Mediating within organisations

Mediating within organisations

with Bianca Keys
Tuesday, 18 April 2023 | 10am 4pm AEST | Online

Mediating within organisations - Specific considerations, preparation, and facilitation skills for mediators

This is a workshop for mediators who want to know more about the intricacies of setting up and facilitating workplace mediations. Why is this important? Because people spend the majority of their waking hours at work. What they do professionally forms a large part of their identify - How they see themselves. When this identity feels attacked, or when styles, expectations, and communications become mismatched - the repercussions can be significant and far reaching.

As a mediator, we need to be aware of the deep impact on those directly involved, and the impact beyond those directly involved. We also need to find a way to navigate the fact that we are being paid by an organisation, but helping those within it, who are not financially committing to the process. This can have a very real impact on how we are seen, emotional investment in the process, and confidentiality. 

We also need to be aware of the timing of mediation - is it before or after a complaint? Is it part of a complaints handling process or the resulting recommendation of one? How does this impact on what we might need to manage?

This workshop aims to cover the timeframe from when you are contacted by HR or a Manager, to any follow up or review. It will cover:

Managing HR expectations
Being briefed - What is helpful and what is not
Supporting HR to manage the expectations and “buy in” of those involved
The logistics - setting up the mediation
Managing push back from those involved
When the timing or the process isn’t right
The importance of direct communication and joint session
Process decisions regarding when and whether to go to separate sessions
Navigating confidentiality concerns - with HR, the parties, the broader work team
Outcomes and drafting
The safety net of building in a review
Follow up and further support


A maximum of 15 attendees are able to participate in a given workshop. These events are not recorded and can only be attended live.

About the trainer


Bianca Keys

Bianca Keys is a highly experienced mediator, facilitator, trainer and conflict management coach. She is currently the Chair of the Mediator Standards Board, which oversees the national mediator accreditation system.

Bianca operates her own consultancy, specialising in conflict management and resolution for commercial, workplace and healthcare disputes.

In addition Bianca has diverse experience designing and implementing industry dispute resolution schemes. She has held Federal Government and Industry appointments including for the Australian franchising, horticulture, retail, petroleum, film exhibition, and wine making industries.

Over the past 16 years Bianca has delivered mediation training in Australia, the United Kingdom, Malaysia, Hong Kong, China, Thailand, and Bahrain. This variety has given her the opportunity to develop a broad and comprehensive understanding of learning styles and best training practice. Bianca currently trains, coaches and assesses mediators under the NMAS for a number of organisations. She is passionate about developing, supporting, and mentoring a new generation of dispute resolution practitioners.

Bianca has been appointed to a number of mediation panels, including statutory appointments by the NSW Health Care Complaints Commissioner and the NSW Workers Compensation Commission. She is also a mediator with the Australian Small Business and Family Enterprise Ombudsman (Franchising, Horticulture, Small Business).

Bianca facilitates in-house conflict management and effective communications workshops. She is a frequent contributor to industry publications and conferences and is consulted for her expertise in effective communication, negotiation, conflict management and mediation.

Tuesday, 18 April 2023
10:00 am to 4:00 pm
Non-members: AU$1000 Members: AU$700
6.00 CPD Hours