Child & Adult Social Care Complaints Mediation Training
Twenty years experience in resolving disputes, complaints and conflicts with vulnerable stakeholders, customers and service users with complex needs. We can share our in-depth experience and expertise across a range of 1, 2 or 6 day courses, in-person or online. We have tailored courses for a range of staff and clients across both public and private sector. Creating a culture of resolution for local authority complaints teams, complaints commissions, ombuds and regulatory bodies.
NATIONAL CERTIFICATE IN MEDIATION SKILLS (6 DAY)
In-house and open courses available. This course gives the positive behaviours, skills and confidence to prevent, resolve and transform disputes, complaints and conflicts. The course is for internal mediation teams or individuals wanting to work as a professional mediator. We provide a unique relational model and a values based approach to relationships in conflict, giving powerful strategies and the psychological keys to unlock conflict. The course is an insightful and challenging journey transforming experienced problem solvers into confident, competent mediators, giving a leading edge in successful dispute resolution. The course includes 12 months case support and service development advice.
This accreditation is one of the few mediation courses listed on OfQual’s Official Register of Qualifications and recognised by the QCF (Qualifications & Curriculum Framework). OfQual is the independent qualifications regulator for England and Wales.
Why go on this course?
For feedback from local authority complaints officers and to see the breadth and depth of our complaints mediation experience and community engagement experience, see here –
We are happy to share our expertise and experience in mediating and setting up complaints mediation and complaints resolution services for a wide range of public sector bodies, including Adult Social Care, Children’s Services, CAMHS, University complaints, NHS complaints, complaints commissions, Ombuds and regulatory bodies for the professions – call 0800 028 3866.
Who is it for?
Local authority complaints officers and local authority mediators who want accredited and tailored training specifically relevant to the complaints context and the needs of both staff and service users.
Here we list the overall framework and can talk with you about how we tailor the training to your local issues, the specific needs of a range of client groups, the learning needs of new or experienced complaints officers.
The course is highly experiential and interactive with high levels of trainer demonstration, coaching and skills practice. The course offers insightful theory which will help you understand the psychology of conflict and help you to respond positively in complex and challenging conflicts. The course offers practical skills and techniques to help people reach resolution.
- Understand the principles and theory of mediation
- Understand the psychology of conflict escalation and conflict resolution
- Create a safe environment within the mediation process
- Build rapport and trust with people in conflict
- Engage resistant people in a constructive process
- Maintain an impartial role
- Manage and structure the mediation process
- Facilitate co-operation and joint problem-solving
- Demonstrate anti-discriminatory practice
- Constructively manage difficult, conflict behaviours and strong emotions with appropriate control
- Strengthen sustainable resolution by addressing underlying psychological factors
- Assist people in conflict to achieve win-win outcomes
- Know when to mediate and when not to
- Understand your own development and support needs as a mediator.
Comprehensive course materials include
- Scripts for key mediator inputs
- Question lists
- Mediation process maps and checklists
- Typical conflict challenges and model responses
- Ethical framework
- Post course study pack
- Full course assessment criteria.
The course is delivered over two runs of three days (Tue-Thu) with a week in between for reflection, consolidation and practice.
Terms & Conditions
Must be made in full no later than 14 working days prior to the course start date. Grant or funded delegates may pay retrospectively.
The following charges will apply if you wish to transfer your booking to a later course date:
21+ working days before a course = 0% of the course fee
6-20 working days before a course = 15% of the course fee
1-5 working days before a course = 30% of the course fee
To transfer a delegate please call us on 0800 028 3866.
You can transfer a place on a course to a substitute delegate free of charge.
The following charges will apply if you wish to cancel a course:
6-20 working days before a course = 33%
1-5 working days before a course = 50%
Cancellations must be received in writing via email to firstname.lastname@example.org and must contain the full booking details including organisation name, booking and delegate contact details.
For full terms and conditions please see Terms and conditions page.