This is how The DRP can help you avoid disputes:
In our work, Oliver as litigator (8 years qualified) and David as commercial mediator (22 years qualified) we have not only helped people in dispute to settle without going to court (or arbitration) but also seen so many times how the dispute could have been avoided if only…..
- they had said (or not said) something at a critical moment;
- they had taken (or not taken) a course of action at a particular time;
- they had not become defensive and/or aggressive when the problem occurred,
and so on. It is all very well being wise after the event but we have seen too many disputes that need not have reached us as litigator or mediator and this programme has been devised to help parties avoid the requirement for litigation or mediation
Most disputes arise out of ineffective communication and modern electronic communication has made the chances of miscommunication even greater. Research shows that the most effective form of communication is face-to-face, the least effective being the written word. The former has voice tone, pitch and pace, non-verbal communication (i.e. body language) and the opportunity for eye contact and touch. The latter has none of these and the reader may well interpret what is meant by the written words differently to the writer. We help improve this situation by highlighting the principles of good communication and strengthening the skills needed to make them effective.
Helping people to have difficult conversations
Building on effective communication we help people to develop ways to avoid their instinct of ‘fight or flight’ when confronted with a difficult situation and to develop ways of using conflict positively as a catalyst for understanding and co-operation. Even if this does not lead to resolution it enables people in conflict to disagree well and so avoid animosity and the demonising of the offending party.
Coaching people to negotiate intelligently
The need to ‘win’ usually involves getting the better of another person, so therefore is a loser. We help people work more co-operatively to shape better outcomes, which result in deals with dignity. We highlight the core principles of negotiating intelligently, from the basics of getting the ‘headlines’ right to dealing with incompatible negotiation styles.
Managing complaints with empathy
Whether internal or external, complaints need to be handled quickly, seriously, personally and with empathy. This is even more significant because of the significant power of social media. We highlight the key principles for effective complaints handling.