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.


Margaret Bouchier is a leading employment mediator, facilitator, trainer and investigator. Her interest in team dynamics and collaborative workplace development originated from her work as operations manager with creative teams in the graphic design field throughout the 90s and early 2000s. She is an experienced and highly-regarded trainer who has devised and delivered a broad range of training programmes through Working Solutions and Erwin Bouchier Professional Solutions. She was recently awarded the EMIN 2016 Sheeren Award for her work in relation to the development of ethical standards in elder mediation.

Karen Erwin started her professional career as a lawyer and was, for 15 years, a commercial litigation partner in A&L Goodbody, where she developed her practice in employment cases and contract law. In 2002, after eight years as Executive Director and General Counsel at The Irish Times, Karen trained as a mediator and established her own company, Erwin Mediation Services Ltd – which is one of the leading mediation providers in Ireland. Karen’s training style is very interactive and she gets points home by giving “living” examples derived from her wealth of experience either as a Mediator or as a chairperson.

Upcoming Dates

Click here to register your interest for 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.