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