Complaints mediation training in the workplace

Mediation training packages for complaints handling.

Mediation is now strongly encouraged as an early, informal, and rapid means of resolving many types of complaints. Ombudsmen and most professional bodies all expect that mediation will have been tried before a complaint is escalated to a more formal level, and we now see mediation being used routinely for complaints handling in police, health settings, local authorities, the private sector, and in all levels of education.

We have developed the following training courses in using mediation for handling complaints within organisations. But of course, if you want us to customise something different for you, of have a particular area of application that you would like to discuss with us, do please let us know.

Some of the organisation we’ve worked with…

Short courses

Understanding Mediation

Getting started

Thinking of bringing complaints mediation in-house as a way to resolve complaints? This starter package is great for managers, senior staff, and HR professionals.

Our one-day package includes:

  • Expert training in complaints mediation, uses, costs & benefits
  • Some key mediation skills that your group can take away and use straight away
  • How to decide which situations would be suitable (and unsuitable) for mediation
  • Building mediation into your policies and procedures
  • Where next?

Practical Mediation Skills

Developing your skills

If you would like your staff to be able to use some key mediation skills, but without having to qualify as mediators.

A two-day Practical Mediation Skills course, covering:

  • An abbreviated version of the five-day accredited training
  • Criteria for selecting what kinds of cases would be suitable for mediation
  • How to combine their skills into their regular professional roles

Accredited courses

Interpersonal Mediation Practitioner’s Certificate

Qualify your own group of in-house mediators

If you want to be able to handle complaints better, and to work in a manner consistent with the OIA’s ‘Good Practice Framework’.

A five-day package for those new to the subject, or who already incorporate some elements of mediation/conciliation into their processes, including:

  • Practical training in Mediation and Conciliation skills for resolving complaints and disputes
  • Advice and best practice guidance on how to build mediation and conciliation into your complaints processes, based on the OIA guidelines
  • Templates and example of relevant paperwork and procedures
“An excellent learning environment. The trainer was evidently a highly experienced and passionate facilitator.”Colette McGinn, SO3 Resilience
Royal Air Force
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Download our brochure

Our workplace mediation training brochure includes information on our most popular courses, including our accredited qualifications.

Find out here
Scheduled public courses

With a number of courses scheduled at venues across the country, our public courses are perfect if you have less than four people to train.

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Interested in a proposal?

We’re always happy to prepare a quote for your training needs and provide all the options you need to make an informed decision.

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