Don't Hate, Mediate
Pensylvania Confict Resolution & Mediation Services, Inc.
93 Old York Road, Suite 1-427
Jenkintown, PA 19046
Phone: 215-470-0004
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PCRMS Training Services - Don't Hate Mediate!

PCRMS under Dr. Millicent Carvalho has developed a successful approach to conflict resolution, which utilizes several different approaches to conflict resolution as opposed to the boilerplate (one-size-fits-all) approach utilized by the majority of other conflict resolution practitioners.



Training is designed to meet the specific needs of companies, non-profits organizations and government agencies. A boilerplate approach to conflict resolution training is a hit or miss proposition.  If it worked, it would be a stroke of genius. However, it is unlikely that a boilerplate approach to training will work long term, particularly considering the changing dynamics of companies and conflict situations.

Signature Training ©

A manager�s ability to effect change is generally dependent upon developing and nurturing effective worker customer and supervisor-supervisee relationships. Maintaining trusting relationships with clients and representatives of collateral agencies are an important part of service delivery. Not all workers are comfortable, however, working with diverse constituencies � (Dr. Carvalho 2008)

7 Skills for Highly Effective Leadership and Conflict Management:

  1. Introduction to Transformational Leadership and Diversity Training
  2. Conflict Advising: “Why Can’t We Get Along?”
  3. Interpersonal Communication and Anchoring Biases
  4. Active Listening Techniques for “Getting to Yes”
  5. Managing Anger and Effective Interpersonal Communication
  6. Repairing Damaged Relationships: Skills for Managers
  7. Navigating Getting to Yes: Overview of Conflict Management Models

Description of Popular Training Programs Offered by PCRMS:

  1. Introduction to Transformational Leadership and Diversity Practice: This skill development training focuses on identifying multicultural strategies for improving the quality of working relationships.

  2. Conflict Advising: “Why Can’t We Get Along?” This skill development training focuses on enhancing performance outcomes and providing skill development in conflict management and customer relations.

  3. Interpersonal Communication and Anchoring Biases in the Workplace: This skill development training assists participants in conflict situations to enhance their cultural competency skills with sensitivity to differences in perception of conflict. Special emphasis is on race, ethnicity and class issues, values, and different methods of relating in different cultures.  If left unchecked, biases can hinder productivity and hurt business.

  4. Active Listening Techniques for “Getting to Yes: This training focuses on practical training in active listening that support interpersonal communication and outcomes.  Training includes the use of negotiation as a tool in gaining trust and “negotiating agreements.”

  5. Managing Anger and Interpersonal Communication: This skill development training focuses on increasing capacity in understanding the feelings and emotions behind anger.  Participants will have an opportunity to gain insight into the issues that cause impulsive violence and practical strategies and techniques that can deescalate a violent situation quickly.

  6. Repairing Damaged Relationships: This advanced training offers resources in restorative processes that address grievances, harassment, victim-offender issues, and community conflicts. Participants exit the training with a deeper understanding of how to repair relationships damaged by conflict and manage conflict before lawyers become involved.

  7. Getting to Yes: Overview of Conflict Handling Models: There are many models of conflict resolution. Which model do you use? This advanced training provides an overview of the various mediation and conflict transformation models of resolving conflict, including facilitative mediation, transformative mediation and conferencing. Each model has optimal effectiveness but under different conditions.  Participants get an in-depth overview of three popular conflict handling models allowing them to determine if they want to gain further training as a conflict resolution specialist.

Contact us to discuss your specific organizational needs at 215-470-0004.


Additionally, we produce educational podcasts that show people how to deal with unmitigated conflict in the home, on the streets, in schools and around the world. Visit the Radio Show Website Featuring Dr. Carvalho:
Why Can't We Get Along Radio Show

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