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.

About the course

The aim of this two-day course is to get you to the point of being confident and competent to resolve complaints using mediation skills.

At the conclusion of the course, you will be able to:

Understand how mediation compares with other methods of resolution
What mediation skills can and can’t do, and the sorts of complaints it would be beneficial for. Why confidentiality and impartiality are important.
Understand how complaints start and how they develop
The signs and symptoms of conflict and the importance of early intervention. Dealing with resistance and getting buy-in to the resolution process.
Use a stage-by-stage model for the resolution of complaints
Exploring UK Mediation’s relational model, re:talk. Encouraging people in and then setting up and running a facilitated resolution process.
Set up and run a facilitated resolution meeting between complainant and complainee
Getting people to meet and to have a productive conversation. Managing disruptive behaviour and keeping the discussion on-track.
Understand the skills required for effective complaints resolution
Learning some key mediation skills, including reframing and active listening. Having a go at one of our specially-chosen case examples.
Build agreements between complainant and complainee
Creating options for a mutually-beneficial resolution of complaints. Creating an environment that allows parties to come up with their own resolutions.

Mediation Skills for Complaints Handling covers everything you need to be able to resolve complaints with a facilitated conversation.

This includes:

Some key mediation skills and principles
Applying mediation skills in a step-by-step process
Confidentiality and impartiality when working face-to-face or online
How to get a good resolution without directing or imposing
How to ensure that your facilitated conversations are safe and effective

Our trainers have a wealth of practical mediation experience and are able to adapt the course content to the make-up of the particular group.

All of our courses are live interactive events run by a practising mediator who is an expert in the field.

This course includes a combination of:

Custom-made video clips
Lecture and live discussion
Group exercises

Practice sessions with simulated case material
Real-life case studies

The course is delivered face-to-face at your location, or online via Zoom or Teams, where we can use custom-made video material, run small-group exercises, and take part in some case simulations.

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

Get a quote

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.

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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.