Dispute Resolution training for Ombudsman staff - IN HOUSE EVENT

The in house event Dispute Resolution training for Ombudsman staff focuses on providing tailored training in complaints handling, conflict resolution, and effective communication in decision making. The two-day workshop includes pre-course questionnaires, co-design of content, and role-play activities, all customized to meet the needs of the Transport Ombudsman. The training material, delivered by Shiv Martin, integrates common conflict scenarios encountered by the Transport Ombudsman.

Key components of the training include understanding different approaches to conflict, identifying causes of conflict, and applying the Skills, Process, Tools approach. The workshop also revisits the Harvard Negotiation Project model, covers strategies for building rapport and trust with stakeholders, and explores communication skills that support best practices in dispute resolution. Overall, the workshop aims to enhance staff's ability to handle complaints effectively and resolve conflicts in a timely and professional manner.