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ACADEMY
TM TM
india.mediationhub.org
Be a peacemaker.
Disputes are bound to happen in professional settings and in our
personal lives. Preventing damages in terms of time and money, and
FICM offers NEW WORLD
resolving disputes early by using innovative interventions is the only Dispute Resolution training
way we can manage disputes effectively. through short courses and
The innovative non-court dispute resolution approach is growing as
certificate programs.
organizations and individuals are finding merits in resolving their
disputes outside the adversarial, public, slow and expensive We provide courses that teach
litigation process.
how to manage and resolve
Negotiation, conflict resolution and collaboration skills are now conflicts, negotiate better deals,
highly valued among dispute resolution professionals - and greatly
needed - in today’s workplace. In fact, conflict resolution-related communicate more effectively,
positions are expected to grow faster than the average occupation. develop leadership skills and
It’s a market that demands skilled professionals to be qualified with
conflict management certifications.
preserve relationships.
india.mediationhub.org
THE FICM
Our training creates best-of-breed new world
dispute resolvers and conflict managers in
law students, practicing lawyers, corporate
ACADEMY
leaders, professionals, social workers, judges
and other leaders and stakeholders of our
business and society.
OF-BREED NEW
students, professionals and learners across all
categories.
WORLD DISPUTE
Materials and tutorials are delivered online and
workshops are held in short intensive face to face
RESOLVERS AND
sessions. The flexible learning options allow
individuals to organize study around their work
and life commitments. The content is highly
CONFLICT
practical and experiential, providing students with
a solid understanding of conflict management in
the new world and innovative application of a
MANAGERS
variety of dispute resolution mechanisms like
arbitration, med-arb, mediation and other tactical
interventions.
india.mediationhub.org
Strengthen your conflict management
and dispute resolution skills for personal
or professional development, or train to
be a successful professional mediator or
an arbitrator.
CERTIFICATE COURSES
CUSTOM TRAINING
EXPEDITED MODULES /
WORKSHOPS
india.mediationhub.org
CERTIFICATE
COURSES
Ÿ CERTIFICATE IN ALTERNATIVE DISPUTE RESOLUTION
Ÿ CERTIFICATE IN CONFLICT MANAGEMENT
(FOR HUMAN RESOURCE PROFESSIONALS)
india.mediationhub.org
CERTIFICATE IN
Assessment Methods
ALTERNATIVE DISPUTE
on this program:
RESOLUTION
Ÿ Coursework (may be written, oral or role-play based)
Ÿ Examination (usually closed book, can be taken in a
venue near to the student)
india.mediationhub.org
CERTIFICATE IN
LEARNING OBJECTIVES
CONFLICT
Ÿ Understand the sources and levels of workplace
conflicts
Ÿ Understand the role of the HR Professionals in
preventing and resolving conflict
MANAGEMENT
Ÿ Understand organizational roles and
responsibilities for the resolution of workplace
conflict
Ÿ Describe Conflict Management Systems Design
processes
india.mediationhub.org
CERTIFICATE
FICM Academy offers a COURSE DURATION AND MODALITIES
structured Program In
Ÿ Total: 3 Modules (100 marks)
Domestic and International
PROGRAM IN
Ÿ Course Duraon: 3 months
Arbitration. Ÿ Course Fee: INR. 20,000/- (including
registraon and study material) + Applicable
Arbitration is a form of alternative GST
PROFESSIONAL
dispute resolution (ADR), is a technique Ÿ Examinaon: Four times in a year
for the resolution of disputes outside the Ÿ Minimum pass mark: 50. Marks above 60 in a
courts, the parties to a dispute refer it to module will qualify for exemption in that
Arbitration by one or more persons (the subject.
ARBITRATION
arbitrators' arbiters or arbitral Tribunal), Ÿ Re-registraon with a fee of INR 3,000/- aer 3
and agrees to be bound by the years of inial admission.Ÿ Study Materials and
arbitration decision (the award). A third sample queson papers for each subject will be
party reviews the evidences in the case provided.
and imposes a decision that is legally Ÿ 20 hours Webinars and 10 hours off-line
binding on both sides and enforceable in Contact Classes for each module.
Who can become an arbitrator? the courts. In fact, Arbitration is a Ÿ Contact Classes will be held at Bengaluru,
process in which disputants can resolve Chennai, Hyderabad, Kolkata, Mumbai, New
Anyone can become an arbitrator. While dispute amicably. Delhi and Pune in weekends
many arbitrators work in the legal
profession, many do not and come from COURSE OBJECTIVES LEARNING EVALUATION MECHANISM
various professional and technical OUTCOMES
backgrounds; arbitration is a secondary Ÿ Participants will be evaluated through Online
profession. The arbitrator has a judicial role On successful completion of the course Examination and will be evaluated for each
in listening to the facts and evidence the participants will understand the legal module of the course.
presented by the parties, applying the and regulatory framework that governs Ÿ The participants who will score 50 percent or
relevant law and issuing a final award. the development of Arbitration process, more in the examination for each module will
both domestically and internationally. be awarded the Certificate in Professional
Parties will often seek someone who has Arbitration by the FICM Academy.
the core skills required for an arbitrator and Develop an understanding of the legal
has experience in the area of business that framework and a dispute settlement
the dispute has arisen in, thereby strategy required to give effect to the
understanding its complexities.. arbitral awards.
india.mediationhub.org
CUSTOMIZED
From one-day to in-depth multi-day courses, we use FICM develops custom courses for
examples, scenarios, tools and approaches relevant to multinational corporations and small
your organization. Whether your managers need to companies, law firms and non-profit
CORPORATE
become better negotiators or coaches, your human organizations. Our courses are
resources staff need new conflict resolution skills, or your adapted to the needs of each client
sales people need new techniques – we can build a course through a series of activities before,
to meet your needs. We can help your customer service during and after the delivery of the
AND GROUP
staff find better ways to deal with angry clients. We can course. The goal is always to improve
give your team effective tools to manage damaging internal the negotiation, conflict prevention,
conflict among employees. You tell us what you need, and management and resolution skills of
we will build the appropriate workshops and tools for you. each participant, in order to make the
TRAINING
organizations more productive in all
Ongoing custom programs that support the business departments.
team
Here is what we do to customize our
PROGRAMS
Sometimes negotiations which are very important for the programs to your needs:
development of a company are left to the improvisation of
the parties at the negotiation table. Most of the time Ÿ Analysis of the company’s
company’s representatives and advisers consider only the practices, and possible problems,
technical and legal aspects without planning for a careful through interviews and focus
negotiation strategy. We work alongside the business team groups with key stakeholders.
and the legal and technical consultants in long and Ÿ Micro and macro planning of the
complex negotiations such as: course agenda.
Ÿ Gathering of evidence and of the
Ÿ Definition of long-term commercial agreements company’s best/worst case studies,
Ÿ Establishment of international joint ventures in order to facilitate the sharing of
Ÿ Definitions of strategic alliances experience inside the company.
Ÿ Renegotiation of existing, signed contracts Ÿ For large corporations, the creation
Ÿ Buying and selling companies and company shares of a pilot edition to confirm the
Ÿ Sale of real estate and other big transactions micro planning.
Ÿ Implementation of training sessions
Custom program to Improve performance in all of the company’s departments,
with groups composed of personnel
Our custom programs help clients create better and more from different divisions.
productive workplaces by empowering employees to tackle Ÿ Follow-up and advanced courses
complex workplace issues and resolve difficult situations held 4 – 6 months after the first
effectively. By bringing together groups of your employees edition, in order to verify the results
for a specifically tailored learning experience, you can and improve negotiation
boost the potential of your employees, increase the techniques.
profitability of your organization, achieve new levels of Ÿ Creation of a common language
alignment and cooperation, and set the stage for improving and culture on negotiations for all of
CUSTOM TRAINING performance across departments.
Ÿ
the company’s divisions.
Creation of instruments for the
india.mediationhub.org measurement of results.
Negotiation Workshop
One-day intensive program illustrates the differences between SAMPLE CUSTOM
positional and interest-based bargaining. Equally suitable for
lawyers, clients or business persons, the course highlights the OPTIONS
tensions in negotiation and stresses on the skills that foster
problem-solving approaches while assuring viable outcomes. From short presentations to full-day
workshops or multi-day sessions, our
ADR Drafting and Counseling – Master Drafting Program Corporate training can be customized
This is a 3-hour program targeted to the needs of those who to fit your schedule.
MODULES THAT
must draft or interpret dispute resolution clauses. Actual multi-
step clauses used by several leading corporations around the Examples of what can be included:
world and model clauses developed by FICM-MCN provide the
CAN BE
foundation for this critical aspect of the ADR practice. HALF-DAY
CUSTOMIZED
This is a two and a half hour interactive workshop contrasting Ÿ Understanding Conflict Styles
arbitration and mediation of the same matter and highlighting Ÿ Reflective Listening
key practice aspects of commercial ADR, including: pre- Ÿ Self-Disclosure
TO THE NEEDS.
dispute contract clauses, selection of neutrals, use of Ÿ Giving & Receiving Feedback
evaluation in mediation and Arbitration. The program will be Ÿ Having Difficult Conversations
customized to meet the needs, experience and availability of Ÿ Dealing with Anger and Emotional
each internal legal department. Triggers
CUSTOM TRAINING
Mediation and Arbitration Ÿ Deeper exploration of Negotiations
This 1.5 hour program provides an overview of various dispute and Uncovering Interests
india.mediationhub.org resolution alternatives and the choices inherent in each.
MODULES THAT
Effective Mediation Representation for Counsel & We work collaboratively with
Parties
This intensive one-day program is for experienced ADR
you to develop customized
CAN BE
practitioners and clients. This course focuses on the keys to training that meets your
effective mediation representation with particular emphasis unique needs. Our training
on client preparation and effective strategies before and consultants would be happy to
CUSTOMIZED
during mediation.
discuss your individual
Effective Mediation with Unwilling Parties requirements and design
TO THE NEEDS.
This 2 hour program focuses on techniques and strategies programs that successfully
for getting unwilling parties into mediation and reaching a address your needs.
negotiated result even though it is the last thing they want to
do.
CUSTOM TRAINING
india.mediationhub.org
CUSTOM PROGRAMS Human Resources
We deliver customized workshops for human
Sales
We conduct courses for sales
TAILORED TO SPECIFIC
resources professionals within coorporations and professionals across hierarchies in
Human Resource Associations. We provide HR various industries. We understand
managers with the skills to enhance the that sales is all about creating
BUSINESS FUNCTIONS,
performance of individuals, teams or departments. connections, building relationships,
Our courses are delivered on behalf of a number of and meeting the clients’ needs, while
prominent HR professional associations. at the same time preventing and
ORGANIZATIONS AND
protecting the relationships in the
time of distress and untoward and
Law Firms unprecedented incidents.
SECTORS.
Many law firms retain us to conduct training that is
customized to meet the law firm’s needs. Our Effective salespeople listen more
training ensures that members of the firm provide than they speak in order to
consistent, skilled negotiation services. understand their clients’ core needs
not only in terms of their commercial
Procurement and Contract We offer programs for new lawyers who need to requirements, but also from the point
develop the skills necessary to survive in today’s of view about their credit and
Creation and Negotiation difficult practice environment. We also provide reputation as well as oh how develop
Contracts are your lifeblood. Corporate clients high-level focused workshops for partners, to help a secure contratual relationship, once
benefit enormously from tailored procurement them enhance their existing negotiation skills. the cliet is converted.
negotiation training, often repeating that training
from year to year for their key procurement staff We also conduct workshops for lawyers on how to They are then well-positioned to find
as new personnel are added. be effective advocates in mediation and settlement ways to match their product or
negotiations by providing tips, from the perspective service with the client’s needs along
Enhance your procurement team’s ability to of mediators, on what they can do to get better with customozed contrat clauses.
negotiate effective stable contracts that are clear, deals for their clients. Some firms see the training
effective and doable. Manage contract change as an opportunity to forge more effective working We help participants to enhance their
requests effectively, minimizing lost time, stress relationships among firm members, many of whom capacity to build strong relationships
and profit, while responding in timely ways to the also carry management responsibilities that require with clients, develop a sales
commercial realities you face. Avoid unnecessary a different approach to dealing with people than negotiation approach that increases
litigation and damage to your core supplier the typical legal relationship. dialogue, responds to time and
relationships. competitive pressures, and produces
Our understanding of the judicial context and how results.
ADR and the skills noted above can apply in that
context give us a unique ability to tailor our Participants learn how to sell
training. Many of our trainers are lawyers who products and services without even
mediate in the court-annexed context. appearing to be selling and building a
long term secure contractual
relationship and Develop new
SKILL DEVELOPMENT
Ÿ Negotiate better deals
Ÿ Overcome obstacles to achieve agreement
Ÿ Deal more efficiently with internal conflicts and structural changes
Ÿ Improve or rebuild relationships with customers and other stakeholders
Ÿ Promote effective communication and feedback among staff members
We work closely with organizations to identify their Ÿ Use mediation and conflict resolution techniques more effectively
key learning objectives before designing each Ÿ Save time and money by dealing effectively with conflict
Ÿ Avoid work delays or potential litigation
workshop. Ÿ Develop your managerial staff to better handle disputes of any kind
Ÿ Reduce the number of complaints and grievances by preventing
MEDIATION unnecessary conflicts
Ÿ Build an ADR system to prevent conflicts from disrupting performance
We can help people in your organization:
DEALING WITH DIFFICULT PEOPLE
Ÿ Build effective mediation and facilitation skills
Ÿ Mediate complex cases and multi-party disputes
We can help people in your organization:
Ÿ Deal with power imbalances
Ÿ Address harassment issues in mediation
Ÿ Analyze and prepare for the difficult conversations they face
Ÿ Handle people who lie or are not forthcoming in mediations
Ÿ Recognize and anticipate the six primary challenges in difficult
Ÿ Plan and implement a dispute resolution system, modifying
conversations
the model appropriately for your organization
Ÿ Understand their own triggers and hot buttons to enhance their self-control
Ÿ Handle inflammatory conduct, difficult personalities, and
Ÿ Deliver difficult messages to co-workers, clients, suppliers and others
emotional people
Ÿ Deal with an array of challenging personalities and situations with
Ÿ Deal with gender issues in mediation
assurance
Ÿ Facilitate communications in a charged atmosphere
Ÿ Say no, when required, in ways that minimize relationship harm
Ÿ Maintain and build relationships
Ÿ Enter challenging conversations with confidence using templates that are
Ÿ Help parties craft appropriate settlement agreements that are
flexible and effective
stable, clear and enforceable
Ÿ Develop a range of preparation tools and approaches, from the quick and
Ÿ Close the gaps between parties and move them through
dirty prep for day to day issues to a complex review for more important
closure
conversations
Ÿ Mediate legal disputes, workplace issues, and other issues
Ÿ Deal with bullies in the workplace
Ÿ Mediate when lawyers are present
Ÿ Respond effectively to unreasonable demands
Ÿ Manage confidentiality concerns
Ÿ Repair workplace relationships
Ÿ Facilitate in contexts where settlement is not the goal (e.g.
Ÿ Overcome the fear and anxiety that leads them to avoid difficult topics or
group consultations)
people
Ÿ Encourage reluctant people to use ADR
Ÿ Manage difficult emotional situations
Ÿ Minimize the loss of productivity and morale caused by interactions that
india.mediationhub.org were handled badly or conflicts that were avoided and allowed to fester
HUMAN RESOURCE
CUSTOMER SERVICE AND HANDLING COMPLAINTS
SKILL DEVELOPMENT
departments deal with members of the public who are
dissatisfied with the organization’s services or products.
We have designed workshops to assist customer service
representatives, complaint handlers, and their front line
managers, in both the public and private sector. We give
people a simple but effective model that allows them to
respond effectively to irate, upset and even abusive
RUNNING EFFECTIVE MEETINGS NEGOTIATION customers, whether in person or on the phone. In the
workshops, participants learn how to identify and manage
Many people responsible for leading We can help people in your organization: strong emotional responses on both sides and how to
meetings have no training in how to resolve the underlying issues brought to them. We provide
do so effectively. A poorly run meeting Ÿ Use interests, options and standards tips, tools and techniques to use when they have to
wastes time and energy. Participants of legitimacy to get better results and engage difficult people. Participants leave the workshop
leave the meeting feeling frustrated, persuade others with the ability to manage their jobs with greater skill,
and ideas and opportunities are lost. Ÿ Become more powerful negotiators increased confidence and less stress.
Knowing how to run a meeting and not be taken advantage of
effectively requires more than the Ÿ Prepare for complex negotiations, We will help you:
ability to prepare an agenda. sometimes involving multiple parties
Ÿ Become better salespeople Ÿ Give your front line staff the practical tools and
The interactive workshops help Ÿ Better understand and achieve their techniques they need to manage challenging customer
participants to refine their abilities to goals in negotiations conversations and complaints more effectively and with
establish an effective process to get Ÿ Deal with difficult people and tactics in less potential damage to the relationship
the most out of meetings. Specifically, negotiations (e.g., positional/hard Ÿ Save your company money by improving customer
participants learn how to: identify key bargainers, power imbalances, satisfaction, loyalty and company image
interests and frame issues for emotional situations) Ÿ Turn potentially difficult front line conversations into
productive discussions; encourage Ÿ Understand and recognize different productive exchanges
reluctant speakers to share their negotiation styles and know how to Ÿ Minimize unnecessary escalation of disputes
ideas; manage people who may hijack deal with them Ÿ Lower the stress in such customer disputes on both
a meeting; promote creative problem- Ÿ Communicate effectively and listen sides
solving; bring issues to closure; and interactively Ÿ Standardize an effective customer response model
ensure follow-up after the meeting. Ÿ Create value for your organization by across your team
negotiating better deals Ÿ Showcase the image of your organization as respectful
Ÿ Build and maintain long term and responsive to clients, while getting results that are
relationships better fair to you
Ÿ Know when to say yes, when to keep Ÿ Allow your staff to deliver hard messages and say no,
bargaining, and when to walk away when required, in ways that minimize damage to client
Ÿ Strategize effectively to maximize relationships
results Ÿ Choose the optimal customer response from our
helpful checklist of options
india.mediationhub.org
EXPEDITED
LEARNING
MODULES /
WORKSHOPS
india.mediationhub.org
MEDIATION
THE BASIC MEDIATION
COURSE
COURSES
Is a 5-day 40-hour training course. This course
is designed to give individuals the skills and
credentials they need to serve as mediators.
The training focuses on practical mediation
skills and covers areas of personal injury,
employment, intellectual property, and multi-
WORKPLACE MEDIATION party conflicts, among others. This course
TRAINING meets the 40-Hour Training Standards. All
Course materials will be provided.
FICM’s approach to workplace mediation
goes beyond the traditional problem-solving,
interest-based methods. Interpersonal conflict
lies at the heart of workplace disputes and 30 HOUR ADVANCED FAMILY
our training incorporates in-depth MEDIATION TRAINING
psychological insight. PREREQUISITE: BASIC MEDIATION
COURSE
Successful completion leads to being
awarded the FICM Certificate of Workplace Our course covers the foundations and
Mediator. principles in family mediation, equipping
delegates with the key skills and competencies
Companies are increasingly acknowledging needed to begin their training as a professional
the significance of a professional mediator family mediator. Successful completion leads
and the impact mediation can have in the to being awarded the FICM Certificate of
resolution of a workplace dispute. In addition, Family Mediator.
more and more HR professionals realize the
importance of developing an effective dispute 3-day intensive 30-hour training for mediators
resolution skill set to enhance their doing family mediation and following the
credentials and ability to deal with disputes standards set by FICM. The sessions include
within the workplace. family law, family dynamics, domestic violence,
child development, ethical and practical
This course is for HR Directors, HR Business considerations and finances in family cases.
Partners, Managing Directors, leadership Course materials will be provided.
teams and anyone with managerial
responsibility, Union representatives and
Employee Relations teams
india.mediationhub.org
DEALING WITH
Are you… Personal Benefits
Ÿ Avoiding conversations you know you Ÿ Learn more about your personality and
ought to have? the personalities of people you find
DIFFICULT PEOPLE
Ÿ Wishing you could be more assertive difficult and how to interact more
and in control? effectively
Ÿ Losing patience with certain people or Ÿ Learn why certain people push your
personality types? buttons
Ÿ Having problems giving negative Ÿ Understand and recognize the six key
feedback? themes that make conversations difficult
Ÿ Feeling anxious before a difficult Ÿ Learn to prepare effectively for a difficult
conversation? conversation
Ÿ Thinking of what you “should have” Ÿ Confront someone calmly and
said after the conversation is over? respectfully
Ÿ Wishing you had managed a Ÿ Avoid common (but critical) mistakes
conversation or an individual Ÿ Become a better listener
differently? Ÿ Overcome the fears that lead you to
Ÿ Having trouble managing emotional avoid conversations
customers, colleagues or employees? Ÿ Know when and how to end a difficult
Ÿ Feeling that you could improve your conversation
communication skills and become a Ÿ Promote joint problem-solving around a
stronger communicator? difficult issue
Ÿ Deal with a variety of difficult people with
At the Dealing With Difficult People more skill and confidence
Workshop you will learn techniques and
strategies that will allow you to handle Organizational Benefits
difficult conversations and difficult people
with skill and confidence. You will be Ÿ Minimize the loss of productivity and
engaged in practical and interactive morale caused by interactions that were
exercises that will change the way you handled badly or conflicts that were
see and respond to difficult people and avoided and allowed to fester
difficult situations. Ÿ Achieve more effective interaction
among employees
Who Should Attend? Ÿ Maintain and repair workplace
relationships
The Dealing with Difficult People Ÿ Deal with problem employees in new
Workshop is designed for anyone who and helpful ways
has to deal with difficult people or difficult Ÿ Improve the ability of your staff to
issues. Human resource managers, team manage and lead others effectively
leaders, managers, lawyers, educators, Ÿ Inject confidence in your staff by
consultants, police officers, customer providing them the tools and ability to
service representatives and people who have difficult conversations productively
negotiate will all benefit from this Ÿ Make your customers feel like partners
india.mediationhub.org workshop.
BECOME A
You negotiate every day with customers, Who Should Attend?
suppliers, co-workers, business associates
and family. You want results in your The Become a Powerful Negotiator Workshop is
POWERFUL
negotiations but you don’t want to fall into the designed for anyone who negotiates at work or
destructive patterns that could damage what at home including: executives, managers,
could be constructive relationships. professionals, salespeople, real estate agents,
property managers, entrepreneurs, lawyers,
You need to make your negotiations effective accountants, engineers, health care
NEGOTIATOR
by figuring out what motivates the other side professionals, educators, customer service
and knowing when to put an offer on the representatives, and labor relations specialists.
table. To become a powerful negotiator, you
need the skills to handle difficult people and Personal Benefits
protect yourself from having someone take
advantage of you. Ÿ Become more persuasive and get what you
want
How do you get others to “buy-in”? How can Ÿ Learn the seven elements of negotiation
you avoid creating long-term problems when Ÿ Prepare for even the most complex
you negotiate? How can you avoid being negotiations effectively
taken advantage of in negotiations without Ÿ Overcome obstacles in negotiation
creating an impasse? The negotiation Ÿ Negotiate with unreasonable people
workshop will help you succeed where others Ÿ Close the gap to get to the deal
fail by giving you practical skills that will work Ÿ Know when to make the first offer, when to
in the real world. say yes, and when to walk away
Ÿ Take control of a negotiation
At the three-day Become a Powerful Ÿ Get the best deal
Negotiator Workshop, you will learn how to
get results in negotiations. As a follow up to Organizational Benefits
the in-class workshop, you will take part in our
interactive online negotiation course, which Ÿ Create value for your organization by
you complete at your own pace and on your negotiating better deals
own time. Ÿ Give your employees the skills and
confidence they need to get better results
Ÿ Minimize missed opportunities resulting from
poor negotiation skills
Ÿ Save your organization time and money by
resolving conflicts through negotiation rather
than grievances, litigation and arbitration
Ÿ Optimize problem-solving between
employees and departments through skillful
negotiation
Ÿ Help your organization to achieve more of its
goals
Ÿ Improve the management of your staff
india.mediationhub.org
WINNING
Anyone who deals with customers, clients, complainants or Personal Benefits
members of the public will have to deal with irate, upset,
confrontational and unreasonable people. Ÿ Deal with difficult, irrational,
aggressive, and unreasonable people
OVER IRATE
Those exchanges can be frustrating, and leave you rattled with greater skill and less stress
and drained. They take time and energy away from your Ÿ Be assertive, maintain patience and
other important tasks and can sometimes cost you business deliver unwanted messages with
if not handled well. If any of this is true for you or your staff, confidence
CUSTOMERS
this workshop is for you. There really is a way to effectively Ÿ Avoid common (but critical) mistakes
handle the difficult people without all the upset, frustration in managing angry customers
and risk to future business. Ÿ Use our customer service model to
minimize conflicts and retain satisfied
We took our years of experience dealing with disputes of all customers
shapes and sizes, and our experience working with Ÿ How to say “no” respectfully to an
organizations facing significant volumes of front line unreasonable request while
customer disputes, and developed an effective, simple model maintaining the relationship
for managing such disputes early and well. Ÿ Feel more confident having difficult
conversations
At this high impact workshop for front line staff, you will learn Ÿ Have more productive conversations
techniques that will allow you to handle really challenging with fellow staff and managers
customer service situations with confidence. You will learn
our easy-to-use customized seven-step model for managing Organizational Benefits
customer service disputes effectively. You will experience a
range of practical and interactive discussions, exercises and Ÿ Give your front line staff the practical
role plays that will give you new and effective tools for tools and techniques they need to
dealing with difficult conversations and people. Whether manage challenging customer
managing a problematic customer or having more productive conversations and complaints more
conversations with fellow staff, this course will give you the effectively and with less potential
core tools you need. You will have opportunities to practice damage to the relationship
learned skills in a variety of contexts so that the skills can Ÿ Save your company money by
become second nature. improving customer satisfaction,
loyalty and company image
Who Should Attend? Ÿ Turn potentially difficult front line
conversations into productive
The Winning Over Irate Customers Workshop is designed exchanges
specifically for people who deal with challenging people Ÿ Minimize unnecessary escalation of
and/or tough conversations. Customer service disputes
representatives, complaints handlers, hotel staff, government Ÿ Give jaded front-line staff a new
clerks, administrative staff, receptionists, airline personnel, perspective on customer service
front desk staff, retail staff will all benefit from this workshop. Ÿ Showcase the image of your
The workshop will provide tools for managing both organization as respectful and
client/customer conversations and improving crucial responsive to clients, while getting
conversations with coworkers and front line managers. results that are fair to you
india.mediationhub.org
SPECIALISED
MODULES
india.mediationhub.org
PRINCIPLES OF
Based on the scientific studies on the psychology of persuasion, the course illustrates the most recent
empirical evidence on the factors that cause people to change. Students will learn and practice the six
PERSUASION
principles of persuasion that are fundamental to our existence. These principles are universal in
motivating the interlocutor to say "yes" to our requests. The course also shows how to apply the
principles in an ethical way to solve concrete problems, involving the participants in different practical
simulations.
ADVANCED
Regardless of the negotiation experience, this course is aimed at those who have already followed
"Negotiation at Its Best" or another fundamental course on negotiation. The course focuses on the
NEGOTIATION
application of the basic principles of negotiation, and related techniques, in situations of greater
complexity, both in objective terms and in the number of parties involved. In addition, the course
addresses important issues such as overcoming bargaining barriers and managing ethically
problematic situations in negotiations.
NEGOTIATING
The result of lessons learned in the most difficult negotiations - to free hostages, prevent clashes and
conclude complex trade agreements - the course teaches how to handle hostility, anger and
WITH HOSTILE
negotiations in the harshest conditions. This course will challenge participants as much as it would
make a real negotiation among the hardest.
PARTIES
What you will learn
india.mediationhub.org
Who?
FICM courses are for people to learn the skills of conflict
management and dispute resolution through Ÿ Attorneys
Ÿ Counselors
mechanisms such as negotiation, mediation,
Ÿ Social Workers
conciliation, arbitration etc. and apply them effectively Ÿ Managers and supervisors
anywhere in the civil or commercial context around the Ÿ Executive directors and board
world. members
Ÿ Insurance Adjusters
There are two key groups of students who study dispute resolution. Ÿ Facilitators, trainers and consultants
First, there are those who would like to practice as dispute Ÿ Business leaders,
resolution professionals. These students may also seek Ÿ HR professionals,
membership of FICM-MCN. Such students may already be working Ÿ Coaches,
in the dispute resolution field but also want an academic Ÿ Psychologists,
qualification, or wish to add a professional strength to a field in Ÿ Medico-legal experts,
which they already practice, for instance, law, construction or Ÿ Union Representatives,
human resources. Ÿ Management Personnel,
Ÿ Project Managers,
Second, there are those students who recognize that the study of Ÿ Team Leaders and
dispute resolution is increasingly seen as a core competency in Ÿ anyone involved in situations where
business and/or social services, for instance, students wishing to conflict may arise.
work in business and organizations as managers, human resource
staff or project consultants.
india.mediationhub.org
FACULTY
Be inspired by our highly trained,
experienced and passionate faculty.
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