Conflict Support Process
This process has been written to support any conflict/ complaint that arises from an event advertised on our ESEAT website
Purpose and Principles of this Policy
To support clear, respectful acknowledgement of your dissatisfaction with our services
To support, fast, careful, timely and transparent movement through any complaints and issues raised
Our intention is to offer services in ways that value integrity, inclusion, care and respect for all. We also know that, despite our very best intentions, there may be times when there is dissatisfaction with our work. We believe that every voice matters and we want yours to be heard.
We value feedback even if it's scary to give it to us: We aim to receive with openness. We are committed to learning and improving our services, communication and practice. If at any time your feedback is difficult for us to hear we commit to getting support to genuinely open our heart to what you want us to understand.
Your complaint will always be handled confidentially.
If you are dissatisfied in any way with any service you receive from one of us, before, during or after an event or during your certification process:
1. Reach out and find support:
As our practice is NVC, which is a community based practice of mutual support, please see if you have capacity to get some support from another member in the NVC network (an empathy buddy or someone else you feel comfortable with) to help you get clear about your needs.
2. Contact us:
Contact us with your complaint. Please put the word 'Complaint' in the subject header.
We will reply within 2 weeks.
We will register your complaint and record actions taken on this during the period we are active on it and hold documents for another 3 months in our archive.
We will endeavor to offer a schedule by which complaints and conflicts will be dealt with, and to keep you informed of timescales.
If necessary, we will have a conversation for us to hear your complaints and find a resolution of the issue. If you are satisfied, this is the end of the process. We hope to meet with you within 3 weeks and will inform you if matters require longer. We hope to meet with you within 3 weeks and will inform you within those 3 weeks if matters require longer. We will explain you the reasons why we can’t manage it in time and will give you an indication when we can give clarity to you.
If at the end of this internal process, you are not satisfied with the outcome, you can seek support from colleagues within the Centre for Nonviolent Communication including the Certification Coordinator Council (the CCC) who support the worldwide community of Assessors. CNVC, and the CCC are an external and independent body and we see their final decision as a binding advice.
Your first step is to contact Sylvia Haskvitz - firstname.lastname@example.org
They will invite you to meet with them on a Tuesday (they meet every week) when there is space, and agree steps from there. Further support could include more dialogue, empathy, mediation, a community circle, written acknowledgements of learning, a commitment to training, other action steps.
At all stages we will keep records and work within agreed time scales.
At conclusion a statement will be made to you who bought the complaint, the community, recommendations are tracked, and case is closed.At all stages we will keep records and work within agreed time scales.
In the event we need to cancel an event we have organised we will work to replay any money paid to us within 4 weeks.
Cancellation from a participant
If you chose to cancel your booking with us please let Sandrine know as soon as possible
Fees will be fully refunded only your place on the course is filled by someone on the waiting list or if you find someone to take my place. If the place on the course is not filled by someone else and cancellation is more than two months before the event, my fees will be refunded minus 10% admin cost. If your place on the course is not filled by someone else and the cancellation is between two months and four weeks before the event, any fees paid will be refunded minus 20%, to cover costs.
If your place on the course is not filled by someone else and the cancellation is two weeks or less before the event, fees will not be refunded. However, individual situation will be taken into account and dialogue will be at the heart of how we work with this situation. We want to find strategies that meet the needs of all (participant and ESEAT team).
You may wish to consider taking out an insurance policy to cover the risk of illness. In the event of you canceling, you can offer your place to someone else- there are many people on our network who do not have the funds to attend such an event.