FOS IDR Workshops
Resolving Customer Complaints Workshop
The Financial Ombudsman Service (FOS), in conjunction with Nina Harding Mediation Services, is running a training program designed to provide customer-facing staff with enhanced skills for managing complaints.
About the program
Session One – Resolving Customer Complaints 1
Topics cover:
- Dispute resolution skills
- Matching to create rapport
- The nature of conflict
- Effective communication/understanding skills
- The elements of a good experience
- Dealing with high needs complainants
- How to avoid, manage and resolve complaints
All participants will receive a workshop manual which contains further information on dispute resolution skills, a simple complaint handling process and a guide on where to find further information.
Session Two – Resolving Customer Complaints 2
This higher level workshop utilises a case study to illustrate best practice internal dispute resolution processes.
Topics cover:
- Identifying issues and building rapport
- Preparing for a negotiation
- Understanding your strengths
- Working as a team
- Identifying personality types
- Advanced communication skills including understanding the deeper meanings of words\
About the presenters
Nina Harding is a Harvard Law School trained mediator, LEADR Advanced Mediator and former Project Manager at the Centre for Dispute Resolution, London. Nina has:
- Mediated numerous commercial, workplace and development disputes over 14 years. She has a particular interest in large multi-party public issue disputes
- Trained hundreds of people in Australia and Asia Pacific in mediation and negotiation skills
- Conducted postgraduate training courses at numerous universities including University of Sydney, La Trobe University and Hong Kong University.
- Run in-house training for Australian Securities and Investments Commission (ASIC), State Forests, NSW Premier's Department, Aboriginal Land Councils, KPMG, US Aid, United International Pictures and the Financial Industry Complaints Service.
Where and When
Melbourne
Marriott Melbourne Hotel - www.marriott.com.au
IDR Workshop – Resolving Customer Complaints 1 – 9 May
IDR Workshop – Resolving Customer Complaints 2 – 10 May
Adelaide
This event has peen postponed
Sydney
Marque Hotel Sydney - www.marquehotels.com
IDR Workshops – Resolving Customer Complaints 1 – 5 June
IDR Workshops – Resolving Customer Complaints 2 – 6 June
Brisbane
Brisbane Marriott Hotel - www.marriott.com.au
IDR Workshops – Resolving Customer Complaints 1 – 12 June
IDR Workshops – Resolving Customer Complaints 2 – 13 June
Perth
Mantra on Hay - www.mantra.com.au
IDR Workshops – Resolving Customer Complaints 1 – 27 August
IDR Workshops – Resolving Customer Complaints 2 – 28 August
Gold Coast
IDR Workshops –Resolving Customer Complaints 1 – Date TBC
IDR Workshops –Resolving Customer Complaints 2 – Date TBC
Cost
Session One $385
Session Two $550
Session One and Two (2 days) $795
The above cost is per person, per session and include GST
Registration
Registrations for MELBOURNE are now closed.
Regisrations for SYDNEY are now closed as the event has reached capacity.
Enquiries
Karen Driessen – Team Assistant, Communications
Email: kdriessen@fos.org.au
Phone: (03) 8623 2033