Public Service Masterclass (August 29&30)

Day 1 Highlights: Thursday, 29 August 2024 | 9am — 2pm AEST | Online

• Exploring the conflict resolution models utilised by different Courts, Tribunal, Commissions, Authorities and Ombudsman organisations.
• Identifying the advantages and disadvantages of different conflict resolution models (assisted negotiation, mediation, conciliation, arbitration and decision making).
• Dealing with challenging conversations while ensuring fair processes.
• Managing expectation and setting limits to conversations in dispute resolution processes. Developing an understanding of why certain communications can be more difficult due to vulnerability, an underlying psychosocial disability or cultural misunderstandings.
• Discuss the importance of policies and frameworks in providing your team with the right tools to manage difficult interactions.

Day 2 Highlights: Friday, 30 August 2024 | 9am — 2pm AEST | Online

• Facilitating groups and meetings in public service – key strategies for better outcomes.
• Improving systems for conflict resolution. Tools for designing more effective conflict resolution processes with a specific focus on intake and triage.
• Advanced procedural fairness considerations – explore reasonable adjustments.
• Mapping your stakeholders and prioritising key relationships.
• Audit and evaluate dispute resolution processes for continuous improvement. How to provide feedback and improve the capacity of your complaints resolution team

Register here