Training > Management Training

Leading your staff in dealing with complaints

This course looks at the role that senior managers can play in making frontline services more effective at dealing with service user complaints. It looks at how this effectiveness can be reflected in dealing with staff complaints.

Duration: One or half day

Areas covered:

  • Role of senior management within complaints procedure
  • Do your staff see complaints as a positive tool to improve service delivery – is this reflected in the organisational culture?
  • Ensuring staff and the organisation learns from complaints to improve service delivery.
  • Presenting the complaints procedure to staff as a genuine opportunity for interaction between service users and the organisation.

(This is to give you an idea, however all courses can be tailored to your specific needs)

Additional Notes: This is an ideal course to help you deal with complaints more effectively and openly.

Relevant Courses:

  • Instigating and implementing change
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