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Negotiation skills for complaints handling
Thu, 17 Aug
|Negotiation skills for complaints handling
Day 1: Thursday, 17 August 2023 | 1pm to 5pm AEDT | Online Day 2: Friday, 18 August 2023 | 1pm to 5pm AEDT | Online
Time & Location
17 Aug 2023, 1:00 pm AEST – 18 Aug 2023, 5:00 pm AEST
Negotiation skills for complaints handling
About the event
Join me for 2 days of online training in negotiation skills for complaints handling:Â
To register head to the Resolution Institue website and follow the "Register Now" button. Â
Day 1:Â Thursday, 17 August 2023 | 1pm to 5pm 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:Â Friday, 18 August 2023 | 1pm to 5pm 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
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