Mediation By Design – How to Handle Difficult Conversations

In this transformative session, Dr Jackie King, introduces a fresh, design-thinking approach to mediation—moving it beyond a transactional problem-solving exercise and into a creative, systemic process for resolving conflict. Rather than focusing solely on positions or compromise, Jackie’s methodology helps individuals and teams uncover shared interests, reframe narratives, and craft solutions that are sustainable, human-centered, and aligned with organisational values.

Drawing on evidence-based empathy diagnostics, behavioral science, and governance tools, Jackie explores both the relational and structural aspects of conflict. Participants will learn how empathy, clarity, and intentional design can turn difficult conversations into opportunities for collaboration, ethical leadership, and lasting change.

Learning Outcomes:
• Understand why self-empathy is essential before extending empathy to others
• Apply design-thinking principles—empathise, define, ideate, prototype, test—within mediation and conflict resolution
• Recognise the difference between transactional and systemic approaches to mediation
• Use empathy as a measurable and strategic capability in leadership contexts
• Develop practical frameworks for deliberate, well-structured conversations that build confidence, moral courage, and trust

Perfect for leaders, people managers, and professionals navigating high-stakes discussions, this webinar equips you with practical tools to approach conflict with intention, creativity, and impact.