THE FICM

ACADEMY
TM TM

Dedicated to the cause of dispute resolution - helping individuals,

families and communities in resolving disputes without “Going to War”.

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 Be a peacemaker.
Disputes are bound to happen in professional settings and in our
personal lives. Preventing damages in terms of time and money, and
FICM offers NEW WORLD
resolving disputes early by using innovative interventions is the only Dispute Resolution training
way we can manage disputes effectively. through short courses and
The innovative non-court dispute resolution approach is growing as
certificate programs.
organizations and individuals are finding merits in resolving their
disputes outside the adversarial, public, slow and expensive We provide courses that teach
litigation process.
how to manage and resolve
Negotiation, conflict resolution and collaboration skills are now conflicts, negotiate better deals,
highly valued among dispute resolution professionals - and greatly
needed - in today’s workplace. In fact, conflict resolution-related communicate more effectively,
positions are expected to grow faster than the average occupation. develop leadership skills and
It’s a market that demands skilled professionals to be qualified with
conflict management certifications.
preserve relationships.

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 THE FICM
Our training creates best-of-breed new world
dispute resolvers and conflict managers in
law students, practicing lawyers, corporate

ACADEMY
leaders, professionals, social workers, judges
and other leaders and stakeholders of our
business and society.

CULTIVATES BEST- FICM Academy’s blended learning delivery format

offers flexible study options and is open to

OF-BREED NEW
students, professionals and learners across all
categories.

WORLD DISPUTE
Materials and tutorials are delivered online and
workshops are held in short intensive face to face

RESOLVERS AND
sessions. The flexible learning options allow
individuals to organize study around their work
and life commitments. The content is highly

CONFLICT
practical and experiential, providing students with
a solid understanding of conflict management in
the new world and innovative application of a

MANAGERS
variety of dispute resolution mechanisms like
arbitration, med-arb, mediation and other tactical
interventions.

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 Strengthen your conflict management
and dispute resolution skills for personal
or professional development, or train to
be a successful professional mediator or
an arbitrator.

CERTIFICATE COURSES
CUSTOM TRAINING
EXPEDITED MODULES /
WORKSHOPS
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CERTIFICATE
COURSES
Ÿ CERTIFICATE IN ALTERNATIVE DISPUTE RESOLUTION
Ÿ CERTIFICATE IN CONFLICT MANAGEMENT
(FOR HUMAN RESOURCE PROFESSIONALS)

Ÿ CERTIFICATE PROGRAM IN PROFESSIONAL ARBITRATION

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CERTIFICATE IN
Assessment Methods

There will, in general, be three main methods of assessment

ALTERNATIVE DISPUTE
on this program:

Ÿ Online interaction (grade based on work on online

activities throughout the course)

RESOLUTION
Ÿ Coursework (may be written, oral or role-play based)
Ÿ Examination (usually closed book, can be taken in a
venue near to the student)

Timely and successful completion of written and oral

assignments is required. To receive your Certificate of
Completion, you must have a score of 70% or better on
Discover the time-proven process to find win-win Snapshot assignments.
solutions to nearly any conflict thereby saving
time, reducing costs, eliminating litigation and Ÿ Format: Online course, Personal Benefits
preserving valuable relationships. offered in downlodable
format. Ÿ Become more persuasive and get the best deal in a
Learn how to resolve conflict by cultivating co- Ÿ Hours: 42 hours, 7 negotiation
operation and understanding, find a solution that weeks Ÿ Learn to prepare effectively for all types of negotiations
allows both parties to win, above all, learn how to Ÿ When: Bi-monthly start Ÿ Handle difficult negotiators with confidence
protect the relationship while solving the problem. dates Ÿ Resolve disputes while preserving relationships
You will learn how to use Principled Negotiation Ÿ Know when to say yes, and how to say no
and learn how to mediate disputes. You will Course Topics Ÿ Learn a process to mediate disputes
develop the practical skills and techniques you
need to resolve disputes effectively with Ÿ ADR: History, Origins, Organizational Benefits
confidence. and Growth
Ÿ The Art of Negotiation Ÿ Save your organization time and money by helping you to
Participants will learn negotiation skills and how to Ÿ The Mediation Process negotiate better deals
select the most cost-effective and least intrusive Ÿ Arbitration Ÿ Optimize problem-solving internally and with clients
Dispute Resolution method to achieve the most Ÿ Labor Relations and Ÿ Protect and strengthen key relationships with suppliers,
positive result for both parties. Collective Bargaining customers, the government, employees and other
stakeholders
Students will understand the processes and Learning Methods Ÿ Reduce the number of complaints and grievances by
methods of ADR techniques; learn the proper preventing unnecessary conflicts
application and limits of ADR techniques; Ÿ INDIVIDUAL PROJECTS Ÿ Resolve workplace conflicts quickly and effectively to
appreciate the ethical considerations involved in Ÿ LECTURES maintain productivity and morale
ADR;and develop a basic ability to apply ADR Ÿ RESEARCH Ÿ Create more productive employees who can
methods. Ÿ TUTORIALS communicate and negotiate effectively with other
employees and clients/customers
Ÿ Create a more fulfilling work environment
Ÿ Avoid costly and unnecessary lawsuits/delays

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CERTIFICATE IN
CONFLICT
MANAGEMENT
FOR HUMAN RESOURCE
PROFESSIONALS
Five Days (40 Hours)
This program introduces Human Resources
professionals to the field of informal conflict
management and the broad spectrum of conflict
management approaches available to
organizations.
Understanding conflict and its impact on individuals
and organizations provides the impetus for
developing new communication skills, introducing
new HR policies & resources, and encouraging
managers and employees alike to act as conflict
resolvers in the workplace. Participants learn about
the dynamics of interpersonal conflict in the
workplace, as well as how to manage conflict
situations and high emotions from an HR
perspective. This course is specifically designed to
empower HR professionals with the skills and
confidence to resolve conflict situations early,
locally, and informally.
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LEARNING OBJECTIVES
Ÿ Understand the cost of workplace conflicts
Ÿ Understand the sources and levels of workplace
conflicts
Ÿ Understand the role of the HR Professionals in
preventing and resolving conflict
Ÿ Understand organizational roles and
responsibilities for the resolution of workplace
conflict
Ÿ Describe Conflict Management Systems Design
processes
Ÿ Learn how to engage managers as conflict
resolvers
Ÿ Recognize the characteristics of various ADR
approaches and processes
Ÿ Understand the roles that values and beliefs
play in determining behavior
Ÿ Describe conflict management and interest-
based resolution approaches and methods
Ÿ Learn effective methods for dealing with difficult
behaviors
Ÿ Understand how cultural identities can intersect
with conflict management styles
Ÿ Define and apply critical skills for active listening
and assertive speaking
Ÿ Understand how to manage emotions
Ÿ Understand ways of speaking that will increase
the chances of being understood
Ÿ Develop self-awareness of one’s own role in
conflict
Ÿ Understand barriers to communication and
methods for addressing them
Ÿ Understand the anger arousal process, anger
triggers and defusing strategies
Ÿ Discover the value of giving and receiving
feedback effectively
Ÿ Learn to integrate effective communication skills
for conflict prevention and resolution in day-to-
day interactions
CERTIFICATE
PROGRAM IN
PROFESSIONAL
ARBITRATION
Who can become an arbitrator?
Anyone can become an arbitrator. While
many arbitrators work in the legal
profession, many do not and come from
various professional and technical
backgrounds; arbitration is a secondary
profession. The arbitrator has a judicial role
in listening to the facts and evidence
presented by the parties, applying the
relevant law and issuing a final award.
Parties will often seek someone who has
the core skills required for an arbitrator and
has experience in the area of business that
the dispute has arisen in, thereby
understanding its complexities..
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FICM Academy offers a
structured Program In
Domestic and International
Arbitration.
Arbitration is a form of alternative
dispute resolution (ADR), is a technique
for the resolution of disputes outside the
courts, the parties to a dispute refer it to
Arbitration by one or more persons (the
arbitrators' arbiters or arbitral Tribunal),
and agrees to be bound by the
arbitration decision (the award). A third
party reviews the evidences in the case
and imposes a decision that is legally
binding on both sides and enforceable in
the courts. In fact, Arbitration is a
process in which disputants can resolve
dispute amicably.
COURSE OBJECTIVES LEARNING
OUTCOMES
On successful completion of the course
the participants will understand the legal
and regulatory framework that governs
the development of Arbitration process,
both domestically and internationally.
Develop an understanding of the legal
framework and a dispute settlement
strategy required to give effect to the
arbitral awards.
Develop an understanding of arbitration,
negotiation, arbitration clauses in
contracts, and to be effective in
avoidance of disputes and drainage of
resources through courtroom battles and
to understand the structuring of
arbitration for speedy and fair resolution.
COURSE DURATION AND MODALITIES
Ÿ Total: 3 Modules (100 marks)
Ÿ Course Duraon: 3 months
Ÿ Course Fee: INR. 20,000/- (including
registraon and study material) + Applicable
GST
Ÿ Examinaon: Four times in a year
Ÿ Minimum pass mark: 50. Marks above 60 in a
module will qualify for exemption in that
subject.
Ÿ Re-registraon with a fee of INR 3,000/- aer 3
years of inial admission.Ÿ Study Materials and
sample queson papers for each subject will be
provided.
Ÿ 20 hours Webinars and 10 hours off-line
Contact Classes for each module.
Ÿ Contact Classes will be held at Bengaluru,
Chennai, Hyderabad, Kolkata, Mumbai, New
Delhi and Pune in weekends
EVALUATION MECHANISM
Ÿ Participants will be evaluated through Online
Examination and will be evaluated for each
module of the course.
Ÿ The participants who will score 50 percent or
more in the examination for each module will
be awarded the Certificate in Professional
Arbitration by the FICM Academy.
CUSTOM
TRAINING
We design custom training for companies,
governments and industry associations who
want a tailored learning program for their team,
delivered at the time and place of their
choosing.

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CUSTOMIZED
From one-day to in-depth multi-day courses, we use
examples, scenarios, tools and approaches relevant to
your organization. Whether your managers need to
CORPORATE
become better negotiators or coaches, your human
resources staff need new conflict resolution skills, or your
sales people need new techniques – we can build a course
to meet your needs. We can help your customer service
AND GROUP
staff find better ways to deal with angry clients. We can
give your team effective tools to manage damaging internal
conflict among employees. You tell us what you need, and
we will build the appropriate workshops and tools for you.
TRAINING
Ongoing custom programs that support the business
team
PROGRAMS
Sometimes negotiations which are very important for the
development of a company are left to the improvisation of
the parties at the negotiation table. Most of the time
company’s representatives and advisers consider only the
technical and legal aspects without planning for a careful
negotiation strategy. We work alongside the business team
and the legal and technical consultants in long and
complex negotiations such as:
Ÿ Definition of long-term commercial agreements
Ÿ Establishment of international joint ventures
Ÿ Definitions of strategic alliances
Ÿ Renegotiation of existing, signed contracts
Ÿ Buying and selling companies and company shares
Ÿ Sale of real estate and other big transactions
Custom program to Improve performance
Our custom programs help clients create better and more
productive workplaces by empowering employees to tackle
complex workplace issues and resolve difficult situations
effectively. By bringing together groups of your employees
for a specifically tailored learning experience, you can
boost the potential of your employees, increase the
profitability of your organization, achieve new levels of
alignment and cooperation, and set the stage for improving
CUSTOM TRAINING performance across departments.
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FICM develops custom courses for
multinational corporations and small
companies, law firms and non-profit
organizations. Our courses are
adapted to the needs of each client
through a series of activities before,
during and after the delivery of the
course. The goal is always to improve
the negotiation, conflict prevention,
management and resolution skills of
each participant, in order to make the
organizations more productive in all
departments.
Here is what we do to customize our
programs to your needs:
Ÿ Analysis of the company’s
practices, and possible problems,
through interviews and focus
groups with key stakeholders.
Ÿ Micro and macro planning of the
course agenda.
Ÿ Gathering of evidence and of the
company’s best/worst case studies,
in order to facilitate the sharing of
experience inside the company.
Ÿ For large corporations, the creation
of a pilot edition to confirm the
micro planning.
Ÿ Implementation of training sessions
in all of the company’s departments,
with groups composed of personnel
from different divisions.
Ÿ Follow-up and advanced courses
held 4 – 6 months after the first
edition, in order to verify the results
and improve negotiation
techniques.
Ÿ Creation of a common language
and culture on negotiations for all of
Ÿ
the company’s divisions.
Creation of instruments for the
measurement of results.
 Negotiation Workshop
One-day intensive program illustrates the differences between SAMPLE CUSTOM
positional and interest-based bargaining. Equally suitable for
lawyers, clients or business persons, the course highlights the OPTIONS
tensions in negotiation and stresses on the skills that foster
problem-solving approaches while assuring viable outcomes. From short presentations to full-day
workshops or multi-day sessions, our
ADR Drafting and Counseling – Master Drafting Program Corporate training can be customized
This is a 3-hour program targeted to the needs of those who to fit your schedule.

MODULES THAT
must draft or interpret dispute resolution clauses. Actual multi-
step clauses used by several leading corporations around the Examples of what can be included:
world and model clauses developed by FICM-MCN provide the

CAN BE
foundation for this critical aspect of the ADR practice. HALF-DAY

Secrets of Commercial ADR Ÿ What is Conflict?

CUSTOMIZED
This is a two and a half hour interactive workshop contrasting Ÿ Understanding Conflict Styles
arbitration and mediation of the same matter and highlighting Ÿ Reflective Listening
key practice aspects of commercial ADR, including: pre- Ÿ Self-Disclosure

TO THE NEEDS.
dispute contract clauses, selection of neutrals, use of Ÿ Giving & Receiving Feedback
evaluation in mediation and Arbitration. The program will be Ÿ Having Difficult Conversations
customized to meet the needs, experience and availability of Ÿ Dealing with Anger and Emotional
each internal legal department. Triggers

Topics can include: FULL-DAY

Ÿ The Role of Corporate Counsel in Commercial Arbitration Half-Day training topics

Ÿ Working with Outside Counsel to Control Commercial Ÿ Conflict Style Inventory
Arbitration Costs Without Sacrificing Results Ÿ Assumptions & Perceptions
Ÿ Modifying the Arbitration Agreement to Make Commercial Ÿ Small group coaching to integrate
Arbitration Faster and Less Expensive Reflective Listening Skills
Ÿ Difficult Conversations Role Plays
Mediation – Advanced Mediator Training Ÿ Negotiations including Role Plays
This one-day program focuses on developing particular skills
that enhance problem-solving, address positional bargaining TWO-DAYS
over money, and overcome impasse in mediation. It is
available to those who have completed MCN’s two-day Full-Day Training topics
Mediator Techniques and Practices Program. A ratio of 12 Ÿ Greater explanation of the
mediators to one trainer is required for this intensive workshop. Cognitive Behavior Model
Ÿ Advanced Active Listening Skills
Conflict Management – Strategic Considerations in Ÿ More about Defusing Strategies

CUSTOM TRAINING
Mediation and Arbitration Ÿ Deeper exploration of Negotiations
This 1.5 hour program provides an overview of various dispute and Uncovering Interests
india.mediationhub.org resolution alternatives and the choices inherent in each.
MODULES THAT
Effective Mediation Representation for Counsel & We work collaboratively with
Parties
This intensive one-day program is for experienced ADR
you to develop customized

CAN BE
practitioners and clients. This course focuses on the keys to training that meets your
effective mediation representation with particular emphasis unique needs. Our training
on client preparation and effective strategies before and consultants would be happy to

CUSTOMIZED
during mediation.
discuss your individual
Effective Mediation with Unwilling Parties requirements and design

TO THE NEEDS.
This 2 hour program focuses on techniques and strategies programs that successfully
for getting unwilling parties into mediation and reaching a address your needs.
negotiated result even though it is the last thing they want to
do.

In-House Mediator Training

This program, which is equivalent to Mediator Techniques
and Practices, is offered to companies wishing to train
personnel to perform in-house mediation roles in areas such
as consumer and employment disputes. Such programs are
conducted on site for ease of personnel and to conserve
travel expenses. A ratio of 12 potential mediators to one
trainer is maintained in this intensive workshop.

Individual Mediator Techniques & Practices

This two-day program, offered in conjunction with MCN’s
Annual Meetings, prepares lawyers to act as effective
mediators. This course delineates the range of skills required
of successful mediators, offers proven practical techniques,
addresses ethics issues and considers innovative ways to
overcome impasse.

Structuring Negotiation Strategy in Mediation

The heart of mediation is the negotiation dynamic between
the opposing parties and counsel that is facilitated by the
mediator. This program offers a bird’s eye view of distributive
and collaborative negotiation techniques and offers
participants an opportunity to apply these strategies in a
negotiation of a business dispute. Discussion will follow on
how the presence of a mediator changes the negotiating
dynamic.

CUSTOM TRAINING
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CUSTOM PROGRAMS
TAILORED TO SPECIFIC
BUSINESS FUNCTIONS,
ORGANIZATIONS AND
SECTORS.
Procurement and Contract
Creation and Negotiation
Contracts are your lifeblood. Corporate clients
benefit enormously from tailored procurement
negotiation training, often repeating that training
from year to year for their key procurement staff
as new personnel are added.
Enhance your procurement team’s ability to
negotiate effective stable contracts that are clear,
effective and doable. Manage contract change
requests effectively, minimizing lost time, stress
and profit, while responding in timely ways to the
commercial realities you face. Avoid unnecessary
litigation and damage to your core supplier
relationships.
CUSTOM TRAINING
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Human Resources
We deliver customized workshops for human
resources professionals within coorporations and
Human Resource Associations. We provide HR
managers with the skills to enhance the
performance of individuals, teams or departments.
Our courses are delivered on behalf of a number of
prominent HR professional associations.
Law Firms
Many law firms retain us to conduct training that is
customized to meet the law firm’s needs. Our
training ensures that members of the firm provide
consistent, skilled negotiation services.
We offer programs for new lawyers who need to
develop the skills necessary to survive in today’s
difficult practice environment. We also provide
high-level focused workshops for partners, to help
them enhance their existing negotiation skills.
We also conduct workshops for lawyers on how to
be effective advocates in mediation and settlement
negotiations by providing tips, from the perspective
of mediators, on what they can do to get better
deals for their clients. Some firms see the training
as an opportunity to forge more effective working
relationships among firm members, many of whom
also carry management responsibilities that require
a different approach to dealing with people than
the typical legal relationship.
Our understanding of the judicial context and how
ADR and the skills noted above can apply in that
context give us a unique ability to tailor our
training. Many of our trainers are lawyers who
mediate in the court-annexed context.
Sales
We conduct courses for sales
professionals across hierarchies in
various industries. We understand
that sales is all about creating
connections, building relationships,
and meeting the clients’ needs, while
at the same time preventing and
protecting the relationships in the
time of distress and untoward and
unprecedented incidents.
Effective salespeople listen more
than they speak in order to
understand their clients’ core needs
not only in terms of their commercial
requirements, but also from the point
of view about their credit and
reputation as well as oh how develop
a secure contratual relationship, once
the cliet is converted.
They are then well-positioned to find
ways to match their product or
service with the client’s needs along
with customozed contrat clauses.
We help participants to enhance their
capacity to build strong relationships
with clients, develop a sales
negotiation approach that increases
dialogue, responds to time and
competitive pressures, and produces
results.
Participants learn how to sell
products and services without even
appearing to be selling and building a
long term secure contractual
relationship and Develop new
business and grow your existing
client accounts.
Unions, Management and
Labor Relations
The process of negotiating a collective
agreement can be long and painful and, if not
handled properly, can lead to prolonged
feelings of mistrust between the union and
management. Even if an agreement is
reached, an ardous bargaining process can
damage workplace relationships that are
crucial to maintaining a productive and
pleasant work environment. We have
provided customized training for a number of
groups to help them prepare for collective
bargaining.
In some cases, union members and
management representatives attend the
training together in order to develop a shared
framework for how to negotiate more
effectively.
Negotiation training can create a more
collaborative working environment, improving
relationships and minimizing major
grievances.
In addition to providing training, we work with
groups to help them prepare for a specific
round of bargaining.
CUSTOM TRAINING
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Human Rights Organizations
We teach Human Rights Organizations how
to mediate the issues that they confront. We
train such organizations on dealing with
difficult people. Human Rights disputes have
unique challenges: there is a public policy
interest that needs to be protected, there may
be a power imbalance; and there may be
strong emotions, etc.. We train staff to
recognize and deal with some of the issues
that are unique to Human Rights disputes.
Government and Public
Sector Undertakings
People in government have unique
challenges. They have to apply and enforce
prescribed rules and they have to serve the
public. Many have therefore turned to ADR,
particularly formalized negotiation and
mediation training, to help them apply rules
and deal with the public politely, consistently,
and effectively.
We develop programs to provide government
staff with the skills they need to negotiate,
both within government and with the public.
We enhance their ability to resolve disputes
fairly and creatively.
Banking and Financial
Services
We understand banking issues, from HR to
capital markets to day-to-day banking, we
can help give your staff the skills they need
to get better results.
Health Care
System/Industry
The health care field is rife with conflict:
conflicting goals, people vying for limited
resources, institutional constraints on
change, power imbalances, and huge
political implications.
We deliver negotiation and conflict
management training to a variety of
organizations specifically geared to health
care professionals. Organizations such as
pharmaceutical companies, medical
associations, colleges of various health
disciplines, hospitals, government
regulators and others have felt the need
for better skills hire us to conduct
customized training. We help them
develop negotiation and conflict
management skills that work in a highly
regulated, interdependent and complex
health care system.
Challenges of Complaints
Handling and Call Center
Staff
Call centre staff and complaint
departments deal with clients who often
get upset and sometimes abusive.
Resolving issues and disputes over the
phone, however, is never easy. We have
run workshops for call centre and
complaint department representatives to
help them develop the skills they need to
deal with upset and angry clients in a way
that helps them to move towards problem-
solving and resolution.
HUMAN RESOURCE
ALTERNATIVE DISPUTE RESOLUTION – CONFLICT MANAGEMENT

We can help people in your organization:

SKILL DEVELOPMENT
Ÿ Negotiate better deals
Ÿ Overcome obstacles to achieve agreement
Ÿ Deal more efficiently with internal conflicts and structural changes
Ÿ Improve or rebuild relationships with customers and other stakeholders
Ÿ Promote effective communication and feedback among staff members
We work closely with organizations to identify their Ÿ Use mediation and conflict resolution techniques more effectively
key learning objectives before designing each Ÿ Save time and money by dealing effectively with conflict
Ÿ Avoid work delays or potential litigation
workshop. Ÿ Develop your managerial staff to better handle disputes of any kind
Ÿ Reduce the number of complaints and grievances by preventing
MEDIATION unnecessary conflicts
Ÿ Build an ADR system to prevent conflicts from disrupting performance
We can help people in your organization:
DEALING WITH DIFFICULT PEOPLE
Ÿ Build effective mediation and facilitation skills
Ÿ Mediate complex cases and multi-party disputes
We can help people in your organization:
Ÿ Deal with power imbalances
Ÿ Address harassment issues in mediation
Ÿ Analyze and prepare for the difficult conversations they face
Ÿ Handle people who lie or are not forthcoming in mediations
Ÿ Recognize and anticipate the six primary challenges in difficult
Ÿ Plan and implement a dispute resolution system, modifying
conversations
the model appropriately for your organization
Ÿ Understand their own triggers and hot buttons to enhance their self-control
Ÿ Handle inflammatory conduct, difficult personalities, and
Ÿ Deliver difficult messages to co-workers, clients, suppliers and others
emotional people
Ÿ Deal with an array of challenging personalities and situations with
Ÿ Deal with gender issues in mediation
assurance
Ÿ Facilitate communications in a charged atmosphere
Ÿ Say no, when required, in ways that minimize relationship harm
Ÿ Maintain and build relationships
Ÿ Enter challenging conversations with confidence using templates that are
Ÿ Help parties craft appropriate settlement agreements that are
flexible and effective
stable, clear and enforceable
Ÿ Develop a range of preparation tools and approaches, from the quick and
Ÿ Close the gaps between parties and move them through
dirty prep for day to day issues to a complex review for more important
closure
conversations
Ÿ Mediate legal disputes, workplace issues, and other issues
Ÿ Deal with bullies in the workplace
Ÿ Mediate when lawyers are present
Ÿ Respond effectively to unreasonable demands
Ÿ Manage confidentiality concerns
Ÿ Repair workplace relationships
Ÿ Facilitate in contexts where settlement is not the goal (e.g.
Ÿ Overcome the fear and anxiety that leads them to avoid difficult topics or
group consultations)
people
Ÿ Encourage reluctant people to use ADR
Ÿ Manage difficult emotional situations
Ÿ Minimize the loss of productivity and morale caused by interactions that
india.mediationhub.org were handled badly or conflicts that were avoided and allowed to fester
HUMAN RESOURCE
SKILL DEVELOPMENT
RUNNING EFFECTIVE MEETINGS
Many people responsible for leading
meetings have no training in how to
do so effectively. A poorly run meeting
wastes time and energy. Participants
leave the meeting feeling frustrated,
and ideas and opportunities are lost.
Knowing how to run a meeting
effectively requires more than the
ability to prepare an agenda.
The interactive workshops help
participants to refine their abilities to
establish an effective process to get
the most out of meetings. Specifically,
participants learn how to: identify key
interests and frame issues for
productive discussions; encourage
reluctant speakers to share their
ideas; manage people who may hijack
a meeting; promote creative problem-
solving; bring issues to closure; and
ensure follow-up after the meeting.
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NEGOTIATION
We can help people in your organization:
Ÿ Use interests, options and standards
of legitimacy to get better results and
persuade others
Ÿ Become more powerful negotiators
and not be taken advantage of
Ÿ Prepare for complex negotiations,
sometimes involving multiple parties
Ÿ Become better salespeople
Ÿ Better understand and achieve their
goals in negotiations
Ÿ Deal with difficult people and tactics in
negotiations (e.g., positional/hard
bargainers, power imbalances,
emotional situations)
Ÿ Understand and recognize different
negotiation styles and know how to
deal with them
Ÿ Communicate effectively and listen
interactively
Ÿ Create value for your organization by
negotiating better deals
Ÿ Build and maintain long term
relationships better
Ÿ Know when to say yes, when to keep
bargaining, and when to walk away
Ÿ Strategize effectively to maximize
results
CUSTOMER SERVICE AND HANDLING COMPLAINTS
Customer service representatives and complaints
departments deal with members of the public who are
dissatisfied with the organization’s services or products.
We have designed workshops to assist customer service
representatives, complaint handlers, and their front line
managers, in both the public and private sector. We give
people a simple but effective model that allows them to
respond effectively to irate, upset and even abusive
customers, whether in person or on the phone. In the
workshops, participants learn how to identify and manage
strong emotional responses on both sides and how to
resolve the underlying issues brought to them. We provide
tips, tools and techniques to use when they have to
engage difficult people. Participants leave the workshop
with the ability to manage their jobs with greater skill,
increased confidence and less stress.
We will help you:
Ÿ Give your front line staff the practical tools and
techniques they need to manage challenging customer
conversations and complaints more effectively and with
less potential damage to the relationship
Ÿ Save your company money by improving customer
satisfaction, loyalty and company image
Ÿ Turn potentially difficult front line conversations into
productive exchanges
Ÿ Minimize unnecessary escalation of disputes
Ÿ Lower the stress in such customer disputes on both
sides
Ÿ Standardize an effective customer response model
across your team
Ÿ Showcase the image of your organization as respectful
and responsive to clients, while getting results that are
fair to you
Ÿ Allow your staff to deliver hard messages and say no,
when required, in ways that minimize damage to client
relationships
Ÿ Choose the optimal customer response from our
helpful checklist of options
EXPEDITED
LEARNING
MODULES /
WORKSHOPS

india.mediationhub.org
MEDIATION
COURSES
WORKPLACE MEDIATION
TRAINING
FICM’s approach to workplace mediation
goes beyond the traditional problem-solving,
interest-based methods. Interpersonal conflict
lies at the heart of workplace disputes and
our training incorporates in-depth
psychological insight.
Successful completion leads to being
awarded the FICM Certificate of Workplace
Mediator.
Companies are increasingly acknowledging
the significance of a professional mediator
and the impact mediation can have in the
resolution of a workplace dispute. In addition,
more and more HR professionals realize the
importance of developing an effective dispute
resolution skill set to enhance their
credentials and ability to deal with disputes
within the workplace.
This course is for HR Directors, HR Business
Partners, Managing Directors, leadership
teams and anyone with managerial
responsibility, Union representatives and
Employee Relations teams
india.mediationhub.org
THE BASIC MEDIATION
COURSE
Is a 5-day 40-hour training course. This course
is designed to give individuals the skills and
credentials they need to serve as mediators.
The training focuses on practical mediation
skills and covers areas of personal injury,
employment, intellectual property, and multi-
party conflicts, among others. This course
meets the 40-Hour Training Standards. All
Course materials will be provided.
30 HOUR ADVANCED FAMILY
MEDIATION TRAINING
PREREQUISITE: BASIC MEDIATION
COURSE
Our course covers the foundations and
principles in family mediation, equipping
delegates with the key skills and competencies
needed to begin their training as a professional
family mediator. Successful completion leads
to being awarded the FICM Certificate of
Family Mediator.
3-day intensive 30-hour training for mediators
doing family mediation and following the
standards set by FICM. The sessions include
family law, family dynamics, domestic violence,
child development, ethical and practical
considerations and finances in family cases.
Course materials will be provided.
DEALING WITH
Are you…
Ÿ Avoiding conversations you know you
ought to have?
DIFFICULT PEOPLE
Ÿ Wishing you could be more assertive
and in control?
Ÿ Losing patience with certain people or
personality types?
Ÿ Having problems giving negative
feedback?
Ÿ Feeling anxious before a difficult
conversation?
Ÿ Thinking of what you “should have”
said after the conversation is over?
Ÿ Wishing you had managed a
conversation or an individual
differently?
Ÿ Having trouble managing emotional
customers, colleagues or employees?
Ÿ Feeling that you could improve your
communication skills and become a
stronger communicator?
At the Dealing With Difficult People
Workshop you will learn techniques and
strategies that will allow you to handle
difficult conversations and difficult people
with skill and confidence. You will be
engaged in practical and interactive
exercises that will change the way you
see and respond to difficult people and
difficult situations.
Who Should Attend?
The Dealing with Difficult People
Workshop is designed for anyone who
has to deal with difficult people or difficult
issues. Human resource managers, team
leaders, managers, lawyers, educators,
consultants, police officers, customer
service representatives and people who
negotiate will all benefit from this
india.mediationhub.org workshop.
Personal Benefits
Ÿ Learn more about your personality and
the personalities of people you find
difficult and how to interact more
effectively
Ÿ Learn why certain people push your
buttons
Ÿ Understand and recognize the six key
themes that make conversations difficult
Ÿ Learn to prepare effectively for a difficult
conversation
Ÿ Confront someone calmly and
respectfully
Ÿ Avoid common (but critical) mistakes
Ÿ Become a better listener
Ÿ Overcome the fears that lead you to
avoid conversations
Ÿ Know when and how to end a difficult
conversation
Ÿ Promote joint problem-solving around a
difficult issue
Ÿ Deal with a variety of difficult people with
more skill and confidence
Organizational Benefits
Ÿ Minimize the loss of productivity and
morale caused by interactions that were
handled badly or conflicts that were
avoided and allowed to fester
Ÿ Achieve more effective interaction
among employees
Ÿ Maintain and repair workplace
relationships
Ÿ Deal with problem employees in new
and helpful ways
Ÿ Improve the ability of your staff to
manage and lead others effectively
Ÿ Inject confidence in your staff by
providing them the tools and ability to
have difficult conversations productively
Ÿ Make your customers feel like partners
BECOME A
You negotiate every day with customers,
suppliers, co-workers, business associates
and family. You want results in your
POWERFUL
negotiations but you don’t want to fall into the
destructive patterns that could damage what
could be constructive relationships.
You need to make your negotiations effective
NEGOTIATOR
by figuring out what motivates the other side
and knowing when to put an offer on the
table. To become a powerful negotiator, you
need the skills to handle difficult people and
protect yourself from having someone take
advantage of you.
How do you get others to “buy-in”? How can
you avoid creating long-term problems when
you negotiate? How can you avoid being
taken advantage of in negotiations without
creating an impasse? The negotiation
workshop will help you succeed where others
fail by giving you practical skills that will work
in the real world.
At the three-day Become a Powerful
Negotiator Workshop, you will learn how to
get results in negotiations. As a follow up to
the in-class workshop, you will take part in our
interactive online negotiation course, which
you complete at your own pace and on your
own time.
india.mediationhub.org
Who Should Attend?
The Become a Powerful Negotiator Workshop is
designed for anyone who negotiates at work or
at home including: executives, managers,
professionals, salespeople, real estate agents,
property managers, entrepreneurs, lawyers,
accountants, engineers, health care
professionals, educators, customer service
representatives, and labor relations specialists.
Personal Benefits
Ÿ Become more persuasive and get what you
want
Ÿ Learn the seven elements of negotiation
Ÿ Prepare for even the most complex
negotiations effectively
Ÿ Overcome obstacles in negotiation
Ÿ Negotiate with unreasonable people
Ÿ Close the gap to get to the deal
Ÿ Know when to make the first offer, when to
say yes, and when to walk away
Ÿ Take control of a negotiation
Ÿ Get the best deal
Organizational Benefits
Ÿ Create value for your organization by
negotiating better deals
Ÿ Give your employees the skills and
confidence they need to get better results
Ÿ Minimize missed opportunities resulting from
poor negotiation skills
Ÿ Save your organization time and money by
resolving conflicts through negotiation rather
than grievances, litigation and arbitration
Ÿ Optimize problem-solving between
employees and departments through skillful
negotiation
Ÿ Help your organization to achieve more of its
goals
Ÿ Improve the management of your staff
WINNING
Anyone who deals with customers, clients, complainants or
members of the public will have to deal with irate, upset,
confrontational and unreasonable people.
Personal Benefits
Ÿ Deal with difficult, irrational,
aggressive, and unreasonable people

OVER IRATE
Those exchanges can be frustrating, and leave you rattled with greater skill and less stress
and drained. They take time and energy away from your Ÿ Be assertive, maintain patience and
other important tasks and can sometimes cost you business deliver unwanted messages with
if not handled well. If any of this is true for you or your staff, confidence

CUSTOMERS
this workshop is for you. There really is a way to effectively Ÿ Avoid common (but critical) mistakes
handle the difficult people without all the upset, frustration in managing angry customers
and risk to future business. Ÿ Use our customer service model to
minimize conflicts and retain satisfied
We took our years of experience dealing with disputes of all customers
shapes and sizes, and our experience working with Ÿ How to say “no” respectfully to an
organizations facing significant volumes of front line unreasonable request while
customer disputes, and developed an effective, simple model maintaining the relationship
for managing such disputes early and well. Ÿ Feel more confident having difficult
conversations
At this high impact workshop for front line staff, you will learn Ÿ Have more productive conversations
techniques that will allow you to handle really challenging with fellow staff and managers
customer service situations with confidence. You will learn
our easy-to-use customized seven-step model for managing Organizational Benefits
customer service disputes effectively. You will experience a
range of practical and interactive discussions, exercises and Ÿ Give your front line staff the practical
role plays that will give you new and effective tools for tools and techniques they need to
dealing with difficult conversations and people. Whether manage challenging customer
managing a problematic customer or having more productive conversations and complaints more
conversations with fellow staff, this course will give you the effectively and with less potential
core tools you need. You will have opportunities to practice damage to the relationship
learned skills in a variety of contexts so that the skills can Ÿ Save your company money by
become second nature. improving customer satisfaction,
loyalty and company image
Who Should Attend? Ÿ Turn potentially difficult front line
conversations into productive
The Winning Over Irate Customers Workshop is designed exchanges
specifically for people who deal with challenging people Ÿ Minimize unnecessary escalation of
and/or tough conversations. Customer service disputes
representatives, complaints handlers, hotel staff, government Ÿ Give jaded front-line staff a new
clerks, administrative staff, receptionists, airline personnel, perspective on customer service
front desk staff, retail staff will all benefit from this workshop. Ÿ Showcase the image of your
The workshop will provide tools for managing both organization as respectful and
client/customer conversations and improving crucial responsive to clients, while getting
conversations with coworkers and front line managers. results that are fair to you
india.mediationhub.org
SPECIALISED
MODULES
india.mediationhub.org
PRINCIPLES OF
Based on the scientific studies on the psychology of persuasion, the course illustrates the most recent
empirical evidence on the factors that cause people to change. Students will learn and practice the six

PERSUASION
principles of persuasion that are fundamental to our existence. These principles are universal in
motivating the interlocutor to say "yes" to our requests. The course also shows how to apply the
principles in an ethical way to solve concrete problems, involving the participants in different practical
simulations.

What you will learn

Ÿ Influencing people regardless of nationality, level of education and experience

Ÿ Persuade without deceiving
Ÿ Identify and understand the reasons for a refusal
Ÿ Learn to make concessions and say "no" in the best way

ADVANCED
Regardless of the negotiation experience, this course is aimed at those who have already followed
"Negotiation at Its Best" or another fundamental course on negotiation. The course focuses on the

NEGOTIATION
application of the basic principles of negotiation, and related techniques, in situations of greater
complexity, both in objective terms and in the number of parties involved. In addition, the course
addresses important issues such as overcoming bargaining barriers and managing ethically
problematic situations in negotiations.

What you will learn

Ÿ Manage complexity at the negotiating table

Ÿ Get results without sacrificing relationships and reputation
Ÿ Go beyond the most frequent and insidious obstacles to the negotiated agreement
Ÿ Negotiate successfully without selling the soul to the devil

NEGOTIATING
The result of lessons learned in the most difficult negotiations - to free hostages, prevent clashes and
conclude complex trade agreements - the course teaches how to handle hostility, anger and

WITH HOSTILE
negotiations in the harshest conditions. This course will challenge participants as much as it would
make a real negotiation among the hardest.

PARTIES
What you will learn

Ÿ Negotiate in conditions of serious disadvantage

Ÿ Establish a relationship with very difficult people
Ÿ Reaching agreements that seemed impossible
Ÿ Contact
india.mediationhub.org
TRAINING FORMATS WHY TRAIN WITH
FICM ACADEMY?
We have expertise in providing training
in a variety of settings. These include
anything from large group multi-day
workshops to webinars and online
courses.
Key Note Speeches. Conference
Presentations
We are available to present on the above-
noted topics at your conferences, retreats
and gatherings, whether it be a brief lunch
and learn or a 4 day retreat program.
Large Group Facilitations
Our team can assist with large group
gatherings in a variety of ways, combining
our mediation and facilitation skills with our
teaching skills for things like town halls,
consultations, and focus groups.
Small Group Consultations
For groups that need assistance but only for
a few people, we can also assist you by
delivering a hands-on consultation on the
above-noted areas. For example, if you
would like to apply negotiation skills to a
particular negotiation, we can assist with
that strategizing and make it a learning
moment as well.
Online Courses/ Webinars
We have in-house expertise to produce a
customized interactive online course.
india.mediationhub.org
HOW DOES OUR
ONLINE LEARNING
WORK?
Whether you're new to ADR and want to
find out more, or an experienced practitioner
looking for career-enhancing training, FICM
Academy has a course and qualification for FICM online courses are housed on web
sites with instructors delivering content to
you.
you through a variety of media including
video, text, assessments, projects and
Our flexible and new world programs –
discussion forums.
ranging from Introductory workshps to
Advanced Certificate will give you the
Video
specialist knowledge and skills you need to
get ahead in ADR, whilst also qualifying you Ÿ Recorded lectures from live sessions for
the same course you are taking
for membership of FICM Academy.
Ÿ Instructor lecture video recordings from
their office or in the field
Our training features include:
Ÿ Real-time sessions where you get to
speak with the instructor and/or fellow
Ÿ Expert tutors who are leading
students via a webcam and microphone
practitioners and academics in the field
of ADR Ÿ Videos from online sources
Ÿ High quality training and workbooks
Text
designed by experts in the field
Peer-reviewed research, articles, and
Ÿ Courses that are suitable for all levels of
journals, Blog posts, Textbooks, Articles
experience
from online sources, Discussion forums
Ÿ Fast-track courses for experienced
professionals
Assessments
Ÿ Flexible and tailored training options
Tests and quizzes. Projects completed
Ÿ Tiered program to support career
individually or as part of a team.
progression
Ÿ Rigorous teaching and assessment Written, video or audio assignments
standards
Learning in any environment requires a
certain level of independence, motivation,
and time management. Our online format
allows you to balance coursework alongside
your personal and professional life.
 Who?
FICM courses are for people to learn the skills of conflict
management and dispute resolution through Ÿ Attorneys
Ÿ Counselors
mechanisms such as negotiation, mediation,
Ÿ Social Workers
conciliation, arbitration etc. and apply them effectively Ÿ Managers and supervisors
anywhere in the civil or commercial context around the Ÿ Executive directors and board
world. members
Ÿ Insurance Adjusters
There are two key groups of students who study dispute resolution. Ÿ Facilitators, trainers and consultants
First, there are those who would like to practice as dispute Ÿ Business leaders,
resolution professionals. These students may also seek Ÿ HR professionals,
membership of FICM-MCN. Such students may already be working Ÿ Coaches,
in the dispute resolution field but also want an academic Ÿ Psychologists,
qualification, or wish to add a professional strength to a field in Ÿ Medico-legal experts,
which they already practice, for instance, law, construction or Ÿ Union Representatives,
human resources. Ÿ Management Personnel,
Ÿ Project Managers,
Second, there are those students who recognize that the study of Ÿ Team Leaders and
dispute resolution is increasingly seen as a core competency in Ÿ anyone involved in situations where
business and/or social services, for instance, students wishing to conflict may arise.
work in business and organizations as managers, human resource
staff or project consultants.

india.mediationhub.org
FACULTY
Be inspired by our highly trained,
experienced and passionate faculty.

All of our instructors are

professional negotiation
consultants, mediators, coaches,
course designers and facilitators,
with decades of training experience
and a modern outlook to the new
approaches.

CUSTOM TRAINING
india.mediationhub.org

THE FICM
Address:
W-122, Second Floor,
Greater Kailash-II, New Delhi
ACADEMY
110048, India
Phones:
Study, learning and +91 11 29 22 3019
cultivation arm of +91 11 29 22 3017
+91 85 05 99 9819
FICM
Federation of Integrated
Email:
Conflict Management info@mediationhub.org
india.mediationhub.org
ABOUT THE FICM ACADEMY
The FICM Academy is the study, learning and
cultivation arm of FICM-MCN.
At FICM Academy, we offer a wide range of
training and development programs across the
field of Dispute Resolution. Our mediation,
negotiation, arbitration, conflict management and
other ADR training programs assist beginners,
leaders and decision-makers of all backgrounds
that help them develop unmatched skills to
prevent, manage and resolve disputes of all
kinds.
We pioneer an extensive range of new world
training programs across the civil, commercial,
workplace and family sectors. Our training
delivery ensures that professional mediators and
arbitrators with FICM qualification have both the
skills and the credibility to become successful
civil & commercial, workplace or family
mediators, arbitrators and ADR professionals.
For more details about our
courses and custom offerings,
Contact us at 08505999820
or sonali@mediationhub.in