Manager-as-Mediator: Make the SHIFT Through Conflict Course

Overview

This course, offered in partnership with ADR Vantage, Inc., is designed for managers and supervisors. It introduces the practical SHIFT Framework for manager-led mediation in everyday workplace situations, from coaching employees through difficult conversations to navigating high-stakes dynamics and strengthening team accountability.

Syllabus

Module 1: Reframing Conflict

Understand the purpose and framing of conflict, including psychological safety, recognizing conflict as a normal part of work, and the role of the manager as mediator.
Reflect on personal approaches to conflict by identifying current challenges, lessons learned, and areas for growth.

Module 2: SHIFT Framework Overview

Understand the components of the SHIFT Framework, including setting up the conversation, hearing each perspective, identifying needs, finding solutions, and tracking agreements.
Apply the SHIFT Framework as a structured approach for managing conflict with clear sequencing and discipline.
Differentiate between reactive and structured approaches to conflict management.

Module 3: Set Up and Perspectives

Set up the conversation by clarifying purpose and desired outcomes, establishing guidelines and expectations, and defining the facilitator role as neutral and process-focused.
Practice opening the conversation by developing a clear narrative and setting the tone for productive dialogue.
Hear each perspective by applying active listening, maintaining neutrality, using paraphrasing and inquiry, and reducing defensiveness.
Practice paraphrasing and questioning techniques to support balanced and effective communication.

Module 4: Needs and Solutions

Identify needs by distinguishing between positions and underlying interests, as well as recognizing priorities and concerns.
Find solutions through collaborative problem-solving, generating options, encouraging shared ownership, and increasing accountability.
Practice applying mediation techniques in a managerial role through guided exercises and feedback.

Module 5: Agreements and Closure

Track agreements by identifying key elements, establishing accountability, and planning for follow-up.
Practice applying the SHIFT Framework from beginning to end in a structured mediation scenario.

Module 6: Integration and Action Planning

Apply course concepts to real-world situations by preparing for upcoming workplace conversations.
Develop effective opening language to initiate productive and constructive dialogue.