how to work more effectively with particular groups or with specific sorts of disputes.

We aim to stay right up-to-date with our choice of CPD Events, ensuring that the topics we cover will be of maximum relevance to the people attending. At the same time we do encourage you to request particular topics and to actively influence our choice of subject matter.

Previous CPD Events have included:

• Commercial mediation with construction disputes• Working well with a co-mediator• Personality types and interpersonal conflict• Legislation update: mediation in the ACAS code of

practice• Legal issues in mediation for non-lawyers• Employment law basics

• Workplace mediation awareness for commercial mediators

• The ‘personality clash’ in workplace disputes: what is it?

Who are CPD Events for?You will gain most benefit from these events if you are a practising mediator with some recent case experience. The events are usually attended by a mixture of freelance or independent mediators, and those from in-house mediation services. We can come to you to deliver any of our CPD Events as in-house courses or staff development opportunities. Also, in many of the case supervision groups that we run, particular learning topics become identified, which can then be picked up later on and addressed in these kinds of events.

Delivery We choose carefully which of our mediators and/or trainers would be best suited to the delivery of a particular CPD topic. On occasions we have also brought in external 40

“A brilliant reminder. Renewed my enthusiasm for mediation.”BM, Local Authority Manager

On previous Refresher Days delegates have asked for input on:

• Mediation and recent legislative changes• Working with a co-mediator• Skills revision (especially reframing!)• Record-keeping and confidentiality• Conflicts of interest when performing

multiple roles• Dealing with resistance to mediation

Who is the day for?You are likely to derive maximum benefit from the Refresher Day if you have undertaken an accredited mediation training programme, and are now looking for a chance to brush up on your skills, network with others in a similar situation and get some feedback on your practice. You do not have to have completed any cases in order to benefit from the day.

Previous attendees have included:

• Experienced in-house or organisational mediators• Qualified freelance mediators• Human resources professionals trained in mediation• Those whose professional roles require that they

occasionally draw on their mediation skills

Delivery Depending on the numbers attending, the course is facilitated by a number of members of our team, who can help to run the simulated cases, to contribute to the tutor-led input, give you feedback on your practice, and be available for the all-important informal chats and networking opportunities.

The Refresher Days are run primarily in-house if you have at least six people who can attend.

National accreditationAs this day is not assessed, accreditation does not apply. However, the day counts towards CPD for the purposes of the UK Register of Mediators, whilst legal professionals can claim CPD hours under The Solicitors Regulation Authority’s scheme.

Facts & figures

• Numbers on the course: Maximum 12• Number of days: 1 day• Running times: 9.30am-4.30pm • CPD points:

- Solicitors Regulation Authority - 6 CPD hours - UKRM - 6 CPD hours

What next?• You are welcome to contact us for a chat about how

we run the Refresher Days

• If you have at least six people who would benefit from a Refresher Day as an in-house event, we would be glad to come to you. Again, please give us a call to talk this through

• If there is a particular mediation topic about which you would like us to organise a Refresher Day, please let us know and we will customise an event for you


43

OutlineYou will probably attend numerous training courses throughout your professional life. Some of the many skills that you learn might be put into practise daily or weekly, while others may only be required very occasionally. If you have attended a mediation training course, whether with UK Mediation or from elsewhere, and have not yet had a chance to get hold of any ‘real’ cases to mediate, you might well be feeling that your mediation skills are becoming rusty.

Our Refresher Days have been designed to help you to get back on track. As well as an opportunity to network with other mediators, many of whom may be in the same predicament, we want to offer you a reminder about what you learned on your training, to give you a chance to practise on a simulated case and to share experiences of any cases that you have been lucky enough to complete.

Refresher Days Much more than just brushing up on your skills

ContentOur Refresher Days are slightly different to some of our other qualification courses, principally because everyone attending has already undergone full training, and has formed an idea about how they wish to use their mediation skills. We therefore encourage people to contribute to the agenda, by inviting delegates to say what they would like to see included as part of the day.

In addition to the topics chosen by delegates, we make sure to include a slot for the revision of the step-by-step mediation model, a chance for everyone to get some practice on a simulated case and to get some individual feedback from our trainers.

A very valuable part of the day is to hear of people’s experiences of cases they have worked on since their training. This gives us a chance to do some live case supervision: an extremely valuable form of ongoing learning for mediators.

42

“Nothing great in the world has ever been accomplished without passion”

Georg Wilhelm Friedrich Hegel

“Mediators and their potential customers have waited a long time for this!”

KJ, Freelance Mediator

What next?• If you want to source a mediator from the register,

visit www.ukregisterofmediators.co.uk, and try the search facility for your own region or preferred area of specialism

• If you would like to join the register, please contact Becky Stafford, via the register’s website. If you want further details about the register, please phone us on 0800 772 0778 and ask for Becky, who would be pleased to tell you more

45

The need for registrationAs mediation grows in popularity in the UK, more and more people are undertaking training in order to be able to offer mediation; increasing numbers of independent and freelance mediators are setting up as mediators, new mediation companies are coming into existence and a range of established organisations are beginning to offer mediation as part of their wider range of services. Users and purchasers of mediation services, especially when using a mediator for the first time, have difficulty choosing amongst the various individuals and providers. In turn, mediators who are fully qualified and experienced, find that they are competing in an ever-growing marketplace.

UK Mediation has long recognised the need for a registration body in the UK: a professional organisation that can define and monitor standards of mediation training and practice, and which can provide a benchmark standard for mediators to aspire to. In 2008 we created the UK Register of Mediators (UKRM) to achieve just that: offering an assurance of quality, integrity and accountability for mediation professionals.

44

The UK Register of MediatorsQuality, integrity & accountability

AimsThe UKRM endeavours to:• Establish standards of professional practice• Support its members in their professional activities• Provide purchasers of mediation with an assurance

of quality and professional conduct• Provide a complaints mechanism by which to hold

mediators accountable for their practice• Continually improve the quality of mediation provision

in the UK

How the UKRM operatesThe UK Register of Mediators (UKRM) is an independent organisation, currently operated by UK Mediation Ltd on a non-profit basis.

The register operates to satisfy the interests of both providers and purchasers. Individual mediators and provider organisations gain benefits by applying to join the register, while potential users of mediation can use the register’s website to search a database of mediators who meet the stringent criteria for membership.

Joining the registerIndividual practitioners, organisations and in-house mediation services are all welcome to apply to join the UKRM. There are two levels of membership, depending on the level of experience that the practitioner(s) can demonstrate:

• Associate membership is for those who have successfully completed an externally-accredited, 40 hour training course and who are working to achieve their first mediation cases

• Registered Mediator status can be attained by those who have also completed and been assessed on their professional practice during their first five cases

Every individual on the register also needs to demonstrate that they are undertaking regular CPD & case supervision, that they agree to be bound by the code of practice and complaints procedure, and that they hold adequate indemnity insurance.

Accreditation: Certification or formal proof that certain benchmarks or standards have been achieved. In mediation training, the process that ensures consistently high standards of design, delivery and assessment of training programmes

Adjudication: Making a reasoned and informed judgement or decision, based upon the arguments and evidence. Unlike most mediation, adjudication tends to be concerned principally with the past, who is right or wrong and who is more at fault

Alternative Dispute Resolution (ADR): A means of resolving a dispute, for example by mediation, without taking action in a court or tribunal

Arbitration: One form of alternative dispute resolution, in which a (usually binding) resolution to a dispute is determined by an arbiter making a consideration of the merits of each side’s case

Civil dispute: A dispute between individuals or organisations, not involving criminal matters, which is usually concluded by way of a payment from one party to another. The term is often interchanged with ‘Commercial Dispute’

Commercial mediation: A form of mediation intended to resolve disputes involving tangible assets such as goods, services or money

Complainant: Sometimes referred to as the ‘plaintiff’: This is the individual or organisation initiating court action or other formal action against another person or body

Confidentiality: The understanding that communications will generally be kept private. In mediation, the confidentiality agreement defines what information will be disclosed, either between the disputing parties or outside the mediation

Conflict: A situation that exists when two or more parties perceive that they have incompatible needs, goals and interests, and where each tries to undermine the other’s attempts to achieve their goals

Conflict management: Managing conflict over a period of time, by a range of means that can include mediation. Managing conflict does not necessarily mean finally resolving it, but usually means lessening the impact of it upon the parties

Conflict resolution: Finding a way to establish an agreement between the disputing parties, to the extent that they no longer try to undermine one another’s attempts to meet their needs and interests

Disputants: The individuals or organisations involved in a dispute

Dispute: A controversy involving a difference of opinion or of perception, which may bring people into conflict

Group mediation: Mediation involving more than two disputing parties

Impartial: Free from favouritism, bias or self-interest. The position a mediator intends to take

Interpersonal mediation: Mediation that deals with a dispute, falling-out or strong disagreement between individuals or groups. If successful, it leads to the restoration of people’s relationships. This can be applied to the kinds of disputes that take place within families, in neighbourhoods, between couples or in the workplace

Judicial: Relating to a judge, court of law or the administration of justice

Litigation: Legal proceedings, a judicial contest to determine and/or establish legal rights

Mediation: A way of resolving disputes through the intervention of an impartial third party

Mediator: A trained professional who helps others to resolve their disputes, but without determining the terms of the agreement that brings about that resolution

Negotiation: The primary method of alternative dispute resolution: a dialogue intended to resolve disputes; usually by reaching an agreement and sometimes by improving mutual understanding or clarifying a misperception

Parties: Commonly-used term for the individuals or organisations that are in dispute. Also, what you throw when your disputes are finally resolved!

Restorative justice: A means of engaging the victims and perpetrators of crime and the communities affected by such crimes, in search of solutions that promote repair, reconciliation and the rebuilding of relationships. Usually involves promoting safe dialogue between victims and offenders, facilitated by an impartial third party

Shuttle mediation: A form of mediation where the mediator talks separately to each party, in order to help them privately express their needs and concerns, and/or to formulate possible settlement options. Can be used either where parties wish to keep information private, or where there are risks in bringing them together

Workplace mediation: Mediation between colleagues, managers, staff, teams and groups of people in a place of work. A voluntary and future-focussed means of restoring constructive working relationships without recourse to more formal measures

glossary of terms

47

contacting us

Firstly we would like to thank you for taking an interest in our training prospectus, and we hope that it answered all of your questions! If you would like to get in touch please use one of the following ways:

Website: www.ukmediation.netIf you require further information concerning course dates, finding a mediator, or if you want to find out more about mediation in general, please visit our website.

Booking by phone: 01773 822222For those of you that would rather book over the phone, we have incorporated this facility, which makes payment fast and simple. This also allows you to talk to a trainer or adviser before you make the decision to book. Call 01773 822222 to book a course or speak to one of our advisors.

Booking online: [email protected] can book your place on a course through our website or alternatively we can e-mail you a booking form, which can be emailed back to us. We will then deal with it within 24 hours, to ensure that your place is confirmed.

Booking by post: 8 Green Lane, Belper, Derbyshire, DE56 1BY Alternatively you can complete a booking form and post it back to us. The booking forms can be downloaded online or we can send you one with our information pack on request.

We also accept payment via all major credit and debit cards.

© 2013 UK Mediation Ltd. all rights reserved. All aspects of this training prospectus are copyrighted by UK Mediation Ltd. and must not be reproduced in any form without permission.UK Mediation is a ISO9001 registered company. 46

“As a team, we are all agreed that this course is up there with the best training we have ever had!”

JB, HR Manager

Head Office8 Green LaneBelper Derbyshire DE56 1BYt: 01773 822222f: 01773 827155

London BranchGolden Cross House8 Duncannon Street

LondonWC2N 4JF

t: 0800 772 0778f: 0207 484 5100

[email protected]

Documents

UK Mediation Prospectus