Complaints Made Easy: Training The Trainers
Complaints Made Easy has transformed complaints training for both Local Authorities and Health Trusts across the country. For many, it has changed complaints training into a fun, interactive and effective training process with positive changes back in the work place. We created Complaints Made Easy, because we understand that people’s learning is enhanced when they are having fun.
It’s flexible
Complaints Made Easy has been designed so that you can get the maximum benefit from it. The benefits include:
• Being able to use it for an hour or a whole day
• Allows you to structure the training so that the issue/s you want to address always come up
• It can be used with anyone in the organisation, from senior management to front line staff
• Purchase Complaints Made Easy and use it in house for a small investment
Here’s how it works
Complaints Made Easy allows teams to determine the fate of the eight diverse characters that have made different complaints and require a satisfactory conclusion. With one unlucky throw of the dice, your team could land on a white square and get penalised for thoughtlessness or for a poor attitude towards the complaint. Conversely, landing on an orange square will bring a reward for correctly answering the question posed. Black squares allow the teams to interact with the facilitator, test their knowledge and learn more about the various aspects of the complaints procedure. The winners are those who resolve their character’s complaint at the local level. This is a bonus. The real winning is the abundance of learning in every square, question and exercise, that will help to alleviate the fear of complaints and support a fresh attitude towards complaints handling.
What are the options?
Complaints Made Easy is purchased on a licence basis. The training pack includes the board game, training manuals and a facilitator’s manual. The facilitators manuals has all the questions and answers, as well as a range of exercises. All trainers must be authorised users. There are regular Training the Trainers courses, which your trainers will attend. This course is designed to equip your trainers with all the information and strategies to deliver effectively whether in a team meeting or a full one day session.
What our clients say
"It really works!!" - Nicholas Foster, Complaints Manager - Hammersmith and Fulham
"... the feedback has been outstanding - I have lost count of how many Managers have made the point that it is the best training they have ever attended - amazing!! and already we are beginning to notice better attitudes and "thorough" stage 1 responses" Judith Kasolo, Complaints Manager - Leeds City Council
