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Upcoming events

 

General Insurance Open Forums.

Adelaide - 21 August
Perth - 22 August.

The aim of the Open Forums is to bring together those involved in the industry to discuss FOS Determinations and share insights. Based on members' input at registration, our decision makers, where appropriate, prepare papers for discussion at the forums. These events are very popular, so registration is essential.

Registrations for both Perth and Adelaide will open in July.

See our Events Calendar for further details or email cbeattie@fos.org.au to register your interest.

Resolving Customer Complaints Workshop

Perth - 27-28 August

This internal dispute resolution (IDR) workshop is one of our most popular training programs. Run in conjunction with Nina Harding Mediation Services, it is designed to enhance the complaint-handling skills of customer-facing staff.

The workshop will cover the following topics:

  • the nature of conflict
  • effective communication and understanding
  • the elements of a good experience
  • how to avoid, manage and resolve complaints
  • identifying issues and building rapport
  • preparing for a negotiation
  • dealing with high needs complainants
  • understanding your strengths
  • working as a team
  • identifying personality types
  • advanced communication skills, including understanding the deeper meanings of words.

See the IDR Workshop page on our website for more details.

FOS National Conference

Melbourne – 16-17 October

Our 2012 National Conference is being held at the Melbourne Convention Centre. Our aim is to deliver you a conference that deepens your understanding of best practice in dispute resolution and helps you strengthen your relationships with customers.

In the previous edition of The Circular, we asked you what was important to your professional development. Thank you to those of you who filled out the short survey. We have strived to develop a program that meets your requests and is exciting and forward-looking.

Our National Conference will:

  • expand your dispute resolution toolkit
  • help you to increase the efficiency of your internal and external dispute resolution systems
  • explain FOS’s decisions in past cases so you can understand the consistency in our approach
  • illustrate what best practice dispute resolution looks like
  • examine the trends, issues and challenges faced by all players in the financial services sector.

The conference will be a forum for us to share our experiences of dispute resolution to help achieve a broader business goal that we should all share – building service excellence.

Registrations for the 2012 FOS National Conference will open in July.

If you have any questions, please email us at nationalconference@fos.org.au.

 

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