Our conference theme this year focuses on the rise in challenging customer behaviour.

We have seen a marked increase in the past year in difficult behaviour from consumers using the IFSO Scheme’s service, and we know many in the industry are also experiencing this. The impact this has on complaint resolution and staff wellbeing is not to be underestimated, and we invite our Participants to join us for this one-day conference to explore more about this topic.

The conference sessions will cover how our world is changing, why emotions heighten, how to respond to challenging behaviour, and techniques to manage personal stress.

Our keynote speaker is Lance Burdett, an ex-crisis negotiator with the NZ police who will offer insights from his extensive experience in advanced communication techniques. We will also be showcasing other speakers, to be announced shortly, who can share their experience with you to better understand the rise of challenging behaviour and what this means for your business.

Along with this important, timely topic, we will again be running our popular case study “speed-dating” sessions, where attendees discuss IFSO Scheme case studies in-depth and get insights from the IFSO Scheme case managers.

We are pleased to be able to offer a low registration price, at no change from last year, to allow all those who may benefit from this professional development opportunity to attend.

We are excited to deliver another in-person conference in Auckland this year after a successful sold-out event last year.

Register now to avoid missing out, as places are limited!

Programme timings
Registration 8.30 – 9.15am
Conference 9.15am - 4.15pm
Networking drinks 4.15 – 5.30pm