Complaints Mediation
Starting dates and places
Description
Acquire positive behaviours, skills and confidence to secure mutual solutions in difficult situations.
We offer the experience and expertise that comes from fourteen years of providing accredited mediation training.
The Complaints Mediation course is for organisations or individuals wanting to offer mediation as part of their complaints procedures. The course offers skills which can be used at any stage of the complaint process. Suitable for complaints managers, PALS, practice managers, health advocates, student experience officers, student services staff and staff responsible for improving the patient or customer experience.
This course can also be offered as a one day, three day or full certificate course.
The course is highly experiential and interactive with high levels of trainer demonstration, coaching and skills practice. The course offers insightful theory which will help you understand the ps…
Frequently asked questions
There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.
Acquire positive behaviours, skills and confidence to secure mutual solutions in difficult situations.
We offer the experience and expertise that comes from fourteen years of providing accredited mediation training.
The Complaints Mediation course is for organisations or individuals wanting to offer mediation as part of their complaints procedures. The course offers skills which can be used at any stage of the complaint process. Suitable for complaints managers, PALS, practice managers, health advocates, student experience officers, student services staff and staff responsible for improving the patient or customer experience.
This course can also be offered as a one day, three day or full certificate course.
The course is highly experiential and interactive with high levels of trainer demonstration, coaching and skills practice. The course offers insightful theory which will help you understand the psychology of conflict and help you to respond positively in conflicts. The course offers practical skills and techniques to help people reach resolution.
Course objectives:
- Understand the principles, theory and concepts of mediation
- Understand why people behave the way they do in conflict
- Create a safe environment within the mediation process
- Build rapport and trust with people in conflict
- Engage resistant people in a constructive process
- Demonstrate impartial practice
- Manage and structure the mediation process
- Facilitate co-operation and joint problem-solving
- Assist people in conflict to achieve win-win outcomes
- Understand what is suitable for mediation and what is not.
Comprehensive course materials include
- scripts for key mediator inputs
- question lists
- mediation process maps and checklists
- typical conflict challenges and model responses
- post course study pack
- full course assessment criteria.
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