The ITCILO Conciliation/Mediation Learning Path is a structured progression of courses designed to take practitioners from foundational knowledge to internationally recognised certification in labour dispute resolution. It begins with a free self-guided introduction and advances through three modules — each building on the previous. Module 1 is your entry point into this learning journey.

Conflict dynamics and conflict management

The nature of labour conflicts, their causes and escalation patterns, and frameworks for conflict analysis and management — grounded in ILO guidance on collective bargaining and labour relations.

Principles of conciliation/mediation

Neutrality, impartiality, confidentiality, and voluntariness — the foundational principles guiding practice, aligned with ILO standards on labour dispute prevention and resolution.

Soft skills for conciliation/mediation

Active listening, communication, empathy, and trust-building techniques essential for effective conciliators and mediators.

Process and problem management skills

Managing the stages of the ITCILO four-step conciliation/mediation process: opening, exploration, negotiation, and agreement. Identifying interests behind positions and generating mutually acceptable solutions.

People skills

Managing group dynamics, power imbalances, and high-conflict situations.

Role-plays and practical exercises

Live simulations evaluated in real time by the tutor, using case studies drawn from real labour dispute contexts across different regions and sectors.

By the end of this online course on conciliation/mediation of labour disputes, you will be able to:

• Apply the foundational principles of conciliation/mediation of labour disputes in professional practice
• Analyse conflict dynamics and select appropriate resolution strategies for different dispute types
• Facilitate conciliation and mediation sessions using the ITCILO four-step process
• Demonstrate key soft skills — active listening, reframing, and interest-based negotiation
• Navigate power imbalances, impasses, and high-conflict situations effectively
• Uphold the ethical standards and neutrality required of professional conciliators and mediators
• Engage with a global network of practitioners in alternative dispute resolution and social dialogue

• Learn by doing — Practical methodology including live role-plays, real case studies, and group exercises, all evaluated by internationally recognised tutors in real time.
• Expert tutor guidance — Guidance and feedback from internationally recognised conciliators and mediators with extensive field experience across multiple regions.
• A diverse global network — Join professionals from social dialogue and collective bargaining and labour relations contexts worldwide, sharing good practices in alternative dispute resolution.
• Gateway to ITCILO certification — Module 1 is the required first step toward Module 2 — the ITCILO Certificate of Achievement, assessed against the internationally recognised ITCILO Matrix of Competences for conciliators/mediators.

This course runs for three weeks, requiring approximately 35 hours of engagement. Participants access the course through the ITCILO eCampus portal, available on computers and portable devices. Learning is interactive and tutor-facilitated throughout.

Live sessions

Held on Tuesdays, Wednesdays, and Thursdays (Italy time). Attendance is mandatory and recorded. A minimum of 75% active participation with camera on is required to obtain the certificate.

Assessment

Weekly multiple-choice quizzes to reinforce learning; practical coursework assignments reviewed in the following live session; live role-play exercises evaluated in real time by the tutor.

Technical requirements

Stable internet connection; computer or laptop with working camera, microphone, and headset; a quiet environment for all live sessions.

Certification

Participants who successfully complete all requirements receive an ITCILO Certificate of Participation. Learn more about ITCILO digital credentials.

The entire training programme is conducted in English. A good command of the language is required. This course is also available in Spanish.

Begin your journey with the Introduction to Conciliation/Mediation of Labour Disputes — a free, practical self-guided resource on alternative dispute resolution, available any time with no registration required. This course sits within the broader ITCILO Social Dialogue curriculum, which covers collective bargaining, labour dispute prevention and resolution, and social dialogue at all levels. To deepen your understanding of the ILO standards underpinning this course, explore the ILO's guidance on collective bargaining and labour relations. Once you complete Module 1, the full Conciliation/Mediation Learning Path will guide you step by step toward internationally recognised certification.