Learning & events

Online Workshop | Trouble-shooting for new mediators: Your process, skills, and development questions answered

with Bianca Keys

Tuesday 5 October 2021 | 11.30am-1.30pm AEDT | ZOOM

Session Outline:

When you are participating in a mediation training program, there is so much to learn. Your brain is full and it can feel as though you are learning a new language.

When you are preparing for your assessment, all of your concentration is placed on the competencies that are being assessed.

But what comes next?

It is common for new mediators to be very aware of what they don’t yet know, and to feel somewhat overwhelmed by the logistics and practicalities they face. What do I do when…if? How do I arrange this? What might I do to address that? What process tweaks might I need to consider…and…and…and…?

This workshop is designed to be your “phone a mediator friend”, with access to an experienced mediator who remembers just how you feel, and how much they would have valued an opportunity like this one.

Registrations will be limited, so that each attendee has the opportunity to bring a question to the session. The best part? Not only will you get some help with what is front of mind for you, you will also benefit and learn from the questions that others raise. Plus, if you like the format, you can register when it is run again, and be exposed to a whole new set of questions and answers!

Please note - You will be asked to submit a question when you register. If there is time at the end of the session there may be scope to answer further questions that arise. There is no such thing as a bad or silly question. If you are thinking it, it is likely that others are too. All questions are welcome here.

Online Workshops: Two hour online workshops upskilling current practitioners via Zoom meetings. Attendees will be asked to submit their questions for this workshop no later than two business days prior. The trainer and the participants will all be able to see each other and interact online. This new format will be delivered as ’ bite sized chunks of learning’ with an opportunity for Q&A at the end of each. These events are not recorded and can only be enjoyed live.

About the presenter

Bianca Keys

Bianca Keys is a highly experienced Mediator, Facilitator, Trainer and Conflict Management Coach. She is currently the Chair of the Mediator Standards Board, which oversees the National Mediator Accreditation System (NMAS).

Bianca operates her own consultancy, specialising in conflict management and resolution for commercial, workplace and healthcare disputes.

In addition Bianca has diverse experience designing and implementing industry dispute resolution schemes. She has held Federal Government and Industry appointments including for the Australian franchising, horticulture, retail, petroleum, film exhibition, and wine making industries.

Over the past 16 years Bianca has delivered mediation training in Australia, the United Kingdom, Malaysia, Hong Kong, China, Thailand, and Bahrain. This variety has given her the opportunity to develop a broad and comprehensive understanding of learning styles and best training practice. Bianca currently trains, coaches and assesses mediators under the NMAS for a number of organisations. She is passionate about developing, supporting, and mentoring a new generation of dispute resolution practitioners.

Bianca has been appointed to a number of mediation panels, including statutory appointments to the NSW Health Care Complaints Commission and the NSW Personal Injury Commission. She is also a mediator with the NSW Small Business Commission and the Australian Small Business and Family Enterprise Ombudsman (Franchising, Horticulture, Small Business).

Bianca facilitates in-house conflict management and effective communications workshops. She is a frequent contributor to industry publications and conferences and is consulted for her expertise in effective communication, negotiation, conflict management and mediation

Timing: Please note this session runs from 11.30am–1.30pm (AEDT).

Technology required: Zoom application, PC/laptop/tablet/smartphone, Internet connection, sound/speakers or a headset and an in-built microphone.

Accessing the Online Workshop

Online Workshops are run using Zoom as our online platform.

  • How do I access the Online Workshop?

    You will receive the Zoom link in your registration confirmation email.

  • What do I need on my computer or device to take part in an Online Workshop?

    You will ideally need a computer or device with a camera and microphone and good Internet coverage. You will need to make sure that you can access ‘Zoom’ in your browser. You can download and install Zoom prior or as part of the process when you first click the Zoom link.

    System requirements

    You may join the Online Workshop from your PC, Mac, Linux or mobile devices (IOS or Android). Click here to learn about:

    • Supported operating systems, tablets and mobile devices
    • Supported browsers
    • Required device processor and RAM

    Internet connectivity

    • Join a Zoom test meeting to test your Internet connectivity.
    • Check here for recommended Internet bandwidth.


    • You will need speakers or headphones to listen to the speaker. Check that your headphones or speakers are connected and the volume is turned on (where applicable).
    • You may also need to check the Audio Settings on Zoom once you have logged in.
  • How can I access technical support?




    • Resolution Institute Sydney office : +61 2 9251 3366 (Landline) | 1800 651 650 (Freecall)
    • Resolution Institute Wellington office: +64 4 470 0110 (Landline) | 0800 453 237 (Freecall)

    Zoom Help Centre

    If you require urgent assistance and are unable to reach the Resolution Institute office, please contact Zoom Help Centre and choose Free or Pro plan subscribers - Chat Live to begin the chat session. You will be required to provide the event’s Webinar ID that’s on your confirmation email. Zoom chat support is available 24/7.