POLICIES AND PROCEDURES
POLICIES AND PROCEDURES
Welcome to Foundation Stone Investments Pty Ltd
Our policies and procedures manual provides a comprehensive record of company policy, the procedures to enact those policies, and the requirements needed to complete each process. This document provides a detailed understanding of our policies, processes, systems and organisational role accountabilities. All employees and subcontractors must read this manual and refer to it for direction and as a course of action. This manual is a living document.
Innovating the Nexus of AI in Sales and Marketing
At Foundation Stone Investments (FSI), we stand at the forefront of a transformative era, where the fusion of cutting-edge Artificial Intelligence and dynamic digital marketing strategies forms the bedrock of business success. Our commitment transcends the conventional, as we pioneer a unique synthesis of traditional marketing wisdom with the innovative prowess of digital techniques.
In a landscape constantly reshaped by technology, FSI emerges as a beacon of innovation.
Our journey began with a vision to redefine the parameters of sales and marketing consultation, carving out a niche where AI doesn't just support but enhances human ingenuity. This vision has evolved into a tangible reality, where we offer a suite of services tailored to the modern sales agent, representative and small to medium enterprise (SME) needs – from comprehensive sales and marketing; AI integration training; insightful communications with AI; and market research to bespoke software solutions and impactful brand development...
Mission Statement
Empowering a Dynamic Sales Force to Drive Exceptional Results.
At Foundation Stone Investments, our mission is to redefine the standards of sales management and elevate sales practices to new heights. We are dedicated to educating agents and salespeople on the intricate sales processes of our premier product, Holli, utilizing advanced tools like Stones Education for training and Gold Star Pro as our CRM system. By combining Ursula's philosophy of building lasting customer relationships through a needs-based approach and Duane's relentless, results-driven sales tactics, we aim to empower our clients with comprehensive strategies and personalised mentorship. Our commitment extends beyond achieving immediate sales targets; we strive to foster a culture of integrity, excellence, and continuous learning. Our goal is to equip our clients with the knowledge and tools necessary for sustainable growth, ensuring they not only meet but exceed their sales objectives while setting new benchmarks in customer satisfaction and sales performance.
Sales and Marketing Consultation
Business Analysis
Sales Licences
Training in needs-based analysis, documentation
Resources - surveys, software, script, pitch etc
Vision Statement
Shaping the Future of Sales Excellence through Innovation, and Empowerment.
At Foundation Stone Investments, our vision is to become the gold standard in sales management consultancy, recognised globally for our innovative approaches and transformative impact. We aspire to lead the industry by continuously evolving and adapting to the ever-changing sales landscape. Our goal is to not only revolutionise the way sales teams operate but to also instill a culture of excellence and empower sales practices that resonate across all levels of business. We envision a future where our unique blend of personalised training, advanced technological tools, and a deep understanding of customer dynamics sets a new paradigm in sales effectiveness. In this future, Foundation Stone Investments stands as a beacon of inspiration, empowering a new generation of sales professionals and businesses to achieve unprecedented growth and success.
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Introduction to Policies and Procedures
Welcome to the Policies and Procedures Manual of Foundation Stone Investments. This document serves as a cornerstone for our organization, outlining the principles and guidelines that shape our daily operations and interactions. At Foundation Stone Investments, we are dedicated to upholding the highest standards of integrity, professionalism, and excellence in all our endeavors. Our policies and procedures reflect our commitment to these values and our mission as the educational pillar of Elohim Technologies. The manual is structured to provide clear, accessible information on various aspects of our operations. It covers a wide range of topics from ethical business practices, customer service standards, to employee conduct, and resource management. Each section is crafted with careful consideration of our unique organizational culture and the diverse needs of our stakeholders. Our policies are not just rules but reflections of our core values and the ethos that drive us. They are designed to guide decision-making, foster a positive work environment, and ensure consistency in our actions. By adhering to these policies, we not only comply with legal and ethical standards but also cultivate a culture of respect, collaboration, and innovation. The procedures outlined in this manual provide step-by-step guidance for various operational processes. They ensure that our activities are conducted efficiently, effectively, and in alignment with our organizational goals. These procedures are regularly reviewed and updated to adapt to changing circumstances and continuous improvement. As you navigate through this manual, we encourage you to embrace these policies and procedures as essential tools for your professional development and our collective success at Foundation Stone Investments.
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Foundation Stone Investments Background
Foundation Stone Investments is a visionary company led by Ursula and Duane, two dynamic professionals with rich and diverse backgrounds. Ursula, with over three decades in nursing, including cosmetic nursing, transitioned her skills into becoming Australia's top cosmetic sales representative. Her entrepreneurial flair is demonstrated in her successful business ventures and her passion for teaching and homeschooling. Ursula's vision extends to creating self-sustaining villages in Africa, driven by her deep Christian faith and commitment to positive global impact.
Duane, a dedicated disability care professional with over five years in the field, founded Stone Disability Services. His caring expertise is complemented by theological insights from his Associate Degree in Theology. As Director of Foundation Stone Investments, Duane excels in client relations and is pioneering sales through Elohim Technologies. His personal and professional life is guided by his Christian faith, evident in his mission trips and his ambition to build self-sustaining villages in Africa.
Together, Ursula and Duane blend compassion, entrepreneurial acumen, and a profound commitment to social and spiritual values, steering Foundation Stone Investments towards impactful and meaningful ventures.
Market Research
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withai.com.au
Research papers, Sales and Marketing with Ai
English, Mathematics, Science, HASS, HPE, Technologies, and The Arts with Ai
What are Policies and Procedures:
Policies and procedures are essential components of any organization's operational framework. They serve distinct yet complementary functions:
Policies:
Policies are formal guidelines established to govern an organization's decisions and actions. They:
Set Standards: Policies outline the standards and principles by which an organization operates. They provide a reference point for the expected behavior and practices of employees.
Guide Decision-Making: They offer a framework for making decisions, ensuring consistency and fairness across the organization.
Ensure Compliance: Policies help in complying with legal and regulatory requirements, thereby reducing the risk of non-compliance penalties.
Reflect Values and Culture: They embody the organization's values and culture, offering a roadmap for employees to understand the organizational ethos.
Manage Risk: By clearly stating what is permissible and what is not, policies help in managing and mitigating risks.permissible and what is not, policies help in managing and mitigating risks.
Procedures:
Procedures are specific instructions or steps that describe how to perform a task or process. They:
Provide Detailed Guidance: Procedures outline the specific actions or steps required to achieve a policy's objectives or to handle certain situations.
Ensure Consistency: They ensure that activities are carried out consistently and efficiently, regardless of who performs them.
Facilitate Training and Onboarding: Clear procedures make it easier to train new employees and ensure they understand how to perform their roles.
Improve Efficiency: By providing a clear process, procedures help in streamlining operations and improving efficiency.
Assist in Performance Evaluation: Procedures provide a benchmark against which employee performance can be measured and evaluated.ssible and what is not, policies help in managing and mitigating risks.
Together, policies and procedures form the backbone of an organization's operational structure, enabling it to function smoothly, maintain legal compliance, and uphold its standards and values.
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Stone Design Tech - providing website design
Gold Star Pro - Providing CRM software
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Why are Policies and Procedures important?
Policies and procedures are crucial for several reasons, playing a pivotal role in the smooth and efficient functioning of an organization
Consistency and Uniformity: Policies and procedures provide a consistent framework for decision-making and operations. This uniformity ensures that actions and responses are standardized across the organization, reducing ambiguity and confusion.
Regulatory Compliance: They help an organization comply with legal and regulatory requirements, reducing the risk of fines, legal challenges, and reputational damage.
Improved Operational Efficiency: Clear procedures streamline processes, reducing errors and increasing efficiency. Employees have a ready reference on how to perform tasks, leading to smoother operations.
Risk Management: Policies and procedures help in identifying, managing, and mitigating risks. They provide guidelines on handling various situations, thereby protecting the organization from potential liabilities.
Quality Control: They ensure that all activities are performed in a manner that meets the organization's standards of quality and professionalism.
Employee Guidance and Training: New and existing employees benefit from clear instructions and guidelines, aiding in training and performance. They understand their roles and responsibilities better, leading to improved job performance.
Accountability and Transparency: Policies and procedures establish clear lines of accountability. They also foster transparency within the organization, as employees and stakeholders are aware of how decisions are made and actions are taken.
Conflict Resolution: They provide mechanisms for resolving disputes and grievances, contributing to a more harmonious workplace.
Reinforcing Organizational Values and Culture: Policies reflect an organization’s values and culture, helping to embed these aspects in everyday activities and interactions.
In summary, policies and procedures are fundamental for the sustainable and successful management of an organization, ensuring legal compliance, operational excellence, risk management, and the promotion of a positive organizational culture.
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Ethical Principles and Core Values
Core Values according to the Beatitudes
Humility:
"Leading with Listening, Succeeding Together"
Foundation Stone Investments promote a culture where leadership acknowledges their limitations and values contributions from all levels of staff. They encourage an environment where listening and learning are valued over asserting dominance.
Compassion:
"Empathy in Action, Support in Every Step"
Foundation Stone Investments fosters an empathetic workplace where employees feel supported during personal and professional challenges. They implement support systems like counseling and flexible work arrangements.
Righteousness:
"Integrity at Our Core, Honesty in Our Practice"
Foundation Stone Investments ensure all business dealings are conducted with the highest level of integrity and honesty. They regularly train staff on ethical practices and create channels for reporting unethical behavior.
Mercy:
"Forgive and Grow, Building Stronger Bonds"
Foundation Stone Investments have developed a conflict resolution process that emphasises understanding and reconciliation. Encourage a forgiving approach to mistakes, focusing on learning and growth.
Purity of Heart:
"Transparency in Trust, Sincerity in Service"
Foundation Stone Investments maintain transparency in decision-making and communications. They encourage sincerity in interactions within and outside the organisation.
Peacemaking:
"Collaborate to Innovate, Unite to Excel"
Foundation Stone Investments cultivate a collaborative work environment. They train staff in conflict resolution and effective communication to enhance teamwork and reduce workplace conflicts.
Perserverance in Righteousness:
"Steadfast in Ethics, Courageous in Character"
Foundation Stone Investments uphold ethical standards steadfastly, even in challenging situations. They recognise and reward employees who demonstrate moral courage and integrity.
Brand and Product Development
Holli Ai Australia
Holliai.com
Virtual Assistant
Sentient Artificial General Intelligence Being
Selling Goods and Services Policy
The Foundation Stone Investments: Selling Goods and Services Policy is a comprehensive framework designed to ensure ethical and effective business practices in all our commercial activities.
Fair Trading:
At the core of our operations is a commitment to honest and transparent practices. We diligently comply with all relevant trade laws and regulations, ensuring that every transaction upholds the highest standards of fairness and legality.
Developing a Pricing Strategy:
We approach pricing with a balance of competitiveness and fairness. Our pricing strategies are carefully crafted, taking into account market conditions, costs, and the value delivered to our customers, ensuring a fair deal for both the company and the client.
Contracts and Tenders:
In our contractual processes, including tendering, we implement clear and structured procedures. These processes are designed to ensure transparency and fairness, guaranteeing that all parties engage on equal footing and with complete clarity.
Suppliers/partnerships:
Our relationships with suppliers/partnerships are critical to our success. We select our suppliers/partnerships based on their commitment to quality, reliability, and adherence to ethical standards. We strive to maintain positive, professional relationships with all our suppliers/partnerships, recognising the mutual benefits of these partnerships.
Inventory Management:
Effective inventory management is key to our operational efficiency. We aim to optimally meet customer needs without overstocking, utilising advanced technology for accurate inventory tracking and forecasting.
Customers:
Understanding and meeting our customers’ needs is a priority. We ensure that every customer interaction is respectful, informative, and helpful, reflecting our dedication to excellent service.
Delivery:
We aim for timely and accurate delivery of goods and services. Our logistics management is designed to enhance customer satisfaction, ensuring that products and services reach clients as promised.
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Refund Policy
The Foundation Stone Investments: Refund Policy is a comprehensive framework designed to ensure ethical and effective business practices in all our commercial activities.
Stone's Education Services Satisfaction Guarantee
We want you to be satisfied with your course, so eligible courses are covered by Stone's Education Services Satisfaction Guarantee.
Summary
1.1 On eligible courses, you can (1) request a full refund up until the course start date provided you have not already consumed a significant portion of the materials or (2) request a full refund within 14 days of the course ending provided you have fully participated in the course.
1.2 Eligible courses are those with Stone's Education Services "Satisfaction Guarantee" shown on the course page.
This course has a 14 day money back guarantee. You can recieve a full refund within14 days after the course ends, provided you meet the completion criteria in our refund policy.
1.3 To make a refund request, please email [email protected]
1.4 We stand behind our courses and know that Stone's Education Services instructors have designed amazing learning experiences for you. We want you to be satisfied with your course, and ensure Stone's Education Services instructors are protected from fraud or misuse of the Satisfaction Guarantee. For the full details of our Satisfaction Guarantee and refund policies, please read below.
2. Courses eligible for the Satisfaction Guarantee
2.1 Courses with Stone's Education Services Satisfaction Guarantee badge (see below) are eligible. If you do not see this badge visible on the course's page, then it is not eligible for the policies outlined in this article. Instead, you should find an FAQ on the course page that details the specific refund policy for that course. In the case where you do not see a visible Satisfaction Guarantee badge on the course page, Stone's Education Services will defer to the instructor's individual policy as outlined in the FAQ section.
3. Requesting a refund before a course begins
3.1 If you enroll in an eligible course and can no longer participate, you can submit a refund request until the course start date. In your refund request, please share the course you are enrolled in and the reason for your refund request.
A member of the Stone's Education Services team will ensure you have not reviewed a significant portion of the material, such as instructor-provided videos, downloadable templates, asynchronous lessons, etc. If you have accessed a significant portion of the course material, your refund may be denied. Stone's Education Services may also connect with the instructor of the course to gather any additional context as needed before your refund is processed.
4. Requesting a refund after a course ends
4.1 If you complete a course and are not satisfied with the content or outcomes, you can request a refund up to 14 days after the course ends provided you have fully participated in the course. "Full participation" is ultimately determined and outlined by the instructor of each course, but likely includes:
Attending sessions. Completing projects. Completing lessons. Completing peer feedback expectations. Responding to engagement attempts from the instructor (ex. check-ins, requests for feedback, etc.)
Stone's Education Services instructors thoughtfully design the course learning experience to help you achieve the stated outcomes. For this reason, we require that all students fully complete a course before determining if the course was satisfactory.
Refunds will be determined against an instructor's stated participation requirements. The Stone's Education Services team may connect with an instructor to determine the level of your participation in the course as needed.
5. Satisfaction guarantee and refund policy FAQs
5.1 How long do refunds take to process after they are approved? All payments and refunds are processed through our payment partner, Stripe. Through Stripe, refunds can take up to 10 business days to complete and reflect in your account or on your card. Can I get a refund on a different card than I used to pay? No, we are only able to refund the original payment method. What if I want to request a refund before the course ends, but after it has begun? Under this policy, refunds will only be processed up until the course start date or after you have fully completed the course. If you have an extenuating request, you can email [email protected] with the full details for your refund request. We will review these requests on a case-by-case basis and will likely connect with the instructor of the course for a final decision.
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Cancellation Policy
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Customer Service and Staff Clothing Policy
Customer Service Policy:
Effective Communication:
At Foundation Stone Investments, we recognize the importance of building strong relationships with our customers. Our staff is trained in effective communication techniques, including active listening and using analogies to explain complex services. This approach helps in understanding and meeting customer needs more accurately and building lasting relationships.Developing Customer Service Standards: We have established internal customer service standards and benchmarks to ensure consistency in communication. This results in uniform excellence across all customer interactions, reinforcing our commitment to high-quality service.Resolving Disputes: Timely and professional dispute resolution is crucial. We train our staff in effective strategies to handle customer complaints, aiming for quick and satisfactory resolutions to maintain strong customer relationships.
Communication Strategies:
Diverse Communication Channels: Recognizing the varied preferences of our customer base, we employ multiple communication methods including phone calls, social media engagement, and newsletters. Compliance with legal requirements, like the Do Not Call Register and Spam Laws, is strictly adhered to. Feedback Mechanisms: Regular surveys and feedback forms allow us to gather valuable customer insights. Incentives for survey participation are offered, ensuring a high response rate and actionable feedback.
Delivering Exceptional Customer Service:
Face-to-Face Interactions: In our physical locations, staff are trained to greet customers warmly, provide knowledgeable assistance, and ensure a positive in-store experience. Online and Remote Services: For online interactions, we prioritize prompt email responses and offer live chat services. A 'request to call' option is available for more personalized service.
Staff Clothing Policy:
Professional Attire:
Our staff clothing policy mandates a professional dress code that reflects the company's values and professionalism. This includes attire that is neat, appropriate, and in line with our corporate image.Brand Representation: Staff clothing is also an opportunity to represent our brand. We ensure that the attire is not only professional but also aligns with our brand identity, enhancing our corporate image and the customer experience.
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Managing Stress and Mental Health Policy
At Foundation Stone Investments, we are deeply committed to the well-being and mental health of our employees. Recognizing the challenges of the modern workplace, we have established a comprehensive policy to support our team members in managing stress and maintaining mental health.
Support Mechanisms for Well-being:
We provide a range of support mechanisms designed to assist employees in times of need. This includes access to counseling services, mental health professionals, and wellness programs. Our aim is to create a supportive environment where employees feel comfortable seeking help and discussing their mental health concerns.
Promoting Work-Life Balance:
Understanding the importance of a healthy work-life balance, we encourage our employees to maintain a balance that supports their mental health and personal lives. This includes flexible working arrangements, such as remote work options and flexible hours, as well as policies that discourage excessive overtime. We believe that a well-balanced life is key to maintaining mental well-being and overall productivity.
Mental Health Resources and Education:
To further support our employees, we offer various mental health resources, including workshops, training sessions, and educational materials. These resources are aimed at increasing awareness about mental health, reducing stigma, and providing practical tools for stress management and mental well-being.
Regular Check-Ins and Feedback:
Managers at Foundation Stone Investments are trained to regularly check in with their team members, providing a space for open dialogue about stress and mental health. This proactive approach ensures that potential issues are addressed promptly and effectively.
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Conflict of Interest Policy
At Foundation Stone Investments, we uphold the highest standards of integrity and objectivity in all our business dealings. Our Conflict of Interest Policy is designed to ensure that all employees and management act in the best interests of the company, maintaining transparency and avoiding any situation that might lead to a conflict of interest.
Disclosure of Potential Conflicts:
We require all employees to proactively disclose any situations or relationships that might constitute a conflict of interest. This includes, but is not limited to, personal financial interests, outside employment, or relationships with competitors or potential business partners. Such disclosures should be made to the immediate supervisor or the designated compliance officer as soon as the employee becomes aware of the potential conflict.
Assessment and Resolution:
Upon disclosure, the company will assess the situation to determine whether a conflict of interest exists and, if so, how it might be resolved or managed. This process is handled with discretion and sensitivity to the privacy of all involved parties.
Maintaining Objectivity in Decision-Making:
To preserve the integrity of our decision-making processes, employees with a conflict of interest, or a potential conflict, will be recused from decision-making related to that matter. We are committed to ensuring that all business decisions are made objectively, based on merit, and without any undue influence.
Training and Awareness:
Foundation Stone Investments provides regular training to all employees about the importance of identifying and properly handling conflicts of interest. This training includes guidance on how to recognise potential conflicts and the procedures for reporting them.
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Workplace Health and Safety Policy
At Foundation Stone Investments, we are committed to providing a safe and healthy work environment for all our employees. Our Workplace Health and Safety Policy is a comprehensive framework that focuses on preventing workplace injuries and illnesses through proactive safety procedures and emergency response planning.
Safety Procedures:
We have established detailed safety procedures tailored to the specific needs of our various work environments. These procedures cover a wide range of topics, including the proper use of equipment, ergonomic practices, and the handling of potentially hazardous materials. We conduct regular safety audits and risk assessments to identify and mitigate any potential safety hazards in the workplace.
Emergency Response Plans:
Our emergency response plans are designed to ensure a swift and effective response to any workplace incident or emergency situation. These plans include procedures for evacuation, medical emergencies, fire outbreaks, and other critical incidents. Clear roles and responsibilities are assigned to designated staff members to ensure coordinated and efficient emergency management.
Regular Training on Safety Practices:
To reinforce the importance of workplace safety, we provide regular training sessions for all employees. These sessions are designed to educate our team members on best safety practices, emergency procedures, and how to respond to potential hazards. Training is conducted by qualified professionals and is updated regularly to reflect any changes in safety standards or regulations.
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Appropriate Use of Resources Policy
At Foundation Stone Investments, we understand the importance of responsible and ethical use of company resources. Our Appropriate Use of Resources Policy is designed to guide employees on the proper utilization of company assets, ensuring they are used efficiently, respectfully, and in alignment with our corporate values.
Use of Company Assets:
1.1 Computers and Internet:
The use of company computers and internet access is primarily for business purposes. Employees are expected to use these resources responsibly and avoid inappropriate sites and activities that can harm the company's network or reputation. Security protocols must be strictly adhered to, and the confidentiality of company data must be maintained at all times.Resource Efficiency: We encourage employees to use company resources, including supplies and utilities, in an environmentally conscious and cost-effective manner. This approach aligns with our commitment to sustainability and responsible stewardship of resources.
Social Media Guidelines:
2.1 Reflecting Company Values:
When using social media, either on company accounts or when representing Foundation Stone Investments online, employees are expected to conduct themselves in a manner that reflects the company's values. This includes professional communication and respect for others in online interactions.
2.2 Confidentiality and Representation:
Posting confidential company information or speaking on behalf of the company without authorization is prohibited. Employees are reminded to clearly distinguish between personal opinions and official company positions when engaging on social media platforms.
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Recruitment Policy
At Foundation Stone Investments, we are committed to a recruitment process that is both fair and equitable, aligning with our core values of diversity and integrity. Our policy is designed to attract and select candidates who not only possess the necessary skills and qualifications but also share our commitment to excellence and innovation.
Fair and Equitable Hiring Practices:
1.1 Non-Discriminatory Approach:
We are dedicated to providing equal employment opportunities to all candidates, regardless of their race, gender, age, religion, sexual orientation, or any other characteristic. Our recruitment practices are free from bias and discrimination, ensuring a level playing field for all applicants.
1.2 Transparent Selection Process:
The recruitment process at Foundation Stone Investments is transparent and well-structured. We ensure that all candidates are evaluated based on their skills, experience, and suitability for the role, with clear communication throughout the selection process.
1.3 Recruitment Process:
1.1.1 Diversity Focus: We actively seek to promote diversity in our workforce. This includes reaching out to diverse talent pools and implementing strategies to attract candidates from various backgrounds, thereby enriching our organizational culture and enhancing our ability to serve a diverse client base.Skill Alignment: Our recruitment strategy focuses on aligning candidates' skills and experiences with the specific needs of the role. We utilize a combination of interviews, skill assessments, and reference checks to evaluate candidates comprehensively. This approach ensures that we not only fill positions with qualified individuals but also with those who will contribute positively to our team dynamics and company culture.
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Complaints and Feedback Policy
This process, grounded in understanding, empathy, and a growth mindset, aligns with the value "Forgive and Grow, Building Stronger Bonds," promoting a positive and cohesive workplace culture.
Initial Assessment: When a conflict arises, promptly identify the involved parties and the core issues. Assign a neutral mediator to facilitate discussions.
Open Dialogue: Create a safe space for open and honest communication. Encourage all parties to express their perspectives and feelings without interruption.
Understanding and Empathy: Guide each party to listen actively and try to understand the other's viewpoint. Emphasise empathy and the importance of acknowledging each other's emotions and experiences.
Problem-Solving: Collaboratively identify possible solutions that address the concerns of all parties. Focus on constructive and forward-looking resolutions.
Reconciliation and Forgiveness: Encourage parties to express forgiveness and a willingness to move past the conflict. Highlight the importance of reconciliation in strengthening relationships.
Learning and Growth: Reflect on the conflict and its resolution to identify learning opportunities. Implement changes or training if necessary to prevent similar issues in the future.
Follow-Up: Schedule follow-up meetings to ensure the resolution is effective and relationships are mended. Provide ongoing support to the involved parties.
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Service Access and Exit Policy
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Freedom from Violence, Abuse, Neglect, Exploitation and Discrimination Policy
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Customer Advocacy Policy
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Cultural Diversity Policy
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Informed Decision Making Policy
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Governance Policy
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Human Resource Management Policy
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Handling Money and Property Policy
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External Compliance Policy
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Continuous Improvement Policy and Plan
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Staff Grievance Policy and Procedure
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Incident Managment Policy and Procedure (Incidnets, Accidents and Near Misses)
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Business Risk Management Plan
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Internet Usage and Social Media Policy
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Company Property and Image Policy (Including Uniforms)
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