Trained mediators experienced in commercial conflict management and dispute resolution.
Develop the skills to approach disputes with clarity, confidence, and professionalism.
When your frontline staff face angry, distressed or vulnerable customers, the right skills are the difference between escalation and resolution. CEDR equips customer service professionals in aviation, telecoms, financial services and beyond with the practical skills and confidence that protect your people and your reputation.
CEDR supports customer service teams at any scale and designs programmes that support continued excellence and improvement. Regardless of whether you train specific teams or your whole organisation, all of CEDR's training is rooted in delivering practical, intense and experiential learning experiences to deliver lasting impact.
CEDR's curriculum draws on the disciplines and capabilities of commercial mediation, hostage and crisis negotiation and behavioural psychology. These are translated into practical tools your people can use immediately and throughout their career.
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Vodafone UK wanted to transform their approach to specialist care, taking a human-centric approach by empowering their teams to have better and more productive conversations with customers.
To date (2026), CEDR has trained over 150 Specialist Customer Care Managers in 3-day sessions in a range of skills including; active listening, managing emotions, rapport and trust building and conflict styles.
Within the first year of the partnership:
CEDR developed a training focussed on enhancing confidence and resilience when dealing with customers who may be angry or vulnerable. The aim is to be able to de-escalate tension conversations and move towards finding a solution.
Significantly improved confidence amongst the executive complaints team in handling uncomfortable and challenging interactions with customers.
Sopra Steria wanted to improve essential negotiation and conflict engagement skills across the organisation.
An ongoing partnership with CEDR that has trained over 500 professionals across HR, legal, commercial, IT and communications functions.
One of CEDR's largest sustained enterprise training relationships which has helped raise the level and capabilities in core, commercial competencies across the organisation.
Senior Customer Care Specialist, Vodafone
Customer Care Manager, Vodafone
Senior Customer Care Specialist, Vodafone
Senior Customer Care Specialist, Vodafone
At CEDR, our trainers and facilitators aren't academics teaching theory from textbooks - they're seasoned practitioners who apply these skills in high-stakes environments every single day. From resolving multi-billion pound commercial disputes to defusing hostage crises, our team of over 50 expert mediators across 20 countries represent the pinnacle of real-world conflict expertise.
The difference between CEDR training and other programmes comes down to one principle: our trainers teach what they practice every day. As the most experienced body of mediation trainers globally, CEDR has refined adult learning techniques over 35 years to ensure engaging, practical training throughout.
Every member of CEDR's training faculty maintains an active professional practice. They're not teaching from outdated case studies or textbook theories - they're sharing techniques they used last week, challenges they navigated last month, and emerging trends they're seeing right now.
