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Dispute Handling and Managing Conflicts to Resolution

Details

Date:
June 23
Time:
10:00 am - 12:00 pm
Other Time Zones:
10.00am – 12.00pm (NSW, ACT, Tas, Vic, QLD)
9.30am – 11.30am (SA, NT)
8.00am – 10:00am (WA)
Cost:
$250 – $280
Event Category:

Other

Trainer First Name
Murray
Trainer Last Name
Coates
Trainer Short Bio

Murray has over 25 years of experience at senior management level in aged and disability support and associated sectors. As a passionate, skilled and experience trainer/ presenter he uses a mix of theory, experiential, reflection and self-discovery to support participants understand and apply their new and existing knowledge. He is also a trained facilitator in the Enzyme technique, which supports groups explore options and prioritise them for action. As a well-rounded personal development professional, Murray is also a successful mentor from the C suit to emerging leaders, where he can provide participants with insight, challenge and focus on solutions that last. He believes that a mix of training and mentoring will be the best approach for the implementation of the new Aged Care standards.

Murray is currently the managing Director at MKC consulting, supporting organisations to develop and to effect change that provides better and more sustainable outcomes for the clients they service. Prior he was the CEO of Community based support a large NFP providing service to people with disabilities and senior Australians. During this time he has also served on the State committee of ACSA. Prior to joining CBS, Murray ran a niche registered training organisation (RTO) in Canberra, the Australian Indigenous Leadership Centre, where he played a key role in moving the organisation away from pure government funding, and into a sustainable financial position. Having been involved in the marketisation of both the RTO and Job Services sectors, he understands the journey, environment and dynamics that organisations go through as government policy changes and new players enter the market.

Murray has served on many profit-for-purpose and commercial boards, including Kimberley Group Training and the TAFE Governing Board, he was the Chairperson and Board Member of the Ord Valley Muster.

June 23 @ 10:00 am - 12:00 pm

$250 – $280

The workshop combines theory and best practice frameworks and  practical approaches. During the two hours, it will look at how to avoid conflict and then how to manage it to resolution should it occur. A positive approach is taken to how conflict can also be turned into positive outcomes and change. Activities and learning polls occur throughout the session to support self-reflection and reinforce the new information being presented.

 

Participants will have workbook that they will be required to download prior to the workshops to successfully participate and will also require access to a computer with a video camera and reasonable internet access to participate in group activities and live discussions.

 

Learning Outcomes:

  • Understanding what conflict is and different types of conflict
  • Identifying the importance of clear information to avoid disputes down the track
  • Understanding the stages of conflict and when intervention is necessary
  • Discover practical strategies for dealing with unhappy customers
  • The role of active listening, empathetic and body language
  • Understand different conflict management styles and when they should be used
  • Identify the essential personal skills required to manage conflict effectively
  • Understand the process of mediation
  • Understand the important elements of reaching agreement
  • Attributes for staff involved in customer service, handling complaints and disputes

 

Target Audience: This workshop is aimed at people in aged care who have direct contact with clients/residents to middle managers, new mangers, complaints coordinators and people who want to refresh their understanding of contemporary dispute management

Venue

Online via Zoom
Tickets are 1 per person
A Reminder email will be sent to registered participants 1-2 days prior to the session including the zoom link and any handouts,

Tickets

22 available
ACSA Member: Dispute Handling (GST Incl)$250.00
22 available
ACSA Non Member: Dispute Handling (GST Incl)$280.00