Skills Unit
GE2N001-20
Resolve disputes (New Zealand)
This unit describes the skills and knowledge required to investigate, negotiate and resolve disputes between financial services customers and organisations.
This unit applies to individuals in any sector of the financial services industry who work with others as part of a formal internal dispute resolution process.
10 CIP Points
Resolve disputes (New Zealand)
General Insurance
Insurance Broking
5-week Study Period
10 Credit Points
Intermediate
What you'll learn
By the end of this learning, students should be able to:
- establish a dispute exists
- investigate the dispute and determine the appropriate action
- negotiate and resolve the dispute
- finalise the dispute.
Competencies
FNSCUS412 Resolve disputes
Topics Covered
- Week 1: Exploring soft skills required for effective dispute resolution
- Week 2: Exploring the investigative skills required for effective dispute resolution
- Week 3 : Methods of dispute resolution and negotiation
- Week 4: Rules of dispute resolution
Assessment
1 Exam and 2 Simulations