2 Responses

1. basics
   Jarlath
   It might help to start off by getting them to define what they understand by “mediation” and what is different between it and “arbitration”,
   “conciliation” amd “negotiation”
   (you may even have to mediate if they get irritated!)
   R

2. Back to the Beginning
   I teach this class, and I start by asking the group how they resolved disputes when they were children. I first ask what they did with siblings or other children on the playground. I have them call out the answers and list their responses such as “Fight”, “Runaway”, “Revenge”, “Cry”, “Tattle”. Then I ask them how their parents resolved conflict with eachother. And list those responses. Then I simply say, “Ladies and Gentlemen, these are your conflict resolution tools.” And I tell them that the rest of the day is about learning NEW tools to resolve conflict in the workplace.