This course specifically addresses the need of groups who wish to train in mediation to resolve complaints at the earliest possible stage. The programme is especially popular with those wishing to incorporate structured mediation skills into their existing roles as complaints managers, tenancy officers, ombudsmen, or registry staff.
Mediation Skills for Complaints Handling aims to train your group to resolve complaints in a more positive way, using the same step-by-step model employed by mediators, and teaches your delegates to resolve all manner of complaints. This use of mediation training has been effectively implemented into healthcare, housing, education, and private sectors.
Learn how to resolve disputes between complainants and complainees
Gain key mediation skills and tools
Build mediation skills into your professional role
We carry out an in-depth pre-course consultation with you prior to delivery, and then tailor the materials and case scenarios to those specific requirements.
All of our trainers are practising mediators with many years of experience. They are also certified adult educators, meaning you’re in capable hands during your training!
ISO-9001 is the internationally-recognised standard for quality management. You can be sure that all of our training will be carried out in an efficient and quality-focused manner.
At any point following your training, you can get in touch with us to discuss queries and ask for advice. We can also provide you with any forms or documents that you might need.
This two-day course covers everything you need to be able to facilitate productive conversations regarding a complaint, including:
Some key mediation principles and skills
Applying mediation skills in a step-by-step process
Confidentiality and impartiality when mediating
How to set up and manage a facilitated conversation
Dealing with disruption and resistance
How to get a good resolution without directing or imposing
How to ensure that your facilitated conversations are safe and effective
At the conclusion of the two days, you will be able to:
Compare and contrast using mediation skills with other forms of dispute resolution
Understand the essential skills and qualities of an effective complaints resolver
Know when and how to apply mediation skills to complaints
Set up, facilitate, and conclude resolution meetings
Delivered either online or in-person at your location, all of our courses are live, interactive events, run by a practising mediator who is an expert in the field.
Mediation Skills for Complaints Handling includes a combination of:
Custom-made video clips, either of a family dispute or of a tenancy dispute
Lecture and live input by the trainer and discussion among delegates
Practice sessions with simulated case material
Real-life case studies
Want to find out more or get a quote from us?
We're a friendly bunch at UK Mediation and we're always happy to talk about our training courses.
Whether you're interested in a specific course of ours, or if you would just like some friendly advice, just fill out the form and we'll get straight back to you.
Please get in touch!
We understand that you may have some queries about the course’s content or about how the training is delivered.
We’ve gathered together some of the most Frequently Asked Questions and have answered them below.