This course brings a fresh perspective, greater understanding, empathy and insight into complaints handling. The course will ensure that participants fully understand the organisation’s complaints procedure. Equally important the course gets participants to really understand the experience of service users/patients, complainants and staff in the process. The course is designed to focus on key principles which remove the bureaucracy and replace it with a people focused approach.

By the end of the course participants will:

• Understand how the complaints procedure works

• Understand the difference between grumbles, complaints and allegations

• Have clarity on what stakeholders want from the process

• Shift the emphasis from responding to resolving complaints

• Develop strategies that simplify how to handle complaints

• Understand how to learn from complaints

This is a one day course and thousands of staff and managers have already benefited from participating.

"This was a brilliant course put over very well by the facilitator. The discussions and questions and answers were very good. The course has given me more time to think about the way I see myself how to think and listen before dealing with issues."

Sandra Harper, Birmingham City Council

Availability: In house only - contact us for details.