Consumer Relationship Consultant Training: Four Online Modules

Course Content

Module 1: Introduction to Resolution

Training Outline
Introduction to Resolution
Module 1: Introduction to Resolution

01:39
Our Own Values and Impact on Conversations
Impact of Values on Engagement with Consumers
Restoration Vs Resolution
Understanding Discord of Power
Understanding our own values is an important part of engaging with consumers as
It is important to focus on not just resolution of issues but restoration in the service for the consumer because
Discord of power in a hospital system is created by

Module 2: Theoretical Framework of Conflict Resolution

Theoretical Framework of Conflict Resolution Module
Theoretical Framework of Conflict Resolution

01:26
The Nature of Conflict
Assertive
Cultural Considerations in Conflict Resolution
Resources
Conflict can occur
If people demonstrate a particular conflict style- avoidance, aggression or assertive they will always stay in this style
A CRC can attempt to work with different cultural groups by:

Module 3: Framework to Identify Relevant Issues

Framework to Identify Relevant Issues Module
Framework to Identify Relevant Issues

01:27
Understanding Unconscious Bias

03:07
Trauma Informed Led Discussions with Consumers
Conflict Resolution Techniques
Negotiation
When engaging with Consumers through a trauma informed lens you should
In engaging with conflict resolution techniques you should:
When attempting to deescalate a heightened consumer you should stand up and raise your voice to the level they are using

Module 4: Building Skills in Framing Conversations

Building Skills in Framing Conversations Module
Building Skills in Framing Conversations
Active Listening
Framing Questions
Appropriate Body Language
Paraphrasing
Summarising
Activity: Conversation Cartography (A summarising activity)

01:20
Silence
Empathy with Bing Bong

02:37
Where to From Here
The process of active listening is
The use of silence is a deliberate intervention to drive conversation
The use of summarising is beneficial to

Consumer Relationship Consultant Training: Four Online Modules

Course Content

Module 1: Introduction to Resolution

Training Outline

Introduction to Resolution

Module 1: Introduction to Resolution

Our Own Values and Impact on Conversations

Impact of Values on Engagement with Consumers

Restoration Vs Resolution

Understanding Discord of Power

Understanding our own values is an important part of engaging with consumers as

It is important to focus on not just resolution of issues but restoration in the service for the consumer because

Discord of power in a hospital system is created by

Module 2: Theoretical Framework of Conflict Resolution

Theoretical Framework of Conflict Resolution Module

Theoretical Framework of Conflict Resolution

The Nature of Conflict

Assertive

Cultural Considerations in Conflict Resolution

Resources

Conflict can occur

If people demonstrate a particular conflict style- avoidance, aggression or assertive they will always stay in this style

A CRC can attempt to work with different cultural groups by:

Module 3: Framework to Identify Relevant Issues

Framework to Identify Relevant Issues Module

Framework to Identify Relevant Issues

Understanding Unconscious Bias

Trauma Informed Led Discussions with Consumers

Conflict Resolution Techniques

Negotiation

When engaging with Consumers through a trauma informed lens you should

In engaging with conflict resolution techniques you should:

When attempting to deescalate a heightened consumer you should stand up and raise your voice to the level they are using

Module 4: Building Skills in Framing Conversations

Building Skills in Framing Conversations Module

Building Skills in Framing Conversations

Active Listening

Framing Questions

Appropriate Body Language

Paraphrasing

Summarising

Activity: Conversation Cartography (A summarising activity)

Silence

Empathy with Bing Bong

Where to From Here

The process of active listening is

The use of silence is a deliberate intervention to drive conversation

The use of summarising is beneficial to