Mediation & Facilitation

Colleague Mediation and Group Mediation

Workplace Mediation is a completely voluntary and confidential way to resolve informal and formal conflict at work. It involves a professionally trained, independent, impartial person who does not make judgments or determine outcomes. The mediator helps two or more individuals or groups work towards a solution. They will ask questions that uncover underlying problems. They aid the parties to understand each others issues and clarify the options for resolving differences, they help to find a way forward.

The process focuses on working together, instead of determining who was right or wrong. It doesn’t guarantee an answer, but it can pave the way to resolve conflict more constructively.

Team Facilitation – An Engine for Change

The facilitator will be highly engaged and yet independent. Their objectivity (inherent in their role) can provide relevant, new insight. They are skilled at asking questions that uncover what is obvious once described, revealing what might be hidden in plain sight. 

A facilitator’s interventions can create a significant shift in the dynamics of a group by introducing new ideas, different ways of interacting and thinking. This influences how the team operates. They will catalyse change then help your team to embed dynamic ways of working. A team facilitator is an engine for change who will re-energise the group, trigger fresh thinking and help the people around the table generate new solutions to previously seemingly intractable problems.

Mediation Training

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Open Access Courses (online)

Accreditation in Workplace Mediation – 5 days 

£1495.00 per person 

  • Course – November 2023
  • Course January 2024
  • Course March 2024

Positive Facilitation Skills – 2 days 

£495.00 per person 

  • Course – November 2023
  • Course – February 2024

Note: Each course will require a minimum of four people to be run successfully. 

Please contact us for information on course dates or any other queries. 

We look forward to showing the way to early resolution. 

Customer Experience

UK businesses lose about £37 billion every year due to bad customer service. The Ombudsman Services report

In the end, what truly characterises good customer service are its human components. Fast responses on the channels of their choice are what customers want, but that is just the start. How a customer believes they are being treated is what makes a winning customers experience. For instance, a customer won’t feel heard or that their time was appreciated if they are asked to repeat themselves while being passed between multiple departments or waiting on hold.

When a business goes above and above for a consumer, that is excellent customer service. This could involve providing pro-active help, anticipating client needs, or spotting problems before they arise. It may also entail going above and above to create strong relationships with customers.

We believe our mediation expertise can support organisations in improving their clients’ customer service experience. Taking service to a new level. 

The benefits of improving customer service:

  • Exceptional client service brings about customer retention
  • The most credible source is a satisfied client
  • It builds a company’s reputation
  • It could generate fresh business opportunities
  • Excellent customer service ensures the longevity of your business
  • Decreased employee turnover and fewer issues brought on by dissatisfied clients.
  • Increased Productivity & Organisation Growth
  • It Serves as a Key Differentiator

Our product offering:

Undertaking the S.C.O.P.E review. The review typically combines normative, qualitative and quantitative techniques. Providing a professional review of root causes and themes to support the organisation in moving forward. 

High Quality Customer Conversations – 1 day course. CPD Verification Service Accredited. 

  • Understand their customers and their needs
  • Follow a clear process for communicating with customers
  • Use Questioning and Listening skills effectively with customers
  • Effectively manage difficult situations with customer


Mystery shopper experiences following a structured approach to providing professional feedback to the organisation.