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.

On the course, you will learn:

  • Key mediation skills: a selection of essential tools drawn from our 5-day qualification course
  • The opportunities, benefits, and limitations of running facilitated conversations
  • How to decide which sorts of complaints would be suitable for mediation
  • Facilitating conversations between complainants and complainees
  • Building mediation skills into your professional role

This course is designed for groups of 4-12 delegates when delivered online, or for 6-16 delegates when delivered face-to-face. If you are an individual looking for similar training, we would recommend our open-access Mediation Skills for Facilitated Conversations course.


At a glance

  • 2-day course
  • Delivered either in-person or online
  • For groups of 6 to 16 in-person
  • For groups of 4 to 12 online
  • Includes pre-course consultation
  • Facilitated by one of our expert trainers
  • Fully-customised materials and case simulations
  • ¬£ + VAT
Book now

0800 772 0778

Scheduled dates for this course...

There are no dates currently scheduled for this course. Contact us if you would like to arrange an in-house version of this course or discuss other options.
"I have gained confidence in dealing with complaints and have learnt new skills which will help greatly when it comes to difficult conversations. Really enjoyed the course!" Lucy Page, Customer Service Advisor, Flagship Group
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Would in-house be better?

We can offer this course as an in-house option and train your entire team at a time and place convenient for you.

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