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

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.