Equipping Parenting Support Teams with Practical Mediation Skills

Image credit: Action for Children

Delivering bespoke mediation training for Action for Children

In a continuation of our valued partnership with Action for Children, The TCM Group recently delivered a bespoke two-day Practical Mediation Skills (PMS) training programme. Designed specifically for family practitioners in Worcestershire, this course aimed to enhance frontline capabilities in managing and resolving complex family conflicts. The training was led by Eva Edel, a specialist in intergenerational mediation known for her compassionate, hands-on approach to tackling parent-child conflict.

Client background and training needs

Action for Children supports over 100 parenting referrals each month across Worcestershire. Their Parent Support Workers are deeply experienced professionals delivering both group and 1:1 interventions for families navigating serious challenges such as:

• Parental conflict and breakdowns in co-parenting relationships
• Escalated tensions and aggression from teenagers towards parents
• Complex communication dynamics across generations

Recognising the need for a more structured and proactive mediation skillset, Action for Children commissioned TCM to provide a programme that would deliver early intervention techniques and practical tools for frontline practitioners.

Objectives of the skills training

Ahead of the course, a Learning Needs Analysis was conducted, revealing key development goals:

• Equip staff with the language and confidence to handle high-conflict situations sensitively and assertively.
• Provide tools they can pass on to parents, ensuring continuity and empowerment beyond the direct support of the charity.
• Support staff in developing resources and facilitation strategies for family workshops and sustained interventions.

Course design and delivery

The two-day programme was tailored for two distinct teams: one working on conflict between parents and teenagers, and another focused on co-parenting support post-separation. It combined experiential learning, scenario-based case studies, and interactive dialogue. It was designed to simulate real-life challenges and build confidence in:

• De-escalating emotionally charged family interactions
• Applying mediation principles in early-stage interventions
• Navigating volatile or resistant behaviours using empathy-led frameworks
• Building durable trust and communication pathways between estranged family members

All scenarios and tools were aligned with the daily realities of frontline staff, ensuring relevance and immediate applicability.

A standout delivery experience

Eva Edel’s expertise in intergenerational conflict and her collaborative approach to training design were central to the programme’s success. Her style, engaging, responsive, and grounded in real-world practice, resonated strongly with participants, contributing to an atmosphere of trust, open dialogue, and practical learning.

Feedback was both enthusiastic and affirming. Delegates highlighted the course’s impact on their confidence and practical readiness.

Sarah Minshull, Parenting Service Coordinator shared:

“We have been so impressed with how the training content was designed specifically for the team’s role. Case studies were aligned with day-to-day work and gave a good platform to facilitate discussion, bringing the learning to life. There was great communication with the trainer before, during and after the training and the delivery was well balanced. Would recommend.”

Rachael Franks, Family Hub Practitioner, added:

“Eva our trainer was fabulous, very professional and engaging. I thoroughly enjoyed the course and its content. It was very interesting and informative. Thank you.”

Eva Edel echoed the sentiments, saying:

“It was a lovely group to work with. They were very engaged and great at sharing examples of their work, which made the delivery of the training very interesting. They already had lots of experience with communication but still found it very helpful, particularly the concepts we covered such as the volcano, the idea of loss in conflict, and Maslow’s hierarchy of needs.”

A strategic learning partnership

This PMS programme was a testament to what can be achieved through collaborative, needs-led training design. By integrating insights from frontline staff and aligning delivery with their day-to-day context, TCM was able to provide a deeply impactful learning experience. It highlights Action for Children’s focus on mediation in the heart of family support services, whilst also complementing our previous work with the organisation, such as their Quality Conversations journey.

If you’re exploring how to equip your teams with vital skills in communication, emotional intelligence and leadership, we’d love to talk. Let’s create a tailored, meaningful learning experience for your organisation. Contact us to get started.