Negotiation and Dispute Resolution Skills for Entrenched Complaints - Adelaide 3...

Adelaide, SA(AUS)
Thursday, 31 October 2019

Negotiation and Dispute Resolution Skills for Entrenched Complaints - Adelaide 31 October 2019

Thursday, 31 October 2019 9:00 AM - 4:30 PM (MelbourneTime)

Express Training Connections
Edments Building, Level 5, 38 Gawler Place
Adelaide, SA(AUS) 5000

Michaela Edwards
Membership Officer
SOCAP Australia
Phone: 02 8095 6426
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  1. You must register a group of 3 or more.
  2. You can also register a group. Learn More
    You will have the opportunity to add additional group members later in the registration process. If there are fees associated with this event, the total fees for all registrants in the group will be charged to the first person in the group. If members of the group are paying individually (for example, with different credit cards), you must create separate registrations for each.


This ​workshop ​combines ​elements ​of ​both ​effective ​dispute ​resolution ​skills ​for ​entrenched ​complaints ​and ​negotiation ​skills ​training, ​to ​enable ​you ​to ​learn ​in ​just ​one ​day ​how ​to ​resolve ​disputes ​and ​achieve ​lasting ​win/win ​outcomes ​for ​both ​the ​customer/consumer ​and ​your ​organisation.

The ​session ​is ​100% ​interactive ​and ​attendees ​learn ​new ​concepts ​by ​actively ​participating ​in ​role ​plays, ​by ​practicing ​skills ​in ​small ​groups ​and ​through ​debriefing ​together.

Learning ​Outcomes

Learn ​a ​structured ​dispute ​resolution ​win/win ​process ​for ​resolving ​entrenched ​complaints,
Acquire ​tools ​to ​effectively ​negotiate ​in ​the ​complaints ​environment,
Cultivate ​communication ​skills ​to ​improve ​customer ​relationships ​and ​help ​you ​deal ​with ​even ​the ​most ​challenging ​conflict ​situations,
Improve ​your ​personal ​approach ​to ​conflict ​and ​understand ​why ​you ​respond ​in ​certain ​ways, ​and
Learn ​to ​effectively ​and ​quickly ​resolve ​customer ​complaints ​by ​focusing ​on ​what ​is ​at ​the ​heart ​of ​the ​issue.
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