Mediation Skills for Complaints Handling

Learn how to resolve complaints more positively using mediation skills.

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.

At a glance...

2-day course
Face-to-face or online
For 6 to 12 delegates
Pre-course consultation
Delivered by expert trainers
Fully-customised materials

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About the course

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
Group exercises
Small-group activities
Practice sessions with simulated case material
Real-life case studies

What our learners say

"I would like to thank you for your excellent assistance in delivering the training. The approach was engaging throughout and was very well received by the attendees. The style of presentation was exceptional and I am very proud to have worked with you and learned from you."

Michelle Williams Dental Complaints Service

"My overall experience was fab and I thoroughly enjoyed these two days. I loved the interactive sessions and everything I learnt to improve my mediation skills. The trainer was brilliant!"

Keya Prasad University Hospitals Birmingham NHS Foundation Trust

"A brilliant course. Re-framing in particular will be valuable to my role as it allows us to address the complaint in a more positive way."

Louise Garner Chesterfield Royal Hospital NHS Foundation Trust

"All very useful and relevant. It was great to learn more about using mediation skills and how to put it into practice."

Linsey Thomas Derbyshire Healthcare NHS Foundation Trust

"A great course that will be useful in my role. Everything was clearly explained and I enjoyed the opportunity to practice skills."

Susan Cobb Manchester Metropolitan University

"The training was very helpful as I deal with confrontational calls everyday. I have learned how to remain impartial and how to use reframing which I will be able to use in future."

Pauline Munt Flagship Group

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Want to find out more or get a quote from us?

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Course FAQs

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.

Who should attend this course?

This two-day course would be suitable for those who deal with complaints in their professional roles, including customer service workers, complaints managers, academic registry staff, housing associations, and ombudsmen.

No previous experience with conflict resolution is required in order to attend.

Will I be a mediator after doing this course?

No, we are careful to distinguish our shorter courses from our accredited mediator programmes.

What we say is that this course will you how to facilitate resolution meetings with complainants and complainees, but you won’t be a Mediator. To gain full accreditation, you would need our Interpersonal Mediation Practitioner’s Certificate course.