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 acquitted 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 labour disputes 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 those conciliation/mediating disputes around thew world, that culminates with the ITCILO Certification course on conciliation/mediation of labour disputes.

• Conciliators/ Mediators of labour disputes;
• Staff of labour-dispute agencies and of ministries of labour involved in dispute prevention and resolution;
• Employers' and workers' representatives;
• Industrial relations experts and practitioners, labour lawyers;
• Anyone interested to gain 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

• To understand the fundamental principles of conciliation/mediation of labour disputes
• To identify and assess the underlying causes of conflict and apply effective resolution strategies
• Distinguish and apply negotiation techniques to facilitate constructive dialogue
• Develop key soft skills to enhance your effectiveness as conciliation/mediator
• Recongise 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 previous 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.