Public service masterclass with Resolution Institute

Join me online for 2 days of online training: 

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

Day 1: Thursday, 10 August 2023 | 1pm to 5pm AEST | Online

- Exploring the conflict resolution models utilised by different Courts, Tribunal, Commissions, Authorities and Ombudsman organisations.

- Identifying the advantages and disadvantages of different conflict resolution models (assisted negotiation, mediation, conciliation, arbitration and decision making).

- Dealing with challenging conversations while ensuring fair processes.

- Managing expectation and setting limits to conversations in dispute resolution processes. 

- Developing an understanding of why certain communications can be more difficult due to vulnerability, an underlying psychosocial disability or cultural misunderstandings.

- Discuss the importance of policies and frameworks in providing your team with the right tools to manage difficult interactions.

Day 2: Friday, 11 August 2023 | 1pm to 5pm AEST | Online

- Facilitating groups and meetings in public service – key strategies for better outcomes.

- Improving systems for conflict resolution. Tools for designing more effective conflict resolution processes with a specific focus on intake and triage.

- Advanced procedural fairness considerations – explore reasonable adjustments.

- Mapping your stakeholders and prioritising key relationships.

- Audit and evaluate dispute resolution processes for continuous improvement. How to provide feedback and improve the capacity of your complaints resolution team.