with Shiv Martin

Wednesday, 24 July 2024 | 9am – 2pm AEST | Online
&
Thursday, 25 July 2024 | 9am – 2pm AEST | Online

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, 24 July 2024 , and Thursday, 25 July 2024, from 9 am to 2 pm AEST, as we delve into the art and science of effective complaints handling with the esteemed Shiv Martin.

Day 1: Wednesday, 24 July 2024 | 9am – 2pm AEST | 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

• 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!

About the trainer

Shiv Martin

Shiv is a nationally accredited mediator, practicing lawyer, conciliator, decision maker and certified vocational trainer. She has engaged in complex dispute resolution, stakeholder engagement and team building in the government, education and justice sectors for the past 15 years, occupying various executive and senior panel appointments for state  and federal government agencies. Shiv delivers facilitation, dispute resolution and training services that seek to build our capacity to connect, build relationships and problem solve through better conversations.

Read more about Shiv Martin

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