Learning & events

Webinar | Handling complaints

with Trevor Slater

Wednesday 24 February 2021 | Online

12:00 PM - 1:00 PM (AEDT)

Time converter at worldtimebuddy.com

Handling complaints

Everyone, one day, will have a complaint made to them. It may be a small one or something of a serious nature. When this happens, it can be very challenging to know what steps to take and how to resolve the complaint. How you react at that time will determine a good or a poor outcome.

In this webinar Trevor will discuss:

  • Your first reaction when a complaint is received
  • What people want when they complain
  • A simple step-by-step complaint process
  • The importance of establishing ‘what’ the client wants
  • Why changing perspective can make all the difference
  • The ‘Mum Test’
  • An example of a poor process and the ramifications
  • Communicating to get your message through

The content of this webinar is useful for anyone practising as a dispute resolver, whether facilitative or determinative.

Register yourself and gain valuable CPD points.

Can’t attend? Register anyway and we’ll send you the recording within 5 working days after the event.

About the speaker

Trevor Slater
Chief Operating Officer, Resolution Institute
Experienced commercial mediator, negotiator and trainer

Trevor Slater is a highly qualified and experienced commercial mediator, negotiator and experienced trainer. He holds a Masters’ Degree in Conflict Resolution from La Trobe University and a Diploma of Business – Frontline Management from the Australian Institute of Management.

Trevor has a vast experience in complaints handling having worked in this field for many years. He co-created Financial Service Complaints Limited, was Scheme Manager for Financial Dispute Resolution Service, co-author of the Australian and New Zealand Standard on complaint handling and member of the expert panel for the Government Centre for Dispute Resolution’s complaint principles programme. He has conducted many workshops on complaint handling in New Zealand, Australia, the UK as well as being invited to train the staff at the South African Ombudsman for Long Term Insurance.

Accessing the webinar

Webinars are run using Zoom as our online platform.

  • How do I access the ‘live’ webinar?

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

  • How do I access the video of the webinar afterwards?

    You will be sent the video recording of the webinar within approximately 5 working days of the live webinar having run. The link to the recording of this webinar will remain active for at least 3 months from the date the webinar was run. After the webinar has run, we consult with the given presenter as to whether extended availability is possible, we are therefore not able to guarantee access beyond 3 months.

  • What do I need on my computer or device to watch a webinar?

    Zoom application

    System requirements

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  • 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)

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    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.