Chat about issues and get some direction

Kāpehu is a good place to start. We arrange a one-on-one session with a practitioner experienced in conflict resolution. It’s a safe space for you to talk about work, create a plan and get guidance.

Navigate issues and concerns with Kāpehu

  • We have all experienced anxiety, awkwardness or conflict at work in some form. It can leave you feeling drained, discouraged and uncertain about what to do next or where to turn. Kāpehu is a coaching service for navigating issues at work that's focused on solutions.

    Through Speak Safe @ Fair Way any volunteer, employee, manager, or contractor at Fire and Emergency can contact us for support and arrange a Kāpehu session.

    Kāpehu is a phone-based coaching service, but it’s also more than that. It’s an off-the-record conversation. It’s a non-judgemental safe space for you to discuss what’s happening to you and figure out what you want to do about it. It’s about coming in with a problem and leaving with a plan.

    The difference with Kāpehu is that it’s entirely confidential and impartial, as the service is delivered by Fair Way, who sit outside of Fire and Emergency. Information won’t be shared with Fire and Emergency without your permission.

  • Conversations are confidential

    We don't share or report on any personal or identifying details about Kāpehu service users.

How it works

  • Get in touch

    You can get in touch by phone, email or online.

    Get in touch Process
  • Arrange

    We’ll be in touch to arrange a time that suits for your Kāpehu session. We’ll also talk with you about service and answer any questions you have.

    Book appointment
  • Visit

    Fair Way’s Kāpehu practitioner listens, explores the issue with you and helps you put a plan into place. They can discuss tools and techniques to assist you with your next steps.

    Chat with us
  • Optional

    If you would like to have a follow up Kāpehu session, simply let us know.


What to expect

  • You can access the service by either phoning our team or completing a webform. When you contact us, we’ll arrange for a Kāpehu coach to call you at a convenient time.

    Your initial conversation with your Kāpehu coach will help you clarify any issues or concerns you have at work, understand what’s happening for you, reflect on how you’re feeling and decide what you want to do about it. You can do this multiple times if necessary and there’s no cost to you.

    This confidential service supports and guides you, helping you to determine your next steps and connecting you with other types of support such as peer support networks, People Advisory within Fire and Emergency, and EAP.

  • You can use Kāpehu on its own to navigate an issue, you can use it as a first step before progressing to raise a complaint, or you can use it in addition to another pathway. It’s available anytime you would like to access it.   

About Kāpehu

  • Who can access this service?

    Kāpehu is part of the Speak Safe @ Fair Way service which is open to all Fire and Emergency personnel, including volunteers. It’s available nationwide by phone so we can help wherever you are.

    Anyone experiencing a challenge can benefit from a conversation with Kāpehu — from any level or team of Fire and Emergency, including people leaders and managers of all tiers.

  • When can it be used?

    The service can be used to prepare for a particular situation, it can help you find your way through any differences you may have with your colleagues, and it can help you capture any learning and reflect on what’s happened.

    In this sense, it really does help you navigate your work issues and concerns, from the beginning of the journey to the end. It is never too early or too late to reach out to Kāpehu.

    If your situation is ongoing, you can access the service as many times as necessary for support over a period of time. This includes if you’re involved in a formal process.

  • What’s the benefit of accessing the service?

    Talking about what’s important to you, and deciding what you want to do about it, can help you take next steps, be generous in the conversation and deal with any differences before they erode trust.

    Accessing the service helps to build capability before, during and even after differences of opinion have occurred. It is about being empowered to preserve work relationships in the face of disputes, so you can just work on the solution.

    It helps you take workplace issues and conflict and turn them into productive conversations. You can access the support to help you think about these awkward situations as a gift and an opportunity for growth, rather than something you need to run away from. It gives you a private and confidential space to explore while you’re guided by your Kāpehu coach.

  • What are the principles that underpin Kāpehu?

    There are four key principles, and they’re all important.

    • Confidentiality - Everything shared is kept confidential between you and your Kāpehu coach.
    • Independence - This service is run by Fair Way and is not part of Fire and Emergency.
    • Impartiality - Your Kāpehu coach won’t make decisions about who’s right and wrong but is focused on solutions.
    • Informality - You can reach out to your Kāpehu coach for a casual conversation or an informal chat.


  • Why would I access this service?

    Let’s say a situation at work is causing you to feel stressed and anxious, you may decide to talk to your Kāpehu coach. This could be caused by a variety of things, such as a clash with a team member because you have different working styles, or because you feel they’re belittling you.

    As a result, you may want to take action. You may want to talk to an expert about strategies you could put in place to defuse tension and restore the relationship, or you may want to talk about exploring other options.

  • What can I expect as a result of calling this service? What’s a typical outcome?

    The outcome of the call very much depends on the circumstances of the situation, however, our experience with previous callers shows that typical outcomes often include one of the following:

    • Remembering – Exploring how you got to this situation and looking at the pathways to reconsider a decision.
    • Applying - Implementing a conflict resolution strategy or preparing for what may come.
    • Evaluating - Weighing up the options that may resolve a situation.
    • Understanding – Your Kāpehu coach may explain how particular processes work and help you look for a different perspective.
    • Analysing - Examining your own role within a particular issue or dispute.
    • Creating - Constructing a strategy for avoiding future issues.
  • What are some examples?

    For example, you may have been unsuccessful in applying for a new role, feeling upset, overlooked, and demotivated. You may want to talk to a conflict coach about these emotions. In this instance the outcome may include recognising the pathways so you can consider what’s happened - could you have prepared differently or could you ask for feedback on the interview. You may also analyse your role within the conflict or come to a decision that you need to do further training or look for a role externally. A benefit for you would include that you can focus on the future, rather than replaying the interview in your head.

    Another example might be after an internal promotion, you may find you’re struggling to get your peers to respect you in your new role. This may cause anxiety and stress because everyone involved is working out new boundaries. During a call we can help you understand what that change means for you, your own boundaries and how you can communicate with your team members to prevent conflict, as well as to find ways to listen to the needs of your peers and to build a united team.

    Or if, as a team leader, you’re preparing for a difficult conversation and you know a member of your team may have a strong emotional reaction to some feedback you’re going to give them, you can use Kāpehu to ensure you’re prepared for the conversation. Practicing and role-playing the conversation with your coach, thinking about what you’ll say and how you want to say it, may be the difference between gaining or losing trust with your team member.

Get in touch Process

How to get started

Get in touch by freephone, email or online and we’ll guide you through the process.