The program focuses on Zingerman’s Community of Businesses and its philosophies and Customer Complaint Process.  The businesses include the original business, Zingerman's Delicatessen, plus Zingerman’s Bakehouse, Creamery, Catering, Mail Order, ZingTrain, Coffee Company, Roadhouse Restaurant, Candy Manufactory and the newest business—Events at Cornman Farms.  Zingerman’s produces and sells all sorts of full flavored, traditional foods in its home of Ann Arbor, Michigan to the tune of $50,000,000 a year in annual sales.  Effectively managing conflict has allowed Zingerman’s to grow from 2 employees to 700 over 33 years.  Like Apple Computers, Zingerman’s delights its customers with its food and its customer relations.  It has also been lauded by President Obama and others for its employee support, including its fair base salary, hours and benefits.  Zingerman’s philosophy of Servant Leadership, Energy Management, Going Direct and Handling Customer Complaints is at the core of its popularity and success.

Ari Weinzweig is CEO and co-founding partner of  Zingerman's Community of Businesses. Ari was recognized as one of the “Who’s Who of Food & Beverage in America” by the 2006 James Beard Foundation and has awarded a Bon Appetit Lifetime Achievement Award among many recognitions. Ari is the author of a number of articles and books.

Zena Zumeta, internationally known as both a mediator and trainer of mediators.  She is president of the  Mediation Training & Consultation Institute, Zena Zumeta Mediation Services, and The Collaborative Workplace in Ann Arbor, Michigan.

Disputes have existed as long as there have been people. Ways to resolve disputes have also existed just as long. But now, technology has made some of the oldest ways to resolve disputes new again and better than ever! Now you can settle differences with other people or businesses without ever leaving your home, office or business.

Mark Norych manages the operations of Arbitration Resolution Services, Inc., and oversees the experienced litigators, judges, and magistrates who make up the panel of arbitrators. He is also responsible for managing the company’s Arb-IT™ arbitration system.

For more than 30 years, Norych has been involved in the collection, litigation, and arbitration of claims on behalf of insurance, car rental, and other major industries. He has also coordinated and supervised litigation on a national and global level.

Norych is a frequent lecturer and sought-after professional speaker. He has provided seminars and workshops at several Fortune 500 companies on topics ranging from best practices for corporate operations to specific topics related to federal and state regulations and laws and their effect on company models and procedures.

Articles

Mystery shopping can help companies avoid conflict - and negative customer experiences -  before it becomes an issue. If you've ever found yourself wondering if mystery shopping is too good to be true, join us in a discussion with Rich Bradley, MSPA-NA Board President to learn the facts. Rich Bradley will explain what mystery shopping is, what it is not, how to avoid scams, and how a business can benefit from measuring their customer experience.

Rich Bradley leads the day-to-day functions and operations as Chief Operating Officer and General Counsel for one of Orlando’s premier public relations and marketing firms, Todd Persons Communications. He also serves as the Board President of the MSPA, North America, the largest customer experience trade association in the Western Hemisphere.

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Customers and traders have much more balanced relationship now than in the past, due to the role of social media and customer reviews. The key role of online social media forces traders to actively engage in partner dialogue with their customers. Customers will have more significant role also in resolving customer complains. How?  Listen to our broadcast.

Zbynek Loebl - CEO of Youstice - founded Youstice as a globally available tool for efficient resolving of shopping issues. His experience with online dispute resolutions originates from managing the development of ADR.EU, the European ODR Centre attached to the Czech Arbitration Court. Zbynek has a 11+ years of knowledge regarding e-commerce law and practice, gained as Head of E-Economy Practice Group at Central European Advisory Group.

Stephen Kotev is a Washington D.C. based conflict resolution consultant offering mediation, negotiation and facilitation services, conflict coaching, training and somatic education to private and government clients. He holds a Master of Science degree from George Mason University’s School for Conflict Analysis and Resolution and a black belt in the Japanese martial art of Aikido. Stephen is a nationally recognized expert on how to maintain your performance under pressure and the Chair of the Association for Conflict Resolution’s Taskforce on Safety in ADR.

We negotiate every single day over important and routine requests. Spouses negotiate over household and financial duties, co-workers negotiate time off, job tasks, promotions and salaries. When a perceived disagreement or dispute erupts, know how to negotiate effectively and constructively by learning the very basic building blocks. Join Stephen and Pattie, as they outline and demonstrate how to listen beyond the demand, identify the common goals and negotiate to get what you need.

Pattie Porter, LCSW, AAP is the President of Conflict Connections®, Inc.Pattie has worked extensively in the dispute resolution field for nearly 20 years providing mediation, team facilitation, negotiation training, and conflict management and abrasive leader coaching services to individuals, businesses, government agencies and higher education institutions. She is a licensed clinical social worker and holds the Advanced Practitioner-Workplace Mediator designation from the Association for Conflict Resolution, the Credentialed Distinguished Mediator from the Texas Mediator Credentialing Association, and the CINERGY® certified advanced conflict coach and coach-mentor.

Stephen Kotev is a Washington D.C. based conflict resolution consultant offering mediation, negotiation, conflict analysis, facilitation, training and somatic education to private and government clients. He holds a Master of Science degree from George Mason University’s School for Conflict Analysis and Resolution. He is a former employee of the Association for Conflict Resolution, the American Bar Association Section of Dispute Resolution, the Ohio Commission on Dispute Resolution and Conflict Resolution and the D.C. Court Services and Offender Supervision Agency as an ADR Specialist.

There has been an increased emphasis on teamwork and collaboration in the delivery of health services over the past decade. Much of this has been due to research that indicates the need for good communication and coordination in order to provide safe and effective care to patients. But for most health professionals, daily conflict can interrupt teamwork and make communication difficult creating risk for patients and diminishing morale for healthcare workers.  In discussing this growing area of conflict resolution, Debra will talk about what conflict looks like in clinical work settings, why conflict is so hard to address among health professionals and what is happening to improve conflict management within healthcare organizations.

Debra Gerardi is a healthcare conflict engagement specialist and consultant providing executive coaching, mediation and facilitation services, conflict assessment, and professional development programs to healthcare organizations internationally. She is currently President and Chief Creative Officer for EHCCO (Emerging HealthCare Communities) a community of practice working to improve collaboration and conflict engagement among health professionals as a means of shifting the overall culture of healthcare.

Stephen Kotev is a Washington D.C. based conflict resolution consultant offering mediation, negotiation, conflict analysis, facilitation, training and somatic education to private and government clients. He holds a Master of Science degree from George Mason University’s School for Conflict Analysis and Resolution and a black belt in the Japanese martial art of Aikido.

Ken Cloke is renowned for his decades of work, passion and dedication to bring peacemaking tools to wherever he believes he can be of service whether it is in the U.S. or around the world. In this episode, The Language of Conflict, Ken will share his personal journey into conflict resolution and peace-making and what keeps him here is this field. He will also share his philosophy of peace-making and what he believes can bring us closest to peace. His global work, research and teachings lead Ken to write numerous books including his most recent The Dance of Opposites which explores a new vision for conflict resolution and the use of language in conflict.

Kenneth Cloke is a mediator, arbitrator, coach, consultant and trainer, specializing in resolving complex multi-party disputes, including marital, divorce, family, grievance and workplace disputes, collective bargaining, organizational, public policy, and school conflicts, and designing preventative conflict resolution systems. He has worked in over 20 countries, and is founder and first President of Mediators Beyond Borders.  He has published 11 books.

Zena Zumeta, internationally known as both a mediator and trainer of mediators. She is president of the Mediation Training & Consultation Institute, Zena Zumeta Mediation Services, and The Collaborative Workplace in Ann Arbor, Michigan. Zena is a lawyer and a former president of the Academy of Family Mediators.

We have all experienced the drama when we engage in destructive and dysfunctional conflict. It is draining, damaging and downright unhealthy. Zena Zumeta will talk with the Texas Conflict Coach, Pattie Porter to discuss her new Minibuk Stop the Dreaded Drama: 55 Tips for Ending Destructive Conflict and highlight strategies to withdraw from the drama, reevaluate the situation, and reenter the conflict from a healthier and constructive approach. 

Pattie Porter,  LCSW, AAP is the President of Conflict Connections®, Inc. Pattie has worked extensively in the dispute resolution field for nearly 20 years providing mediation, team facilitation, negotiation training, and conflict management and abrasive leader coaching services to executives, businesses, government agencies and higher education institutions. Pattie is a licensed clinical social worker and holds the Advanced Practitioner-Workplace Mediator  designation from the Association for Conflict Resolution, the Credentialed Distinguished Mediator from the Texas Mediator Credentialing Association, and the CINERGY® certified advanced conflict coach and coach-mentor as recognized by the International Coach Federation (ICF).

Zena Zumeta, internationally known as both a mediator and trainer of mediators.  She is president of the  Mediation Training & Consultation Institute, Zena Zumeta Mediation Services, and The Collaborative Workplace in Ann Arbor, Michigan.  Zena is a lawyer and a former president of the Academy of Family Mediators.

"During the month of December, please enjoy these previously recorded shows...The Best of 2014. We will return live every Tuesday night beginning January 6, 2015. Enjoy the Holidays!"

Gratitude communication involves expressing appreciation or thanks to others. Hear powerful, real-life stories of individuals who shared moments of gratitude in their work lives. Take away tips to guide you in your own life, whether handling a difficult situation or simply savoring a situation that's already amazing.

Dr. Ross Brinkert is an associate professor of corporate communication at Penn State Abington. Ross recently completed a three-year research project on gratitude communication in the workplace and is currently writing a book titled The Gratitude Opportunity. Ross is a sought-after professional speaker with over 15 years of experience and is well-known for engaging participants with customized content, a lively style, and clear and practical takeaways.

Join us on November 25th at 8 pm Eastern as Katherine Josten, artist and founder of the Global Art Project for Peace discusses how local communities from across the globe actively join together to promote peace through art.  Hear how this work inspires personal and social evolution through creativity and learn how you can participate in this project with thousands of others to share your own artistic expression of friendship and peace to form a Global Community.

Katherine Josten is an artist, educator, speaker and Founder/Director of the Global Art Project for Peace, a multi-cultural celebration of peace and diversity that has involved 130,000 participants in 85 countries on seven continents. The mission of the Project is to joyously create a culture of peace through art. Nominated for a UNESCO-Madanjeet Singh Prize for the Promotion of Tolerance and Non-Violence, the Global Art Project for Peace gives people in local communities an opportunity to join together to form a cooperative Global Community.

Stephen Kotev is a Washington D.C. based conflict resolution consultant offering mediation, negotiation and facilitation services, conflict coaching, training and somatic education to private and government clients. He holds a Master of Science degree from George Mason University’s School for Conflict Analysis and Resolution and a black belt in the Japanese martial art of Aikido. Stephen is a nationally recognized expert on how to maintain your performance under pressure and the Chair of the Association for Conflict Resolution’s Taskforce on Safety in ADR.