Limited Spaces Available

Overview

While you’re working hard to provide the best possible service in the worst possible circumstances, sadly not everyone will have subscribed to the #BeKind movement.

We really hope the number of compliments you receive has gone up. We’re sure the number of complaints you will receive will too.

This virtual  Effective Responses to Complaints in the Public Sector training course has been specifically designed for the public sector to help write more efficient, empathic responses that show the reader they’ve been understood and heard.

Attend this course to gain best practice from real-life complaint examples, improve how you assess and plan your response, learn how to summarise complex and sensitive information, and create more compelling responses to complaints.

Course materials and resources will be shared instantly to aid your learning during the day.

You’ll hear best practices from other organisations and:

  • Review real life examples of complaint responses
  • Find out how you can effectively assess and plan your reply
  • Think about the balance between stock replies and personal responses and what works well on different occasions
  • Use checklists to assess your own response
  • Use the four-bar grid to find the complainant’s ‘trigger point’ to help you produce better, more accurate answers.

Please note we will use Zoom to virtually deliver this course.

trainer photo
Sue Calthorpe
Media & Communications Specialist

Susan works with organisations and individuals to improve their written communications skills.

She worked as a regional and national newspaper journalist before setting up a full-service communications company, now established for 30 years.

She works with public and private sector organisations to help with:

  • Effective emails
  • Report writing
  • Briefings and submissions
  • Persuasive and influential writing techniques
  • Promotional writing
  • Effective complaint handling
  • Communicating complex information for non-technical readers.

Her recent clients include Legal & General, HSBC, BRIT, the Law ...

Read more

Learning Outcomes

  • Appraise the complaints letter writing process in your own organisation
  • Review successful examples of complaint responses
  • Find out how you can effectively assess and plan your reply
  • Discover how to better collaborate with colleagues to develop responses
  • Utilise the gained skills to create your own roadmap and best practice moving forward
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]

Agenda

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09:25 - 09:30

Registration

09:30 - 09:45

Ice Breaker and Clarification of Learning Objectives

  • The Chair will discuss delegate experiences to identify personal objectives for the day and tailor the course to specific requirements
  • Breakout rooms will be used for delegates to introduce each other
09:45 - 10:45

Complaints in the Public Sector: What is Working and What Needs Improving?

  • Gain an overview of trends and insight into the most common complaints for public sector organisations
  • Understand the effects that complaints have on both staff and the people who depend on the level of service they provide
10:45 - 11:30

Analysing Examples of the Good, the Bad and the Ugly Practice

  • Assess a range of real-life correspondence
  • Identify best practice regarding style, tone, vocabulary, presentation of facts and evidence, and receive expert comment
11:30 - 11:45

Morning Break

11:45 - 12:45

Assessing and Planning Your Reply

  • Understand how correspondents want their complaint handled and what they expect from the reply
  • Identifying ‘trigger’ points within a complaint
  • Develop planning tools to create a suitable reply
12:45 - 13:30

Lunch

13:30 - 13:45

Reflection Session

  • Trainer will review the day’s learning and the next stages of the course
  • Delegates will have time to ask questions and share views with one another
13:45 - 14:30

Summarising Complex Information

  • How to summarise complex information into language and a structure that can be easily understood
  • Ensure that your response is delivered efficiently
  • Introduce a six part grid to help with this process
14:30 - 16:00

Creating Compelling Correspondence

In this practical session, delegates will have the opportunity to create their own best practise with the aid of the trainer

  • Utilise skills developed throughout the day to create letters
  • Develop your own best practice
  • Identify areas for improvement
16:00 - 16:15

Round Up and Key Takeaways

Pricing

Central Government & Agencies - Virtual

Delegate Price
£345 + VAT

Local Government, Housing, Education & Health - Virtual

Delegate Price
£345 + VAT

Charity - Virtual

Delegate Price
£345 + VAT

Private Sector - Virtual

Delegate Price
£445 + VAT

Testimonials

“This is honestly the best one-day course I have ever attended – Susan’s knowledge and know how are astounding.”
Developing Effective Written Responses to Complaints in HealthcareHead of Nursing, BCUHB
“A really good course which provided a number of light bulb moments regarding my own practice and practice I approve.”
Developing Effective Written Responses to Complaints in HealthcareMatron, 5 Boroughs Partnership NHS Trust
“Brilliant course. Every manager involved in responding to complaints should attend.”
Effective Responses to Complaints in the Public Sector Consultant in A&E, Lewisham & Greenwich NHS Trust
“This is honestly the best one-day course I have ever attended – Susan’s knowledge and know how are astounding.”
Effective Responses to Complaints in the Public Sector Head of Nursing, BCUHB
“Sue was so knowledgeable, engaging + excellent. Very useful examples + great examples used”
Effective Written Responses to Complaints in Education Appeals & Complaints Officer, Goldsmith University