The provision of quality conciliation/mediation services to employers, workers and their organizations is a key component of access to labour justice.

Conciliation/mediation knowledge and skills are not innate. They are acquired through a combination of learning and practicing.

This self-guided course aims to promote effective conflict resolution practices and meet the growing demand for accessible, high-quality tools in this field. The main objective is to widely disseminate fundamental knowledge on conciliation/mediation of labour disputes, enabling participants to acquire solid skills and gain a deeper understanding of these methods.

This course is a first step in the ITCILO offer to build the competencies of individuals engaged in the work of mediating disputes around thew world, participants of which will obtain the ITCILO Certificate of completion of the Conciliation/Mediation of labour Disputes self-guided course.

• Conciliators/ Mediators of labour disputes;
• Staff of labour-dispute agencies and of ministries of labour involved in dispute prevention and resolution;
• Employer and worker representatives;
• Industrial relations experts and practitioners, labour lawyers;
• Anyone interested in gaining a comprehensive overview of conciliation/mediation of labour disputes; and, in general, of alternative labour dispute resolution mechanisms.

• Principles of conciliation/mediation
• Approaches to conflict management and resolution
• Negotiation skills and strategies
• The conciliation/mediation process
• Soft skills for conciliation/mediation
• Self-awareness and self-management
• Ethics and the values of a mediator

• Understand the fundamental principles of conciliation/mediation of labour disputes
• Identify and assess the underlying causes of conflict and apply effective resolution strategies
• Distinguish and apply negotiation techniques to enhance your effectiveness as conciliation/mediator
• Apply influential communication skills to facilitate constructive dialogue
• Recognise and uphold ethical considerations and values, essential for impartial conciliation/mediation
• Build a ground for further learning in social dialogue and alternative dispute resolution through additional ITCILO courses.

• Assess your current knowledge level
• Complete the seven self-paced modules and the related quizzes to earn your badges
• Collect all badges and pass all activities to get your Certificate of Participation
• Explore how you can further enhance and develop your skills with the other ITCILO Courses on Social Dialogue

• Enhance your professional expertise. Gain knowledge of conciliation/mediation of labour disputes, crucial to manage and resolve labour disputes effectively.
• Enhance and develop practical skills. Learn negotiation techniques, conflict resolution strategies, and soft skills that are directly applicable in conflict management and resolution.
• Expand your career opportunities. Whether you are a labour relations professional, a legal expert, or an employer/worker representative, mastering conciliation/ mediation can strengthen your profile and open new career paths.
• Learn at your own pace. The flexible structure allows you to progress at a rhythm that suits your schedule, making high-quality training accessible anytime, anywhere.
• Earn recognized credentials. Successfully completing the course will enable you to collect badges and obtain a Certificate of Participation, demonstrating your expertise in labour dispute resolution.