Conflict Resolution and Mediation for Public Administrators Training Course

Introduction

In the complex and often multi-stakeholder environment of public administration, conflicts are an inevitable part of daily operations, ranging from inter-departmental disputes to disagreements with citizens or external partners. This intensive 5-day training course is meticulously designed to equip public administrators with the essential theoretical understanding, practical skills, and ethical frameworks required to effectively navigate, manage, and resolve conflicts, ultimately fostering more harmonious working relationships and improving public service delivery.

This program moves beyond simply identifying conflicts, focusing on proactive strategies for de-escalation, constructive communication, and the application of various mediation techniques. Participants will gain actionable insights into analyzing conflict dynamics, building consensus, and leading resolution processes that transform disputes into opportunities for collaboration, ensuring more efficient government operations and enhanced public trust.

Duration: 5 Days

Target Audience

  • Public Administrators and Managers at all levels
  • Human Resource Professionals in the Public Sector
  • Public Relations and Communications Officers
  • Project and Program Managers
  • Anyone involved in managing teams or interacting with diverse stakeholders in government.

Objectives

Upon completion of this course, participants will be able to:

  • Understand the nature and causes of conflict in public administration settings.
  • Develop effective communication and de-escalation skills for managing conflict.
  • Apply various conflict resolution and mediation techniques.
  • Foster a collaborative approach to dispute resolution.
  • Lead processes that transform conflict into constructive outcomes.

Course Modules

Module 1: Understanding Conflict in Public Administration

  • Defining Conflict: Types, Levels, and Dynamics
  • Common Sources of Conflict in Public Sector Environments (e.g., resources, policies, personalities)
  • The Impact of Conflict: Positive and Negative Outcomes
  • Conflict Styles: Assessing Your Preferred Approach
  • The Role of Power Dynamics in Public Sector Conflicts

Module 2: Communication Skills for Conflict De-escalation

  • Active Listening and Empathetic Responding
  • Non-Violent Communication Principles in Conflict Situations
  • De-escalation Techniques for Heated Interactions
  • Managing Emotions: Your Own and Others'
  • The Importance of Body Language and Non-Verbal Cues

Module 3: Conflict Analysis and Diagnosis

  • Tools for Analyzing Conflict Situations (e.g., Conflict Mapping, Onion Model)
  • Identifying Root Causes vs. Symptoms of Conflict
  • Understanding the Interests, Needs, and Positions of Parties
  • Assessing the Readiness of Parties for Resolution
  • Strategic Planning for Conflict Intervention

Module 4: Core Principles of Conflict Resolution

  • Distributive vs. Integrative Bargaining in Conflict Resolution
  • Principled Negotiation (Getting to Yes) Framework
  • Building Trust and Rapport in Conflict Situations
  • Creating Win-Win Solutions and Mutual Gains
  • The Role of Neutrality and Impartiality

Module 5: Introduction to Mediation for Public Administrators

  • Defining Mediation and its Role in Dispute Resolution
  • The Mediation Process: Stages and Best Practices
  • The Role of the Mediator: Facilitator, Educator, Catalyst
  • Ethical Considerations for Mediators in Public Service
  • Setting up a Mediation Session Effectively

Module 6: Mediation Techniques and Facilitation Skills

  • Opening Statements and Establishing Ground Rules
  • Active Listening and Questioning Techniques in Mediation
  • Brainstorming Solutions and Generating Options
  • Caucusing: When and How to Use Separate Sessions
  • Drafting Agreements and Ensuring Clarity

Module 7: Managing Difficult Situations in Conflict and Mediation

  • Dealing with Resistance, Anger, and Emotional Outbursts
  • Handling Power Imbalances in Mediation
  • Mediating Multi-Party Conflicts
  • Addressing Impasses and Breakthrough Strategies
  • Post-Mediation Follow-up and Evaluation

Module 8: Building a Conflict-Competent Organization

  • Developing Internal Conflict Resolution Systems
  • Training Staff in Conflict Management Skills
  • Fostering a Culture of Open Communication and Constructive Feedback
  • Integrating Conflict Resolution into Performance Management
  • Leadership's Role in Promoting Harmonious Public Workplaces

CERTIFICATION

  • Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate

TRAINING VENUE

  • Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.

AIRPORT PICK UP AND ACCOMMODATION

  • Airport pick up and accommodation is arranged upon request

TERMS OF PAYMENT

Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com

 

 

Conflict Resolution And Mediation For Public Administrators Training Course in Zimbabwe
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