International Workplace Mediators Training Program
4th - 8th May 2026
Dusit Thani Hotel, Dubai U.A.E.
Meet Our Trainer
Emma McAndry
Emma McAndry is a Civil Mediation Council (CMC) Registered Mediator for both Civil/Commercial and Workplace mediations with over a decade of experience in mediating. She has gained Fellowship of the CMC in recognition of her ‘extensive mediation experience’ and was shortlisted in the top 3 Workplace Mediators at the UK National Mediation Awards (NMA) 2022/23. She has successfully mediated hundreds of workplace disputes for a wide range of industries, office workers, managers and staff/teams, with a mixture of 2 party and multiple party mediations. Emma has delivered 100’s of training programs and workshops including worldwide. She was shortlisted for Mediation Trainer of the Year in the NMA 2020, which she went on to win in 2022/23, in recognition of her quality training. Emma has over 20 years of training and teaching experience, including 15 years as an academic where she gained Associate Professor in Mediation. She has also presented at and chaired numerous national and international conferences on various mediation topics.
Learning Outcomes Key Topic
By the end of this training, participants will be able to:
- Understand the theories and consequences of conflict and how it impacts behaviour and reactions.
- Identify the process and principles of mediation in a workplace context.
- Explain the role of a mediator.
- Understand how to prepare for a workplace mediation and the practicalities to undertake.
- Conduct a Workplace Mediation from the very start and guide disputants to points of agreement.
- Draft Heads of Agreement reflecting the solutions reached by the participants.
- Develop and implement communication skills and mediator techniques.
- Understand mediation theory and ethics.
Reason To Attend This Training
- Enhance your skillset by gaining invaluable transferable communication skills: Learn how to actively listen, communicate and obtain information, how to reframe to reduce negativity, and deal with emotions, amongst other techniques.
- Optimize Career Progression: Conflict resolution skills will set you apart and open enhanced roles.
- Enhance Culture in your organization: mediation fosters communication, respect and collaboration. By resolving disputes early, a more positive workplace culture will result.
- Reduce the Expensive: Cost of Conflict to your organization.
- High demand for Workplace Mediators: Conflict is a common occurrence in the workplace, between colleagues, teams, departmental heads or between employees and line managers/team leaders.
- Gain hands on experience of mediating: In a safe and supportive environment, you practice the role of mediator and receive developmental feedback to constantly improve.
- Learn from Industry Experts & Case Studies: Engage with real-world case studies from an Award-Winning practicing mediator, and apply practical insights to your organization.
- Earn an Internationally Recognized Certification: Boost your career prospects by gaining an International certification in Workplace Mediation, recognized globally, demonstrating your expertise to employers.
Course Details
1.Welcome
  1.1.Registration
  1.2.Introductions
  1.3.Ethos of mediation
2.Theory of Conflict
  2.1.What is conflict and the escalation of conflict
  2.2.Causes of conflict: The challenges of the modern workplace
  2.3.Causes of conflict: Perceptions and Attribution theory
  2.4.Causes of conflict: Moore Circle of Conflict
  2.5.The effect of conflict: behaviour (Amygdala Hijack)
  2.6.The effect of conflict: responses (Thomas Kilmann)
  2.7.The effect of conflict in the workplace: the cost (financial and human)
3.Mediation Theory 1
  3.1.What is workplace mediation (cf employment mediation)
  3.2.Principles of mediation
  3.3.The Mediator’s role, including CMC registration and co-mediation
  3.4.What to mediate – typical cases and where to exercise caution
  3.5.Advantages and disadvantages of mediation
4.Mediation Theory 2
  4.1.Positions vs Interests
  4.2.Positional bargaining vs Principled negotiation
  4.3.Relevance to mediator and dealing with different styles
5.Mediator Skills 1
  5.1.Body language and exercise
  5.2.Active Listening
  5.2.1.The r  ole/importance of AL
  5.2.2.Demonstrating you’ve listened
  5.2.3.Exercise in listening   and absorbing information
  5.3.Obtaining Information
  5.3.1.Open questions
  5.3.2.Acquiring detail
  5.3.3.KISS
6.Mediation Skills 2
  6.1.1.Reframing
  6.1.2.Mirroring
  6.1.3.Process opinion
  6.1.4.Normalise
  6.1.5.The other party’s shoes
  6.1.6.Reality testing
  6.1.7.Language
  6.2.Emotions
  6.3.Consolidation
1.Structure of a Workplace Mediation
2.Pre-Mediation work
  2.1.1.Pre-mediation Contact
  2.1.2.Preparation
3.Initial Meetings with the Participants
  3.1.1.Confidentiality
  3.1.2.Explaining mediation and mediator’s role
  3.1.3.Rapport building
  3.1.4.Exploring their perspective of the dispute
  3.1.5.Exploring what they want to achieve
  3.1.6.Prepare participant for Joint
4.Mediation Practice – Initial Meetings
  4.1.Demo
  4.2.Role Play Practice 1
  4.3.Feedback
  4.4.Role Play Practice 2
  4.5.Feedback
  4.6.Role Play Practice 3
  4.7.Feedback
5.Preparing for Joint
  5.1.Arrangements – venue and timing
  5.2.Consider the Issues
  5.3.Agreement to Mediate
  5.4.Consider Power Imbalance
  5.5.Skills reminder
1.The Joint Meeting
  1.1.Mediator’s Opening Statement
  1.2.Demo
  1.3.Practice
  1.4.Participants Opening Remarks
  1.5.Agenda setting
  1.6.Working through the Issues
  1.7.Generating Options and future focus
  1.8.Individual Check Ins?
2.Mediation Practice – Joint
  2.1.Demo
  2.2.Role Play Practice 1
  2.3.Feedback
  2.4.Role Play Practice 2
  2.5.Feedback
  2.6.Role Play Practice 3
  2.7.Feedback
3.Heads of Agreement
  3.1.Record agreements as they happen
  3.2.Record conciliatory gestures and positive comments
  3.3.Practicalities and Contingencies
  3.4.Drafting
  3.5.Sharing?
  3.6.Practice
4.Review?
  4.1.Whether, and when
  4.2.How
5.Assessment criteria (explanation)
  5.1.Preparation for Mock
1.Mock
  1.1.Review of main skills and structure
  1.2.Full run through with full feedback
  1.3.Preparation for assessment
Day 5
Assessment
Session 1: Assessment
1.1.Independently assessed
Course Fee
- Main Office: 105 Shannon Rd, St. Augustine, FL 32095, USA
- Branch Office: Office # 209, 2nd floor, Noor Trade Center, Gulshan Iqbal Block 13 - A, Karachi, Pakistan
- +92-301-2938376
- training@indulead.com