On 28 July 2026, three EADR team members: Thees Buschmann, Monika Dempsey and Lucca Weiher completed Conflict Management training, as part of the staff development activities under ADR4EU project, co-funded by the European Union.
For an organisation working in Alternative Dispute Resolution, managing difficult conversations is an essential skill. Consumers may approach a dispute with frustration, uncertainty or strongly held expectations. Clear communication and a calm, professional response help create the conditions for constructive dialogue.
The course focused on recognising early signs of escalation, applying practical de-escalation techniques and maintaining professional boundaries. It also covered personal responsibility and self-management through the “3 Coolness Competencies”, supported by practical tools and real-life scenarios.
These topics are relevant to EADR’s daily work: listening carefully, responding thoughtfully under pressure and keeping communication respectful throughout the dispute resolution process. The training supports the team’s continued development in handling sensitive interactions while maintaining impartiality and clear procedural boundaries.
Through ADR4EU, EADR combines specialist learning with improvements to its operational systems, complaint analysis and awareness activities to strengthen its capacity to support national and cross-border consumer dispute resolution.
ADR4EU is co-funded by the European Union under the Single Market Programme (Project number: 101266924).
Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and SMEs Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.