Terms and Conditions

This document sets out the Terms and Conditions you need to be aware of when purchasing my services. Please take a moment to read it carefully as it sets out your rights and obligations. I care about making sure we both know where we stand.
When you use my services, you agree that you are over the age of 18 and willing to be bound by these Terms and Conditions. If family members under the age of 18 will be included, please read the Under 18 guidelines. If you don’t accept this agreement, you should notify me immediately so we can discuss your concerns.
In the case of mediation, you are asked if you wish to invite along a legal professional and to consult a legal professional prior to the mediation. This will be mentioned at the beginning of your mediation as a reminder. Any agreements will be scribed by me and sent via email to both parties.


This disclaimer relates to my services of Coaching, Mediation, Supported Conversations and Restorative Circles.


I offer experience in:

Conflict Resolution Coaching, Mediation, Restorative Circles and Supported Conversations as an Internationally Certified Trainer with the Center for Nonviolent Communication (also known as Compassionate Communication).
Mediation as an Accredited Mediator with Resolution Institute and under NMAS guidelines. (National Mediators Accredited System standards).
My responsibility to each client is to be present and provide services in a calm, judgement free space. My training and ongoing support from peers aids me to do this.


During a Mediation if things get heated, I am there to provide support, however, in the case of impending physical violence, emergency assistance will be contacted. In the years I have been consulting/mediating this is rare. Clients understand that the mediation and supported conversations are completely voluntary. If there is a need to “get some air” or have a break, please let the me know.

If you imagine that the person that you are having conversations/mediation with has previously demonstrated behavior you are uncomfortable being in the same room with, please let me know in advance and plan to arrive at the meeting separately and text me when you arrive. A neutral space with a separate waiting room can be organized with advance notice.


The focus of my work with you is to achieve specific personal results, and not be limited to desires or hold specific outcomes tightly, instead we are working towards understanding and connection where importance is placed on what is being heard and trying to capture the significance of what you want to say in terms of how you feel and what you are needing. Thus checking ‘message sent = message received’.
In mediation the Mediator will ask which items are to be discussed and which disagreements have occurred and you will get a chance to voice concerns and offer a constructive solution.
The Coach/Mediator will not advise either party, nor make decisions for either party nor impose solution.
How much progress we make will depend on sufficient exchange and understanding, with this, the way forward often naturally becomes clearer and fresh solutions are more easily found.

Your Responsibilities

In these kinds of discussions emotions can run high you may find yourself triggered or irritated. In these cases check your emotional regulation with
Body. Breath. Need.
1. Check your body for tightness or ill feelings
2. Check your breath, take a deep breath x 3 and visualize these areas of tightness e.g neck
3. Ask yourself “What need is important to me right now?”

Mediation is voluntary, we meet with the intention of reaching a mutually satisfactory agreement on the issues in dispute.

Any party may terminate the mediation process at any time but will not do so without first discussing their decision with the Mediator.

The Mediator may terminate the mediation process if, after discussion with both parties, the Mediator determines that continuing further will not assist the parties to settle their dispute.

Limitation of Liability

You agree to indemnify Glyn Conlon/Keystone Skills and hold me/us blameless for any injury or illness that you might suffer or any damage or loss that might occur while we are working together. If you have any doubts at all about any issue that might arise, you agree that you will conduct your own research and make your own fully informed decision about what is best for you.
In no event shall I / Keystone Skills be liable to you for costs, loss or damage of any kind arising out of or related to this Agreement or the services provided in relation to it. If this clause is unenforceable for any reason, my/Keystone Skills total cumulative liability for all causes of action of any kind shall not exceed the total amount you have paid me/Keystone Skills for my/Keystone Skills services.

Intellectual Property

The materials and resources that I provide to you are protected by copyright. They are for your personal use only and may not be copied or shared in any way without my written consent.


This coaching relationship, as well as all information (documented or verbal) that the Client/Participant shares with the Coach/Mediator as part of this relationship, is kept confidential either by password protected documents stored in a laptop or a lockable filing system. This information is never discussed with a third party unless peer support is needed and this is done with false identities to protect the client.

Please be aware that the Coach-Client relationship is not considered a legally confidential relationship (like the medical and legal professions) and thus communications are not subject to the protection of any legally recognized privilege. The Coach agrees not to disclose any information pertaining to the Client without the Client’s written consent, unless in peer support. The Coach will not disclose the Client’s name as a reference without the Client’s consent. As far as the law allows.

The Coach/Mediator will be collecting information about you by taking notes throughout our time together and through you filling out a form at the beginning of the coaching/mediation/supported conversations and during any recordings when we meet on zoom.
Some things will include, but may not be limited to health, physical and mental well-being and any learning difficulties you might have. In the course of consultation or mediation and supported conversations notes may be taken about your business and finances, personal relationships, property and families.
These are all things that contribute to stress in our lives and are often discussed with parties you may now be in conflict with.
Please advise me if any particular information should not be discussed and we will make a decision together as to whether we can proceed and still keep those pieces out of the discussion/mediation.
Your personal information will be stored securely and kept completely confidential. It will not be shared with anyone unless peer support and as far as the law allows. Your information is never used for marketing unless I share a testimonial. You have the choice of a nom de plume.
Zoom is an online platform where we can see and hear each other and the calls can be recorded, the recording may be shared with the client/participant and the recordings will be deleted from the Coach/Mediators records within 3 months.

Payment Terms

An invoice will be sent to your email address and payment is requested 7-14 days prior to the first appointment. As the person engaging my services you will be sent the invoice. In the case of mediation, the person making the booking will be invoiced.
I accept credit card, Paypal (Paypal for overseas clients only) and direct deposit into bank account online.

Payment plans can attract a slight increase of 10-20%. Please check at the time of booking. From time to time special rates are offered.

All invoices will be in Australian Dollars. Prices are exclusive of GST.

We accept online payments via internet banking and credit card via Billpower. Keystone Skills do not store any credit card details.
Keystone Skills stores your Name address phone number and email address and information in the “Getting to know you” form and notes taken during services.

Delivery of Services

After your initial intake session we likely schedule follow on sessions of a mutually agreed duration and at mutually agreed costs and times.
Services are delivered face to face or online via Zoom. Zoom is an online platform where we can see and hear each other and the calls can be recorded. You will be given clear instructions on how to download this platform at no cost to the client. For information on this platform please go to https://zoom.us/.
I will call you or if we are connecting via zoom, we both dial into the Zoom Room 5 minutes prior to the scheduled call.
Arriving late and missing a session-If you cannot make the agreed time please notify me at least 48 hours prior to the call/meeting. If it’s an emergency please notify me as soon as you can by phone or ask someone else to if you cannot speak or make calls because of a medical emergency.
If you arrive late for a session, we may only be able to meet for the remainder of our scheduled time.  Sometimes we will meet more or less than once per week if that is consistent with a plan we both agree to.
In agreeing to see you, I am reserving a block/blocks of time for your scheduled appointments. These become times which I cannot make available for any other person without sufficient notice. Of course, I do understand that emergencies can arise and I will try to accommodate in the following way:
a. if you give 48 hours’ notice of your intention to not use your appointed time, I will not charge you.
b. If you fail to give 48 hours’ notice, I reserve the right to charge you for the lost time at the usual fees.
If I have a problem or emergency and can’t make the appointment, I will call you or in the case of emergency I will make every attempt to ask someone else to reach you as soon as possible and another appointment will be rescheduled within 7 days. In the case of an emergency other possibilities will be discussed.

I am looking forward to working with you.
Warm wishes, Glyn
Please now read the last section of the agreement.

Coaching/Mediation/Supported Conversation/Restorative Circles

Please make sure this service is right for you before you book because I don’t give a refund for change of mind unless you want to cancel and would not like to rebook or go ahead at any time, you are able to do so within 2 hours of payment and receive a full refund, unless the service has already been delivered.

If you have major concerns about the services I have delivered, please contact me and we can discuss your concerns.

Consumer Guarantees


If I am ill and cannot attend our meeting, I will reschedule within 7 days. In the event that the illness is more serious or long-term illness, rescheduling will be discussed and the option to cancel without penalty and a complete refund will be offered.
If you are ill and cannot attend our meeting please give 48 hours notice and another meeting will be rescheduled within 7 days.

If there is a major problem like a medical emergency and appointments cannot be attended, please discuss the emergency with me and we can decide how to proceed and whether proceeding at a later time will serve us.
If you have an issue with the way the service had been delivered please contact me within 48 hours so we can discuss your concerns.

Your participation in the mediation is entirely voluntary. This means that any party may terminate the mediation at any time. We do ask that you request a private session with your mediator before doing so, as we may be able to address your concerns sufficiently to allow the process to continue. Your mediator may also terminate the proceedings at any time if your mediator forms a professional opinion that

• one of the parties is unable to adequately express their point of view; or
• persisting with the process is unlikely to assist the parties in resolving their dispute.

Jurisdiction & Dispute Resolution

Keystone Skills is located in NSW and is covered by the governing law in NSW.

If you have any issue or complaint arising out of your use of my services or this Client Agreement, we agree to make a genuine effort to resolve the dispute through negotiation and discussion. Please contact me within 48 hours of receiving the agreement or using my services.

If we are unable to resolve a dispute by negotiation and discussion within 14 days, the parties must proceed to mediation with the assistance of an accredited mediator who is independent of the parties. The mediator is to be appointed by agreement of the parties or, failing agreement within twenty-one (21) days of the first notification of the dispute, by a person appointed by the Chair of Resolution Institute, (ACN 008 651 232, Level 2, 13-15 Bridge Street, Sydney NSW 2000; telephone: 02 9251 3366, email: infoaus@resolution.institute ) or the Chair’s designated representative. The Resolution Institute Mediation Rules shall apply to the mediation. We agree to share the costs of mediation equally between us.
The client and coach agree to attempt mediation prior to taking any other dispute resolution process and should mediation be unsuccessful, discuss what further actions are being considered.

How to make difficult conversations painless and productive.



Is it becoming difficult to talk to your boss, partner or family member?


I have seen otherwise savvy, intelligent professionals self-destruct because of the dismissive way their manager or family member have treated them.


If not speaking up, talking louder or talking over someone to get your point across has started to become your go to method of conflict resolution, please put your details in the space below where I will give you 3 things you can do instead. 


ACCESS THE GUIDE HERE: https://www.keystoneskills.com.au/wp-content/uploads/2021/06/How-to-make-difficult-conversations-productive-and-painless-_-1.pdf