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Retirement Living & Seniors Housing Program – Module 3 – Service Delivery for Positive Outcomes

Retirement Living & Seniors Housing settings deliver operational and managerial challenges that require skilled, adaptive, and resourceful leaders. The program explores the essential role capabilities that support effective management and the key human skills that support better communication with team members and with older people and their families.

Each workshop topic has been selected in response to feedback from specialists in the Retirement Living & Seniors Housing sector, and from participants engaging in ACCPA’s events and Member Advisory groups.

The program includes practical strategies and resources to assist manage conflicting demands. To maintain professional currency, increase and broaden your knowledge, expertise and competence, the program offers 22 Continuing Development Points (CPD).

Endorsed by ACCPA, CPD points reflect a commitment in career investment and skill currency. A certificate of your attendance, with CPD points achieved, will be provided.

Who should attend: 

Executive Managers, Operations Managers, Business Managers, Customer Engagement and Admissions Managers and Co-Ordinators.

Part 3 – Service Delivery for Positive Outcomes

Deliver service excellence and memorable customer experience, manage conflict calmly and resolve disputes and complaints with confidence.

Module 3 includes:

  • Service Excellence and Customer Experience
  • Complaints Investigation
  • Managing Conflicts & Disputes
For more information on each workshop, please click on the relevant button.
Service Excellence and Customer Experience 

Facilitated by Bruce Williams

Workshop Overview:

Customer service is any action that helps customers with their problems, questions, and needs. It is usually a reactive and single touchpoint between a customer and our organisation. Customer experience is the overall perception and feeling that customers have about our organisation. It is influenced by all the interactions and touchpoints that customers have with us, including customer service. Customer service is what we do. Customer experience is how people feel about what we do.

Service Excellence and Customer Experience will help you to better understand the mindset and key skills that are the hallmarks of great customer service. You will learn why responsive communication, active listening, cognitive empathy, collaborative trouble-shooting and creative problem-solving are powerful ways to enhance service delivery and boost customer satisfaction. This module will equip you with practical tips and tools to help you create positive and lasting impressions with your customers and build stronger, more positive customer relationships.

Learning Outcomes:

  • Foster a customer-centric mindset 
  • Understand the core skills for excellent customer service
  • Understand the significance of the customer’s experience and why this matters
  • See every customer interaction as an opportunity to enhance customer experience
  • Communicate in ways that improve customer outcomes, engagement, and satisfaction
  • Build trust to deepen relationships and promote customer loyalty
Complaints Investigation

Facilitated by Diane Herr

Workshop Overview:

This workshop offers a process for complaints investigation and resolution. Case studies will be used to demonstrate a best practice approach with references to approved provider responsibilities and practical skills in applying a streamlined complaints investigation approach.  

Learning Outcomes:

  • Types of complaints – communication, living environment, fees and charges in retirement living agreements.
  • Applying a solution-focused framework to deal with complaints 
  • Identify the primary tools or components of an investigation – conciliation, investigation, service provider resolutions and mediation. 
  • Learn key elements that enable complaints to be resolved –confidentiality, effective communication, active questioning, natural justice principles and an equitable and fair approach for all parties. 
  • The principles of effective complaints documentation. 
Managing Conflicts and Disputes

Facilitated by Bruce Williams

Workshop Overview:

This 2-part workshop will equip participants with a thorough understanding of conflict dynamics to increase confidence to apply practical strategies and tools to manage disputes and navigate conflict to peaceful resolution. Blending relevant contemporary theory, simple to apply strategies and real-world examples, the session will enable workers to reduce stress, resolve conflict, and communicate with confidence and clarity. 

At the end of the workshop participants will be able: 

  • To better understand the conflict dynamics that operate between parties
  • To proactively address disputes and provide effective feedback including performance conversations.
  • To apply self-care strategies and maintain personal wellbeing in times of stress.

Part 1: Conflict Dynamics 

A thorough understanding of conflict dynamics allows people to choose wisely the best strategy and to walk confidently through appropriate steps to resolution. It enables those involved to navigate with grace and skill the tensions and misunderstandings that are often unavoidable in care-giving services. Especially those where consideration must also be given to broader social and emotional impacts on families and support networks. This module unpacks the common elements of conflict, causes and contexts, why and how it occurs, and simple ways to use the moment as an opportunity for relationship building.  

Part 2: Conflict Conversations 

A deeper understanding of conflict dynamics enables people to have more confident conversations. They use open, genuine dialogue to build trust and are able to stay curious, calm, and courageous under pressure. This module introduces simple strategies for self-awareness and self-management as well as a number of easy to use, solution-focussed, conversation frames. You’ll learn how to use active listening, body language and silence to create space for better understanding and shared perspective. And you’ll discover simple tips to help you confidently handle complaints, disputes, feedback, and negotiations. 

Learning Outcomes:

Part 1: Conflict Dynamics: 

  • Understand why conflict is a good problem to have
  • Discern more easily the common types and causes for conflict
  • Recognise and respond effectively to various conflict engagement styles
  • Differentiate between levels and phases of conflict or disputes
  • Consider unconscious bias and CALD (Culturally & Linguistically Diverse) needs
  • Choose the most effective management approach
  • Be more comfortable with uncomfortable conversations
  • Improve assertiveness and navigate challenging issues with confidence
  • Embrace productive tension with a growth mindset
  • Avoid escalation and respond to aggressive or inappropriate behaviour
  • Approach conflict as an opportunity for improved clarity, alignment, and service quality

Part 2: Conflict Conversations:

  • Confront complex issues with confidence and skill
  • Maintain psychological safety and open up space for important conversations
  • Enrich relationships through honest, respectful discussion
  • Use a simple 4-step framework for feedback conversations
  • Know when to course-correct, when to coach and when to cheer people on
  • Reduce stress and stay calm under pressure
  • Use empathy and curiosity to adapt and find new solutions
  • Use creativity and humour to maintain perspective, flexibility, and wellbeing
  • Use simple negotiation skills to convert conflict into positive communication

Dates & Times:  

Service Excellence and Customer Experience 

5 June 2024
2.00pm – 4.00pm AEST

Complaints Investigation

16 July 2024
1.00pm – 3.00pm AEST

Managing Conflicts and Disputes

Session 1 – 22 August 2024
Session 2 – 29 August 2024

11.00am – 1.00pm AEST


ACCPA Member:

1 – 2 people: $999.00 (GST inc) each
3 – 10 people: $899.00 (GST inc) each

Additional member discounts apply for groups of 11 and greater. Contact  for a discussion.              

Non Member: $1540.00 (GST inc)

NOTE: Registration is for all three workshops in this module. Program modules can be completed in any order.
There is no requirement to complete all modules in the program.

Module 1 – Essential Tools of Management 

Learn the essential tools of management that ease the workload, embrace the freedom that planning & execution provides and explore key asset management principles and practices.

Module 2 – Building Resilience & Understanding Others

Build resilience by understanding what motivates others, gain awareness of dementia and associated behaviours, and learn how to promote psychological safety and self-care.

About the facilitators:

Bruce Williams

Bruce Williams loves to help people understand how other people tick so they can work together with less stress and more “yes!” With a focus on leadership, communication and team dynamics, Bruce has been delivering adult education, coaching and professional development programs for over 4 decades. He is an accomplished speaker and facilitator with an engaging and humorous presentation style.
In addition to managing his own business, Bruce is Judging Chair for the Sunshine Coast Business Awards and a part-time academic with the University of the Sunshine Coast. He is founder and spokesperson for the USC Starfish Program raising funds to support low SES students in higher education. Bruce also mentors young entrepreneurs in The DeLorean Project and Generation Innovation.

Bruce Williams

Diane Herr

Diane Herr is a Registered Nurse with over 25 years’ experience in the aged care sector, 15 of those as an Aged Care Consultant. Diane has broad and extensive knowledge and applies these skills and expertise across both clinical and operational areas. These include compliance monitoring, pre and post accreditation support, investigations, training and mentoring, which she weaves into consultancies undertaken, to ensure staff are supported to effectively perform their roles. Diane has a passion to impart knowledge and build capacity within Organisations, to ensure they have the knowledge and skills to provide the optimal level of care and service to their consumers.

ACCPA 2022 Conference
Adelaide Convention Centre

Booking Terms & Conditions


Aged and Community Care Providers Association (ACCPA) is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.

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Cancellations, Refunds, Substitutions and Transfers:

ACCPA’s Learning and Professional Development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the What’s On page.

Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of ACCPA, a full refund will be paid, directly to the customer who has made the initial purchase.

A full refund is also available if a participant withdraws from a training session, 5 or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis.

An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided.

Payment Terms

It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement. 

All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a Tax Invoice will be emailed to the person making the booking.