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. Module 2 is the certification step — the formal assessment of the skills built in Module 1. It is available in two formats: online (this page) and residential.

Looking for the residential format? The Full Certification Course — Module 1 and Module 2 Residential is a five-day face-to-face programme in Turin that combines both modules and requires only the free introductory self-paced course.

1. Conflict dynamics and conflict management

Advanced application of conflict analysis frameworks; identifying escalation patterns and selecting appropriate intervention strategies in live dispute scenarios — grounded in ILO guidance on labour dispute prevention and resolution.

2. Principles and ethics of conciliation/mediation

Deepening understanding of neutrality, impartiality, confidentiality, and voluntariness — aligned with ILO standards on collective bargaining and labour relations — applied under assessment conditions in coached and evaluated role-plays.

3. Soft skills for conciliation/mediation

Advanced active listening, reframing, empathy, and trust-building in high-pressure dispute scenarios.

4. Process, problem, and people management skills

Full application of the ITCILO four-step process across all stages; managing power imbalances, impasses, and emotionally complex situations under assessment conditions.

5. Role-plays and formal assessment exercises

Four exercises: two coached and two assessed live sessions. Participants act as conciliators/mediators through all stages of the process. Each session lasts four hours, in small groups.

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

• Demonstrate professional-level competencies in conciliation/mediation assessed against the ITCILO Matrix of Competences
• Conduct full conciliation/mediation sessions across all stages of the ITCILO four-step process
• Apply advanced soft skills — active listening, reframing, and interest-based problem-solving — under assessed conditions
• Manage complex dispute situations including power imbalances, impasse, and high-conflict dynamics
• Reflect critically on your own practice through a structured Personal Development Plan
• Earn internationally recognised certification as a conciliator/mediator

• Internationally recognised certification — Assessment against the ITCILO Matrix of Competences, the internationally accepted benchmark for conciliators and mediators.
• Expert coaching and feedback — Coached role-plays with internationally recognised practitioners who provide structured, individualised feedback.
• Small group setting — Intensive small-group format ensures each participant receives personal attention and maximum practice time.
• Gateway to Module 3 — Module 2 certification is the required prerequisite for Module 3 — Advanced Skills for Conciliators/Mediators.

Building on the foundational knowledge and practical exercises acquired in Module 1, this Certification course - Module 2, focuses on the formal assessment of participants’ conciliation and mediation skills.

It involves approximately 30 hours of engagement and is delivered on the ITCILO e-Campus portal, accessible via computer or mobile device.

All course resources and tools are available on the platform, and learning combines: live sessions, role-play exercises, self-study and individual assignments.

The assessment is structured around three main components:

Role-plays (coached and assessed)

Four exercises in small groups: two coached sessions and two formally assessed live role-plays. Each session lasts four hours. Participants act as conciliators/mediators through all stages of the process. Preparatory sessions are provided for guidance and support.

Written test

Multiple-choice and short-answer questions focused on key principles and concepts of conciliation and mediation.

Personal Development Plan

Participants reflect on their strengths and areas for improvement, and outline how they plan to apply newly acquired skills in future professional practice.

Attendance requirements

100% attendance at all live sessions is mandatory. Participants must have stable internet, a computer or laptop with a working camera, microphone, and headset, and a quiet environment.

Certification

Participants who successfully complete all components receive an ITCILO Certificate of Achievement, assessed against the internationally recognised ITCILO Matrix of Competences. 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.

After completing Module 2, advance to Module 3 — Advanced Skills for Conciliators/Mediators to further strengthen your professional practice in labour dispute prevention and resolution. This course is part of the ITCILO Conciliation/Mediation Learning Path — a structured progression embedded in the broader ITCILO Social Dialogue curriculum, grounded in ILO standards on collective bargaining and labour relations.

Browse the full catalogue of ITCILO Social Dialogue courses.