Mediation and Complaints Resolution Training: How to Resolve Disputes at a Local Level Using Proven Mediation Techniques

27 September 2022
10:00 - 16:15
Location:
Online, Webinar,

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About This Event

The event has been designed for senior professionals in the NHS and Private Health Sector who are responsible for resolving complaints. The training program is based on our extensive experience of helping complaints professionals mediate complaints locally before they escalate to FTP.

Particularly relevant in the current climate, this course addresses the rising complaint volumes faced across all sectors. With a focus on the emotional impact of complaints, the course identifies key mediation techniques that foster both early resolution and de-escalation. By exploring these alternative dispute resolution strategies, it is possible to provide individuals with the skills they need to resolve complaints at the point of delivery and interaction.

The course will also explore different perspectives and provide participants with the ability to understand the root of the complaints. This is achieved through learning about the ‘Aero approach’ and introducing techniques that have a history of helping teams to efficiently overcome challenges.

Ultimately, a finer understanding of mediation techniques provides participants with an improved understanding of what causes complaints and how they can be resolved through the effective use of a person-centered process.

Key Objectives

  • Improved confidence in using mediation techniques to resolve challenging customer complaints
  • Use of a methodology to improve consistency in successfully addressing challenging customer concerns

Programme

  • 10.00: Welcome introductions and objectives
  • 10.15: Approaching Resolution: What is the DNA of good complaint management? What does resolution look like? This session will draw on our own experiences as consumers, and will explore mediation techniques in action
  • 11.15: Break
  • 11.30: Case Study 1 and group discussion
  • 12.15: Methodology and AERO model
  • 13.00: Lunch
  • 13.30: Case Study 2 and group discussion
  • 14.15: Break
  • 14.30: Case Study 3 – work on your own case
  • 15.45: Summary and Personal Action Planning
  • 16.00: Review
  • 16.15: End of course

Workshop Details

This is a virtual workshop with a secure log in to video conferencing and online resources live for 3 months.

Maximum number of places: 30

Workshop Fee: £250 + VAT pp

Bespoke workshops are available. Please contact sclark@nockolds.co.uk or call 07919 158 962 to discuss your requirements.

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