We offer a comprehensive catalog of
training seminars centering on conflict related themes. Our seminars are lively,
interactive and participatory. Participants take a concrete set of skills from the
trainings.
In our complex society, there appears to be a growing need to seek faster, simpler and less costly ways to resolve the inevitable disputes of modern life. Increasingly, organizations are resorting to the use of Mediation and other forms of alternative dispute resolution to resolve internal and external disputes.
International Mediation Consultant, Mark Stein will lead an interactive presentation on this new, yet age-old conflict resolution technique. Through role play and discussion, Stein will introduce the principles of Mediation as a tool to resolve disputes, will explore applications for its use, and give an overview of the spectrum of conflict resolution techniques. [Sample Agenda]
"Dealing with Irate Customers" (3-6 hours) [Sample Agenda]It seems that everyone is getting more unruly and less respectful to sales and service providers. As an example, American Airlines reported a jump in the number of physical assaults of flight attendants from 33 in 1994 to 140 in 1995. With more pressures at home and less time to do what needs to be done, customers appear to have shorter fuses and less respect for those who deal with them in the business world.
In this participatory workshop, Mr. Stein extends the skills he has developed mediating thousands of disputes to those who have to deal with the more tense and potentially explosive situations that irate customers present. Participants will learn practical skills on how to better deal with the public on its worst behavior. [Sample Agenda]
Culturally, African-American and Anglo-American communication styles differ dramatically. However, due to a lack of information and experience, few people of either group understand the communication patterns and norms of the other.
This dramatic seminar, presented by Mediation First consultants Mark Stein and George Harrison, will highlight the different communication styles of each racial group and examine why misunderstandings and conflicts are a natural outgrowth of these differences.
Attendees of this workshop will gain a new understanding of how to deal with communication styles of a racial group other than their own.
Out with the old. In with the new. The theory and purpose of management has changed dramatically over the past decade with top down, dictatorial models yielding way to the more subtle facilitative management style. Yet few managers have mastered the art.
