Quality Assured and Certificated by: Centre for Lifelong learning, University of Strathclyde
Course Duration
- 3 days classroom training
- 3 days supervised workplace project and study
Learning Outcomes:
By the end of the course participants will have:
- Be effective in managing and analysing complaints and taking the most appropriate action to prevent escalation where possible and manage risk.
- Understand the legal, procedural and ethical frameworks for dispute resolution within Health and Social Care.
- Have demonstrated their ability in managing resolution meetings mediation skills.
Syllabus details:
- The legal and policy framework for dispute resolution in Health and Social Care.
- The ethical framework for mediation .
- What enables resolution and creates customer satisfaction?
- Your duty of care to staff and management within the service.
- The management of risk for both the individual and the organisation.
- How to scope and elicit the underlying issues within a complaint.
- Listening and questioning skills.
- Impartiality and neutrality.
- The importance of preparation.
- Opening and structuring a conflict resolution meeting.
- Managing distress and anger.
- Achieving positive and appropriate outcomes and planning their delivery.
- Planning an effective investigation.
- Separating fact from conjecture.
Methodology
- Classroom training will include:
- Small group work
- Lectures
- Video
- Case studies
- Role plays
Work based learning will include
- Application of new skills, observation, managerial or colleague feedback.
- Reflection and practical complaints management.
- Email tutorial support throughout.
Assessment
Participants will submit a portfolio containing
- Structured assessment from self, peer and tutor assessment during the training
- Managerial input from workplace (or volunteer placement) where available.
- One written assignment of 1500 words on the aspect of mediation within Health and Social Care relevant to their workplace.
Certification
A Certificate of Performance that counts towards a Certificate in Professional Development in Health and Social Care Mediation
