Advanced Early Resolution Skills Workshop In-house for Ombudsman Organisation (Victoria)

This two-day in-person workshop is designed for staff at all levels, focusing on enhancing early resolution skills through practical application. Building on the foundational skills learned in previous training, participants will engage in interactive sessions that include role play, tailored content, and effective communication strategies.

Day 1 will focus on Practical Resolution Skills (Phone and In-Person) and Day 2 will focus on Advanced Writing Skills and Shuttle Negotiations

Learning Objectives:

1. Enhancing Resolution Skills: Improve participants' ability to navigate challenging discussions.

2. Using Neutral and Persuasive Language: Equip staff with skills to communicate effectively and empathetically.

3. Building Trust and Credibility: Develop strategies to establish their role as impartial representatives.