Member Portal

Our popular Complaint Handling Workshops are being offered again in May 2020. Two all-day workshops are conducted by Nina Harding, a dispute resolution expert with over 20 years’ experience in resolving business disputes. Nina has taught complaint handling and negotiation around Australia and overseas.

Module 1 – Tuesday 5 May

  • fundamentals of complaint handling
  • new trends and issues
  • impact of social media on conflict
  • understand conflict, why customers are unique and have different needs
  • identify underlying issues
  • micro skills on the phone and face-to-face
  • manage high need complainants
  • break impasses
  • reality testing skills

Module 2  Wednesday 6 May (module 1 attendance is a prerequisite to module 2)

  • identify issues
  • build rapport
  • 1st, 2nd and 3rd position
  • telephone complaint handling – preparing for a negotiation, dealing with the concerned complainant over the phone
  • self-awareness and skills development
  • what pushes your buttons
  • prepare for a negotiation – the Harvard 7 Element Negotiation Prep Tool
  • insights into how other industries deal with complaints

Registration, pricing and location details to be advised

​​​​