do you help people resolve their disputes?

Transcription

1 do you help people resolve their disputes? MSc Dispute Resolution (available online and by blended learning)

2 What is dispute resolution? Dispute resolution is the process of helping people resolve their problems. It is a crucial activity, which is vital to the smooth functioning of society. It oils the wheels of business, helps our modern economies flourish and allows people to hold government to account. Disputes arise at many levels and in many different contexts. At Queen Margaret University, our particular focus is on a special type of dispute: those between ordinary people on one side and powerful organisations on the other. These disputes affect people s everyday lives and include complaints from citizens about government services such as healthcare and local government, and consumer complaints about services such as banking and utilities. Dispute resolvers working in this area make a huge difference to people s lives by helping them to resolve their problems and by providing access to justice.

3 Why study dispute resolution? The world of dispute resolution is changing fast. For many years, across the world, courts were the dominant forum for settling disputes. Recent years have seen a dramatic shift, with alternative forms of dispute resolution now becoming mainstream. With the role of legal institutions in problem-solving increasingly reduced, a new breed of dispute professionals has emerged: mediators, adjudicators, complaint handlers and ombudsmen. These professionals are now the first port of call for many everyday disputes. As consumers and citizens become more vocal in pursuing their rights, and as public policy seeks to mainstream alternative dispute resolution within justice systems, there has never been a better time to study dispute resolution.

4 Why study with Queen Margaret University? The MSc is available on a part-time basis and is mostly online, making it ideal for busy professionals, regardless of where they live and work. The programme can be combined with full time work and is also open to experienced professionals who do not hold an undergraduate degree. Students are taught by lecturers who are experts in this field, and who combine professional expertise with academic insight. They are active researchers and their teaching draws on the latest developments in dispute resolution research, policy and practice. The MSc Dispute Resolution is the world s first masters programme aimed at professional complaint handling staff. No other masters programme is specifically designed for people working in the field of consumer-business and citizen-state disputes.

5 What will I be studying? Modules available on the MSc include: > Fundamentals of Dispute Resolution > Complaint Management and Consumer Behaviour > Independent Investigation and Adjudication > Mediation Theory and Practice > Communication in Dispute Settings I am really enjoying the course. I was looking for a challenge so it was great to find a masters that perfectly matched my interests. The course is mostly online which makes it easier to fit in around work. It s been excellent to meet other students online and to get a chance to really delve into the theory and research on dispute resolution. The course tutors are very supportive and the whole experience so far has been great! Feedback from a current student

6 Will the MSc Dispute Resolution help my career? The programme is aimed at professionals with experience of dispute resolution between consumers and businesses and between citizens and public bodies. Whether you want to become a leader within your organisation or branch out into a new career, the programme will give you the skills and knowledge to succeed. Queen Margaret University s existing CPD programmes are extremely well regarded by employers in the complaint and ombudsman sector and we have trained over 2,000 regulatory, complaint handling and ombudsman staff across the UK and beyond. Dispute resolution is a growth industry the UK s central government alone spends an estimated 1.5 billion a year on resolving disputes with citizens. With more and more people employed in dispute resolution roles, the MSc Dispute Resolution will help you become a leader in the field.

7 Will the MSc Dispute Resolution benefit my employer? The programme has been specifically designed to deliver tangible benefits in the workplace. Specific skills you will develop include using: > advanced communication skills to de-escalate complaints > mediation skills to achieve quick, consensual outcomes > forensic investigation skills to tackle the root causes of complaints Knowledge you will gain includes understanding: > how to design, develop and review complaint systems > how to enhance the customer experience of complaints > how regulation and public policy affect dispute resolution You can also choose to complete a dissertation and a work-based learning project which can be tailored to your employer s needs to deliver relevant, business-focused research.

8 Qualifications: Postgraduate Certificate in Dispute Resolution (PgCert 60 credits, 4 modules); Postgraduate Diploma in Dispute Resolution (PgDip 120 credits, 8 modules); MSc in Dispute Resolution (180 credits, 8 modules + dissertation). Single modules are also available. Delivery: the PgCert is available entirely online, while the PgDip and MSc require attendance at our Edinburgh campus on at least one occasion during the course for a four day period of block teaching. All qualifications are available on a part-time only basis. Completion: The PgCert takes between 1 and 4 years to complete, the PgDip between 2 and 5 years and the MSc between 2.5 and 7 years. Entry requirements: an undergraduate degree in any subject plus relevant professional experience in the field of consumer-business of citizen-state disputes. Students without an undergraduate degree but with substantial professional experience in this field may also apply. International: where your honours degree has not been studied in English, you will be required to provide evidence of English language competence at no less than IELTS 6.5 with no individual component score less than 6.0. Start date and fees: the course starts in September each year (a January start may also be possible, depending on circumstances). For fee information, please visit: Further information: Please contact the programme leader, Chris Gill, at cgill@qmu.ac.uk for more information or to discuss your application. We look forward to hearing from you!