by Paul Sandford | Jan 10, 2020
What is the purpose of complaints’ procedures? Is it to put things right when they go wrong? Should such procedures be designed to ensure that when things do go wrong, they are addressed promptly, lessons are learned and identified errors are not repeated? Should...
by Paul Sandford | Nov 8, 2019
I recently came across an article in an old copy of a UK weekly freesheet, Shortlist, entitled “Life Lessons from the Frontline”. It was written by a well-travelled war correspondent, James Brabazon, and graphically describes his observations of a number of horrific...
by Paul Sandford | Oct 31, 2019
Mediators repeatedly and quite justifiably emphasise that “mediation works”, that it gets results and that it is time efficient and cost-effective. I frequently emphasise that the mediation success rate is high, some feel as much as 90%. This view is...
by Paul Sandford | Oct 28, 2019
In a week in which one of the major television networks (in association with the leading UK mental health charity, MIND) has committed to publicising a sequence of promotions and broadcasts on the significance of communication, I somehow found myself recalling the...
by Paul Sandford | Oct 24, 2019
Those who regularly read ASM PLUS blogs will often see references to the use of mediation and facilitated discussions resulting in business people having more time to devote to their work, generating income and being more productive. Not so long ago I met with a...
