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Dispute Resolution Microskills for Complaint Handlers

Tue, 27 May

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Four Seasons Hotel

This one-day workshop will provide complaint handlers with targeted dispute resolution (DR) microskills to enhance their effectiveness in managing disputes, clarifying issues and managing challenging interactions.

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Dispute Resolution Microskills for Complaint Handlers
Dispute Resolution Microskills for Complaint Handlers

Time & Location

27 May 2025, 9:00 am – 5:00 pm

Four Seasons Hotel, 199 George St, Sydney NSW 2000, Australia

About the event

Focusing on practical tools and strategies, participants will learn advanced conflict communications skills grounded in neuroscience research, including skills in motivational interviewing and conflict coaching. Through case studies and guided discussions, we’ll explore how to build trust-based communication, manage expectations, and de-escalate challenging interactions. Importantly the microskills taught in this course are inclusive and sensitive to the needs of all stakeholders


Who should attend


Complaint handlers working in public sector, community services and non-government agencies, in regulatory environments and in oversight bodies.

Duration – full-day workshopThis workshop requires a time commitment of 7.5 hours including 15-minute morning and afternoon tea breaks and a 30-minute lunch break. This workshop is normally scheduled from 9.00 am to 4.30 pm.


Learning outcomes


Attendees will learn to navigate emotionally charged situations with greater confidence, employing neuroscience-backed approaches to regulate responses, engage effectively, and foster constructive outcomes while providing inclusive dispute resolution processes. By the…


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Our Location

  • What factors determine the booking of mediation services and how do you ensure the best chance of resolution in diverse dispute contexts?
    My mediation services can be booked according to the size of the dispute at hand. I have successfully managed complex multi-party disputes spanning a number of days, and short mediations of 90 minutes. Each dispute and each party has unique needs and I will work independently with all parties and legal representatives to design the most appropriate process to ensure the best chance of resolution. I am experienced at mediating across cultures, generations and dispute contexts.
  • What is your background and experience in mediation and conciliation services?
    After over a decade as a full-time panel mediator, conciliator, decision maker and team manager for various government agencies, Commissions and Tribunals, I am now offering my mediation and conciliation services privately. I am highly experienced in managing a diverse range of disputes and adapt a flexible mediation approach following considered pre-mediation discussions with parties and their legal representatives.
  • What qualifications and experience do you bring to the table as a mediator and mediation accreditation training assessor?
    As an experienced Mediator and Recognized Mediation Accreditation training and assessor I bring to the table a high level of emotional intelligence, the technical skills of a lawyer (Over 10 years PAE) and a depth of cross-cultural and intergenerational conflict experience. I am also skilled in Mental Health First Aid and understand the importance of managing emotions and relationships in effectively managing disputes.
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