Building Conflict Intelligence for the Workplace

Join me for 2 days of online training exploring the fundamental conflict resolution skills:

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

Embark on an enriching experience that goes beyond the ordinary — a two-day virtual workshop designed to hone your negotiation prowess and elevate your conflict resolution skills. Join us on Wednesday, 28 February 2024, and Thursday, 29 February 2024, from 9 am to 2 pm AEDT, as we delve into the art and science of effective complaints handling with the esteemed Shiv Martin.

Day 1: Wednesday, 28 February 2024 | 9am to 2pm 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: Thursday, 29 February 2024 | 9am to 2pm 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

Save the dates and invest in your professional growth! See you there!