Negotiation skills for complaints handling

Join me for 2 days of online training in negotiation skills for complaints handling: 

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

Day 1: 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: 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