Two days, 9.30am to 4.30pm


Tea and Coffee on arrival and at mid-morning break;
light lunch.

About our Certificate in Conflict Management and Mediation Skills

This two-day, interactive training programme helps managers build the knowledge, skills, and confidence to constructively and effectively manage workplace conflict through mediation. By harnessing the potential of the experience and managing its impact, workplace situations can be improved.

Topics of discussion will include:

Addressing poor performance in teams/individuals;
Conflict management skills;
Intervening in conflict situations;
Manage difficult conversations;
Positive and negative manager behaviour when dealing with issues;
Responding to conflict situations; and
Understanding your personal conflict management style.

Learning Outcomes

Following the successful completion of the course, attendees will have acquired a knowledge and developed skills and techniques that will give them the ability to perform better in this complex and demanding role.

During the course of the training, participants will learn how:

To consider the role and responsibilities of line-managers in managing conflict.
To explore the dynamics of conflict.
To develop key skills for effective conflict management.
To identify strategies for building a conflict competent work environment.


The training for this Certificate is made up of many parts, and will include: presentation and input; small group work; skills-building activities; interactive group discussions; observed role play with feedback; and assessment.

Intended Audience

This course is designed for public servants who may be faced with conflict in their working environment.

Upcoming Dates

Did you know?

PAI offer all of our courses as In-House programmes. For more information, see our page on In-House Training.