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Ombudsman 3 Half Day Workshop

Mon, 17 Feb

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Google Teams

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Ombudsman 3 Half Day Workshop
Ombudsman 3 Half Day Workshop

Time & Location

17 Feb 2025, 9:00 am – 19 Feb 2025, 12:00 pm

Google Teams

About the event

This is a customised training and coaching focusing on phone de-escalation and dispute resolution skills. Each session will run for half a day over the course of 3 days . Phone de-escalation and dispute resolution training is designed to equip individuals with the necessary skills to calmly and effectively handle challenging phone calls and resolve conflicts in a professional manner.


The training typically covers techniques for managing emotions and remaining calm under pressure, active listening skills to better understand the caller's concerns, strategies for defusing tense situations, and positioning statements to assert boundaries and maintain control of the conversation.


Participants may also learn how to effectively communicate with difficult or upset callers, and how to find common ground or potential solutions to disputes. Role-playing exercises and real-life scenarios may be incorporated into the training to provide practical experience and reinforce learning.


Overall, this type of training aims to enhance customer…

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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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