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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
Negotiation skills for complaints handling

Day 1: Thursday, 17 August 2023 | 1pm to 5pm AEDT | Online
Day 2: Friday, 18 August 2023 | 1pm to 5pm AEDT | Online

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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