1. What’s new in Mediation

2. Quick overview  National dispute resolution update  Thinking creatively about using mediation skills  Evidencing the value of your mediation service Give me some feedback? 2

3. 3 Resolving workplace disputes – BIS response to consultation  Pre-claims conciliation  Protected conversations  Setting up regional networks for SMEs  Cascading mediation expertise through your supply chain (retail)

4. Stretching your mediation skills – new developments Varying the models 4 Responding to needs of the parties Responding to needs of the organisation

5. Stretching your mediation skills – new products  Team rebuilding  Conflict coaching/mentoring  Just in time coaching for managers  Neutral assessment  Bullying and harassment work- advisors, focus groups, change management  Complete dispute resolver 5

6. Evaluating mediation services Impact  Efficiencies  Effectiveness of outcomes  Customer satisfaction Process  Set up in the way is was intended?  Managed effectively?  Mediator training – how was this? 6

7. Framework tool for evaluating Return on investment 7 Service management Mediator practice standards Achieving Mediation Excellence

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11. What are your outcomes? Organisational reduces the number of formal complaints of bullying, harassment and grievance reduces financial risk at ET conducted to a consistent process in line with agreed SLAs Employee Parties return to work and re- establish performance Communication is improved between staff Conflict is dealt with quickly and effectively Mediation avoids specific formal complaints supports the wellbeing of staff builds the skills of parties to be able to manage their conflicts more effectively in the future 11