The Maximum HR Workplace Mediation Programme 2018

An intensive 6-day programme, designed specifically for HR professionals and their line management colleagues, giving you a nationally recognised qualification in workplace mediation

A six-day modular programme – in two blocks of three days each – featuring:

  • Two professional facilitators / coaches / assessors
  • Four professional actors
  • 40 hours of facilitator contact time
  • Comprehensive course materials
  • Continuous assessment
  • Post-workshop one-to-one telephone coaching session with the lead facilitator before your first live workplace mediation
  • Certificate of attendance for CPD purposes

Use of workplace mediation is steadily increasing. And twice as many organisations use internal mediators than use external ones.

No surprise, then, that more and more HR professionals are looking for a workplace mediation qualification.

And what better qualification to choose than the nationally recognised foundation workplace mediation training programme and delivered by a team led by an experienced mediator with a very strong HR background and many years of experience designing and delivering training programmes for HR and line management alike?

Especially one that makes a unique offer. Reporting on ‘The benefits of using mediation to resolve workplace conflict’, the highly respected Institute for Employment Studies commented on the need for organisations to train line managers as well as HR professionals in mediation skills. So here’s our unique offer: any HR professional attending this programme can bring a line manager colleague for free. No strings attached, so book now!

View our interactive booklet!

MHRWMP London 2018 cover__(large)

Or download a printer-friendly version of the interactive booklet’s content HERE.

2018 programme dates
  • Module 1: 20-22 March 2018
  • Module 2: 26-28 March 2018

This intensive modular foundation programme (delivered in two blocks of three days each) is designed for HR practitioners, line managers and others who wish to undertake workplace mediations.

Based on the facilitative mediation approach, it has a specific focus on helping to resolve interpersonal disputes within the workplace.

It will enable you to explore and develop the behaviours, skills, attitude and knowledge required to apply the process of workplace mediation effectively, in order to help resolve interpersonal disputes in the workplace. You will then be able to help those involved in a dispute to work through their issues in a constructive way, learn how to resolve their conflicts with each other, and ultimately take ownership of the mediation agreement and rebuild their relationships.

A special feature of our workplace mediation programme, and one that delivers the best results in making it truly experiential, is our use of theatrical and interactive drama-based methods throughout the workshop.

This includes live demonstrations of the mediation process by the facilitator team, forum theatre for the participants to observe and be involved in, participative role plays and professional actors to support the learning. Experience has shown that actor-based role play can be a very powerful method of re-creating reality and enabling participants to reflect on many of the behaviours and skills explored during the training and ultimately bring about behaviour change. Our professional actors are, of course, highly skilled at being able to improvise and recreate reality, but we have also trained them in coaching and feedback skills so they are able to engage in very constructive feedback and reflection discussions with the participants, following the role plays. All of these methods engage participants in a very active way and provide a very enjoyable and memorable learning experience – helping the learning to stick.

This programme will qualify you for mediating workplace disputes.

By the end of the programme, you will have met all of the foundation learning objectives, by understanding and being able to demonstrate:

  • Your own and others’ responses to conflict
  • Positions and interests
  • The aims and principles of mediation as distinct from other dispute resolution processes
  • The impartial role of the mediator
  • The mediation process
  • The difference between constructive and destructive conflict
  • Effective communication skills
  • The difference between facts and feelings
  • The skills and qualities required by a mediator
  • The need to work effectively as part of a co-working team or as a solo mediator
  • How to prepare for and organise individual meetings with disputants
  • How to conduct joint meetings with disputants
  • How to assist disputants to sort their issues into a workable agenda
  • The impact of disruptive behaviour in a joint meeting and how to address it
  • The effect of power imbalance on the mediation process and how to address it
  • How to assist disputants to generate and assess options
  • The criteria required to construct an agreement
  • What can and cannot be mediated
  • The effects of stereotyping and prejudice
  • The importance of self-reflection and monitoring your own assumptions, prejudices and responses

You will also have achieved additional learning objectives appropriate specifically to workplace mediation, by being able to:

  • Define mediation generally, its principles, nature, benefits, styles and application – and specifically how workplace differs from other forms of mediation
  • Build understanding of how people in a dispute think, feel and behave, and how this contributes to the dispute
  • Show enhanced levels of self-awareness and self-confidence in terms of the practice of workplace mediation
  • Explore key themes related to the practice of workplace mediation
  • Describe and demonstrate the 7-stage workplace mediation process – and how to apply it effectively in order to help resolve interpersonal disputes in the workplace
  • Describe and demonstrate the blend of interpersonal skills required, in order to apply the mediation process in a helpful way
  • Describe and demonstrate how impartiality and empowerment work in practice, when mediating interpersonal disputes in the workplace
  • Explore the next steps and support available

And, most importantly, you will have developed your skills and confidence in this area by:

  • Conducting a series of mock workplace mediations – based on given scenarios – using actor-based role play exercises
  • Undergoing a series of assessments, in order to evaluate competence to practise as a workplace mediator
Module 1 outline


You will be asked to complete a mediation skills self-assessment checklist before the workshop, for discussion and exploration during the workshop itself.



1 Welcome
  • Programme aims, objectives and structure
  • Introductions, experiences and expectations
  • Context and rationale – the need for, and purpose of, this training programme
  • Scene setting for ‘First Impressions Feedback’ – as part of mediator self-awareness
2 Understanding workplace mediation
  • What is mediation and how does it work?
  • The nature and principles of mediation
  • How mediation differs from other ADR methods
  • What specifically is workplace mediation (compared to, say, commercial mediation, domestic mediation, etc)?
  • How does workplace mediation differ from other forms of mediation?
  • Workplace mediation – the importance of having a neutral third party to mediate
  • The aim of workplace mediation
  • Styles of mediation
3 When – and when not – to use workplace mediation
  • Suitability and appropriateness of mediation generally and workplace mediation specifically
  • When not to use mediation generally and, specifically, when not to use workplace mediation
  • An early mediation intervention can bring order out of chaos
  • Safety in mediation
  • Co-mediating
  • Anti-discriminatory practice / working with diversity
4 Overview of the 7-stage workplace mediation process
  • Stage 1: The set-up
  • Stage 2: First face-to-face contact with each of the parties privately
  • Stage 3: Identifying the key issues
  • Stage 4: Exploring separately the emotional readiness of each of the parties to engage in the joint meeting
  • Stage 5: The joint meeting
  • Stage 6: Building agreements
  • Stage 7: The follow-up
5 Stage 1: The set-up
  • Understanding the brief from the referrer / commissioner
  • Making contact with each of the parties separately in order to have initial preliminary talks with them, explain about the agreement to mediate and confirm the practical arrangements
6 Stage 2: First face-to-face contact with each of the parties privately
  • Preparing the venue / room layout
  • First contact with each of the parties separately in order to explore the story from both parties’ perspectives
  • The mediator’s opening statement
  • Setting the scene and building rapport
  • Live demonstration of what the first one-to-one private meeting can look / sound like
  • Exploration of some of the key skills required – listening, questioning, summarising, empathy, genuine curiosity
  • Recognising the difference between facts and feelings
  • Role plays – opening a first contact private meeting, setting the scene and building rapport
  • Feedback and reflection on the role plays
7 Review of day 1



1 Reflections on learning from day 1
2 Stage 2: First face-to-face contact with each of the parties privately (continued)
  • A conversational framework that can be applied by the mediator when talking with each of the parties separately
  • To encourage each party to put together an opening statement, in preparation for the joint meeting
  • Maintaining impartiality and objectivity throughout
  • Confidentiality
  • An exploration of the blend of skills that can be used when applying the conversational framework, ie, listening, questioning, summarising, rapport, reframing, challenging constructively
3 Stage 3: Identifying the key Issues
  • Setting out the various issue identified during the first contact private meetings into a workable agenda for discussion during the joint meeting
4 Themes
  • Communication theory
  • Power and empowerment
  • Role plays – conducting the first contact meetings with each of the parties separately, based on given scenarios and identification of the key issues
  • Feedback and reflection on the role plays
  • Exploration of some of the key skills applied – listening, questioning, reframing, summarising, empathy, genuine curiosity etc.
5 Key skills review and practice
  • The ability to maintain a positive / helpful state of mind
  • Being present and sharpening use of the senses
  • Being genuinely curious
  • Rapport
  • Listening
  • Different types of questioning
  • Empathy
  • Silence
  • Reframing
  • Summarising and reflecting
  • Body language, tonality and observation
  • Feedback
  • Assertiveness
6 Review of day 2



1 Reflections on learning from day 2
2 Mediator self-awareness and development
  • Understanding conflict and responses to it
  • Positions, interests, needs
  • Constructive and destructive conflict
  • Responses to own and observed conflict
  • The drama triangle
  • Prejudice and stereotyping awareness and reduction, unconscious bias
  • Emotional intelligence
  • First impressions feedback delivery
3 Stage 4: Exploring separately the emotional readiness of each of the parties to engage in the joint meeting
  • Checking in with each of the parties separately, to explore whether they are emotionally ready to engage in the joint meeting
  • Re-clarifying the issues, constructively challenging and re-prioritising the issues, and finalising the issues to be addressed in the joint meeting
  • The power of apology in workplace mediation – what does this look and sound like – assisting the parties to apologise should they feel empowered and recognise the need to do so
  • Reviewing the opening statement of each party
  • Role plays – conducting the emotional readiness meetings with each of the parties separately, based on given scenarios and identification of the key issues
  • Feedback and reflection on the role plays
  • Exploration of some of the key skills applied – listening, questioning, reframing, summarising, empathy, genuine curiosity
  • Briefing of the first of the written assessments – to be completed between modules 1 and 2
4 Review of day 3
  • Having completed the first module, participants will undertake the first of the written assessments before returning for the second module
Module 2 outline



1 Welcome back
  • Reminder of programme aims, objectives and structure
  • The focus of the second module
  • Check-in – the first of the written assessments that all participants should have completed
  • Reflections on the learning so far
2 Stage 5: The joint meeting
  • Preparing the venue / room layout
  • The mediator’s introduction and opening statement to the joint meeting – to also include signposting and ground rules
  • Setting the scene and building rapport
  • The parties opening statements and mediator summaries
  • Managing the exchange – by exploring and working on the issues, clarifying and prioritising the key issues for each party and facilitating the conversation
  • Focusing on similarities
  • Encouraging parties to express their feelings
  • Positions, interests and needs
  • Maintaining control of the interaction
  • Managing disruptive behaviour
  • Private sessions (caucuses)
  • Exploring and assessing options
  • Keeping it safe and keeping things moving
  • Creating a positive atmosphere and a momentum towards agreement
3 Stage 6: Building agreements
  • Reality testing of the options
  • Agreeing actions
  • How to construct an agreement
  • Firming up the agreement
  • Closing the mediation
  • Role plays – conducting joint meetings based on given scenarios and reaching an agreement
  • Feedback and reflection on the role plays
4 Review of day 1



1 Reflections on learning from day 1
2 Stage 7: The follow-up
  • Potential follow-up after the mediation to check how everything is progressing
3 The rehearsal
  • The rest of this day is a skills practice ‘rehearsal day’ – using actor-based role play – in which participants will be provided with ample opportunity to practice applying the mediation process in its entirety from start to finish – based on a given scenario.
  • Conducting workplace mediations based on a given scenario, using actor-based role play and followed by feedback and reflection. Participants will take on the role of the mediator and the actor will take on the role of the parties in conflict. This exercise will be repeated three times, using a different scenario each time.
4 Additional guidance and practical tips
  • The mediator’s role in managing the process from the outset
  • How to deal with particularly challenging situations
5 Preparation for assessment
  • Planning and preparing for the role play scenarios that will be assessed the following day
  • Participants will be provided with a different role play scenario each, which they will be required to prepare over-night, in order to conduct a mediation the following day as part of their final practical assessment.
6 Review of day 2



1 Reflections on learning from day 2
2 The final practical assessment
  • This will be the final practical assessment day – using actor-based role play – in which participants will be assessed applying the mediation process, based on the role plays they were provided with and have spent time preparing the night before
3 Final role play assessments
  • Role play assessment – using actor-based role play
4 Next steps
  • The road back – making the transition from workplace mediation training to practising as a mediator
  • The role of supervision and reflective practice
  • Having completed the second module, participants will be required to complete two further written assessments and to return them by the deadline agreed
  • Continuing professional development
5 Next steps
  • Final reflections
  • Action planning
  • Evaluation
  • Close
Your programme director

Kassam Jaffer

KasJb+wKassam (Kass) is a trainer, facilitator, workplace mediator, coach, workplace investigator and HR consultant with more than twenty years’ experience as an independent management / people development consultant – working at all levels of an organisation.

His extensive client list includes such organisations as British Airports Authority; Crown Prosecution Service; Taylor Wimpey,; University College London; University of West London; Carillion Construction; James Black Foundation; South West Trains; Transport for London; Chambers Corporate Travel; Soho Gyms; South Central Trains; Dreamticket Holidays; Trinity House Light House Service; Avon Fire Brigade; Corey Environmental; Meggitt Aerospace; Qinetiq; Bindmans; Westminster City Council; East Midlands Trains; Network Rail; Balfour Beatty; Ministry of Justice; Youth Justice Board; Veolia Water Solutions UK; Department for Heath; Johnsons Apparel Master (JAP); Jungheinrich UK; First Great Western Rail; Veolia Water Solutions North America; World Federation (North America); University of Bath; Rush Hairdressers; Sadara Chemicals (Saudi Arabia); Veolia Water Solutions Saudi Arabia; Keolis Amey Dockland; Saudi International Petroleum Company (SIPCHEM) etc, etc, etc.

Kass has an MA in Human Resources as well as being an accredited workplace mediator, conflict coach, workplace investigator, learning and development facilitator, an MBTI / Belbin Interplace practitioner and a Fellow of the Institute of Training and Occupational Learning (FITOL). He is also very experienced in amateur dramatics, a skill he puts to excellent use in his very dynamic and engaging workshop deliveries – supported by his team of professional actors.

His key areas of expertise are:

  • Workplace mediation Delivering mediation training across the UK and internationally and conducting workplace mediation interventions, to help resolve interpersonal disputes.
  • Diversity consulting Working with clients to develop holistic diversity strategies, conducting diversity audits and developing and delivering a range of diversity and dignity at work training workshops from Board level to front-line staff.
  • Workplace investigations Conducting independent investigations; chairing independent disciplinary and grievance hearings as the ‘hearing officer’ and arriving at decisions and outcomes; providing training and coaching on how to conduct investigations and hearings.
  • Performance management Working with clients to develop a strategic and an operational approach towards performance management.
  • Employee relations Helping organisations manage capability and conduct issues, acting as a point of technical reference for clients and providing expert guidance and practical support on a range of employee relations issues.
  • HR training and management development Designing and delivering a range of practical workshops and delivering one-to-one coaching.
Fact file


Module 1: 20-22 March 2018
Module 2: 26-28 March 2018


The foundation mediation programme is required to be a minimum of 40 hours, at least 35 of which will be trainer/trainee contact time. Our programme is made up of 39 hours of trainer/trainee contact time in total across both modules plus some three hours in their own time working on three assessments, thus providing more than the minimum 40 hours learning.

Our typical timetable for the day is as follows:

  • 8.45 onwards – registration and coffee
  • 9.15 – morning session (with a 15-minute break at 11.00)
  • 1.00 – buffet lunch
  • 1.45 – afternoon session (with a 15-minute break at 3.30)
  • 5.00 – close

Buffet lunch, refreshments, materials and certificates included.


All sessions are held at our regular venue, the British Dental Association, 64 Wimpole Street, London W1G 8YS – a ten-minute stroll from Oxford Circus / Great Portland Street tube stations.


This is an intensive 6-day programme, structured to meet the requirements for workplace mediation training at foundation level.

The programme is very interactive, with numerous exercises, demonstrations and role plays featuring the Programme Director and his team of facilitators and actors.

Assessment and feedback takes place throughout the week.

One-to-one feedback is given at the half-way point.

Daily reflective logs are kept in a journal that you will be encouraged to make use of throughout the workshop.


The final assessment includes observed role plays with the actors (these will be videoed) – based on competence performance criteria.

Some written exercises are included in the final assessment based on a case study you will
undertake on the programme.

You will also write a self-assessment of your mediation skills. This is based on the strengths you bring to mediation and on those other areas in which you feel that you need to develop further.

Finally, you will prepare a brief action plan about how you will take mediation forward, within the context of workplace disputes, following the training.

Attendance at all six days of the two workshop modules is mandatory if you are to receive your accreditation.

The Programme Director and facilitation team will fully support you and all the other participants throughout the workshop, in order to ensure that you can all demonstrate competence during all aspects of the programme and assessments and thus achieve certification.

Group size

We limit the group size to between 6 and 12 to ensure the ideal participant : trainer ratio and to get the most from the role play sessions that run throughout the programme.


Depending on your professional affiliation, this programme may also count towards your CPD requirements.

Price and how to book

  • ‘Early bird’ price: £1,995 + VAT per person (for all bookings received by 20 February 2018)
  • Standard price: £2,495 + VAT per person (for all bookings received on or after 20 February 2018)
  • 25% discount for second place booked (unless an HR professional is accompanied by a line manager, in which case the line manager’s place is free of charge)

Flexible payment terms for self-funding applicants.

To book, please complete the form at the bottom of the page and email it to

The in-house option

This programme is also available on an in-house basis. If you are interested in this option, please give Helen Nuttall a call on 01582 714280 to talk it through. She will happily put you in touch with the Programme Director for a more detailed discussion as to how the programme can be tailored to your specific requirements..

How to book

Just complete and return the relevant booking form and we’ll send you an invoice or VAT receipt as appropriate.

Please send your completed form to

2017 booking form

Our open programmes get great feedback. Give us a call on 01582 714280 if you’ve got any questions or if you’re interested in running this on an in-house basis for your organisation.