Coaching & Training
Conflict can occur in any relationship and managing disputes effectively is essential for any community. With SLM’s extensive experience in seniors living, we can provide tailor made solutions based on an in-depth knowledge of the industry. We know your clients!
We have successfully provided skills based training to customer facing teams, in the proactive avoidance of disputes.
We help to develop strategic approaches to finding early resolution in various conflict situations.
We can also provide individual coaching on the resolution of a dispute that you may be involved in.
This can involve preparation for a mediation, option generation and input on strategy for next steps and the assessment of the broader impact.
We find this training is best supported by ensuring that existing policies and procedures are best practice and up to date and we can provide recommendations on organisations that are experienced in these areas.
Talk to us about how we can help you.
Case Study
SLM was recently called in to assist with a longstanding conflict between an operator and a resident. There had been disputes about a variety of matters over a 10 year period involving numerous changes of management and multiple Tribunal cases. We worked closely with both parties through an intake process - we listened to the parties, distilled the issues and facilitated a one day mediation. During the mediation we were able to allow each party to better understand the other’s position and to productively discuss options to resolve the situation. We then assisted the parties to negotiate a final position and to document that position in a simple agreement. At the end of the day, both parties left the mediation with a resolution and a way forward. It was an excellent outcome that resulted in a long term and lasting solution that benefited not only the parties, but the community as a whole.
What People Are Saying
“We just wished to thank you and Gill so much for your help in arriving at the resultant agreement with [the operator] yesterday. Result was much better than I expected and better, I think, than what we may have achieved had the "dispute" ended up at QCAT.”
— Bob and Sandra, RV Residents
“I would have loved for you to have had the time for me to relate our experience after 3 QCAT applications and then a Queensland Human Rights Commision application to (successfully) resolve a relatively simple issue with [the operator] that dragged on for nearly two years. Luckily it ended up not costing us anything financially.”
— RV Resident
“Thanks once again for your utter professionalism”