Dispute Resolution Microskills for Complaint Handlers (28 May 2025)
Wed, 28 May
|Four Seasons Hotel
This one-day workshop will provide complaint handlers with targeted dispute resolution (DR) microskills to enhance their effectiveness in managing disputes, clarifying issues and managing challenging interactions.
Time & Location
28 May 2025, 9:00 am – 5:00 pm
Four Seasons Hotel, 199 George St, Sydney NSW 2000, Australia
About the event
Focusing on practical tools and strategies, participants will learn advanced conflict communications skills grounded in neuroscience research, including skills in motivational interviewing and conflict coaching. Through case studies and guided discussions, we’ll explore how to build trust-based communication, manage expectations, and de-escalate challenging interactions. Importantly the microskills taught in this course are inclusive and sensitive to the needs of all stakeholders
Who should attend
Complaint handlers working in public sector, community services and non-government agencies, in regulatory environments and in oversight bodies.
Duration – full-day workshopThis workshop requires a time commitment of 7.5 hours including 15-minute morning and afternoon tea breaks and a 30-minute lunch break. This workshop is normally scheduled from 9.00 am to 4.30 pm.
Learning outcomes
Attendees will learn to navigate emotionally charged situations with greater confidence, employing neuroscience-backed approaches to regulate responses, engage effectively, and foster constructive outcomes while providing inclusive dispute resolution processes. By the…