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Wed, 28 Feb

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Fundamental conflict resolution skills

Fundamental conflict resolution skills - ONLINE WORKSHOP

Day 1: Wednesday - 28th Feb 2024 TBC | 9am to 2pm AEDT | Online Day 2: Thursday - 29th Feb 2024 TBC | 9am to 2pm AEDT | Online AUDIENCE: Mediators and conciliators - dispute resolution and complaints handling professionals

Fundamental conflict resolution skills - ONLINE WORKSHOP
Fundamental conflict resolution skills - ONLINE WORKSHOP

Time & Location

28 Feb 2024, 9:00 am AEST – 29 Feb 2024, 2:00 pm AEST

Fundamental conflict resolution skills

About the event

Join me for 2 days of online training exploring the fundamental conflict resolution skills:

To register head to the Resolution Institue website and follow the "Register Now" button.  

Embark on an enriching experience that goes beyond the ordinary — a two-day virtual workshop designed to hone your negotiation prowess and elevate your conflict resolution skills. Join us on Wednesday, 28 February 2024, and Thursday, 29 February 2024, from 9 am to 2 pm AEDT, as we delve into the art and science of effective complaints handling with the esteemed Shiv Martin.

Day 1: Wednesday, 28 February 2024 | 9am to 2pm AEDT | Online

  • Understanding the underlying causes of a complaint
  • Identifying the key issues using Interest-based Negotiation strategies
  • Building rapport to uncovering underlying interests and effective information gathering
  • Establishing credibility and managing expectations
  • Option generation for value creation
  • Core skills for good complaints management

Day 2: Thursday, 29 February 2024 | 9am to 2pm AEDT | Online

  • Procedural fairness
  • Different approaches to complaints resolution (early resolution, investigation, decision making, review) and applying the conflict resolution continuum
  • Advanced communications skills for communicating with individuals with psychosocial disability and Human Rights consideration.
  • Managing repeat/ vexatious/ unreasonable complainants
  • Checking yourself and supporting your team – building emotional resilience
  • Strategies for systemic improvement

Save the dates and invest in your professional growth! See you there!

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