27 January 2021

NZ update | January 2021

Kia ora


I hope all of you had an excellent Christmas and have enjoyed, or are enjoying, a well-earned break.

Our office reopened on Monday 11 January and we are well into planning training, accreditations and events for 2021.

There are some very exciting things happening in the coming months, details of which can be found in our weekly mailer on Mondays. If you’re not receiving it, please let us know.

A New Service

One area we are starting to do more work in is providing help with complaints. We can now provide many different resources, primarily designed for non-members, including:

  • Internal complaint process design — for both small and large organisations.
  • Tips on facilitating an early resolution to a complaint.
  • Templates and other guides to respond to a complaint.
  • Information for an organisation’s website.
  • Training in complaint handling and negotiation.
  • A complaint ‘helpline’.

At this point we are in the marketing stage.  We hope to build this as a strong service offering to non-members to generate more income that can be used to provide services to our members. If you know of any organisations that could benefit from the above, please contact me. We are also happy to work with our members, who wish to provide these services to their clients, on a shared basis.


It is a bit of an understatement to say COVID-19 has hurt all of us, whether it be from lack of work or from not being able to see overseas relatives. I have a son in Melbourne that I haven’t seen in 12 months and it is hard.

Putting politics aside for a moment, I do have to say that I am very impressed by how our COVID-19 Minister, Chris Hipkins, and more importantly his team, are handling our response to COVID-19. It must be extremely hard maintaining a balance between keeping New Zealanders safe and allowing people into our country.

From a Resolution Institute (NZ) business point of view, 2020 was very much a challenge. One of our main sources of income is from face-to-face training. This was of course not possible for many months and whilst we ran online courses, I am pleased that we are now back to training in person.

Fortunately, Resolution Institute is in a strong financial position and thanks to a ‘saving for a rainy day’ philosophy we continue to be financially sound.

Let’s all hope 2021 is a great year!

Stay safe and best regards