Overview

Schools, colleges, and universities are facing increased scrutiny to excel at customer service and handle complaints effectively. Additionally, the coronavirus pandemic has affected schools’ usual processes and timescales for complaints.

To ensure your organisation can effectively handle complaints from the first response, staff must understand how to efficiently communicate and write credible, succinct, and comprehensible responses to complaints.

On this virtual Effective Written Responses to Complaints in Education course, led by communications specialist, Sue Calthorpe, you will acquire the techniques to deliver effective written responses to complaints, through a combination of expert tutor input, practical case studies, and supported exercises.

Leave the day with practical written techniques and a clear plan in mind when replying to complaints.

Unlocking the Power of Virtual

Our virtual courses have been designed with you in mind. From group exercises in breakout rooms to live chat, whiteboards and interactive polls, we use a range of tools and techniques to ensure that you can connect with your trainer; network and share best practice with your peers and leave the day with the skills you need.

Our courses provide you with an interactive and engaging learning environment that can be accessed from any location, helping you to continue to connect, learn and grow. Click here to discover more!

Please note we will use Zoom to deliver this course.

What previous delegates said:

“Highly recommend that all who work within complaints – take the opportunity to attend” – Director of Student Admin Services, St Patrick’s College

“Sue was so knowledgeable, engaging + excellent. Very useful examples + great examples used” – Appeals + Complaint Officer, Goldsmith University

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

  • Understand what is working and what needs improvement in complaints letter writing
  • Learn from best practice how to respond to a complaint
  • Effectively assess and plan your reply
  • Develop practical written techniques to elicit information from colleagues
  • Create credible correspondence 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

Collapse all
09:25 - 09:30

Registration

09:30 - 10:00

Ice Breaker and Clarification of Learning Objectives

10:00 - 10:45

Complaints in Education: What is Working and What Needs to Improve

  • Overview of trends and insight into the most common complaints in education
  • Understand the effect complaints have on both staff and the people who depend on the service they provide
10:45 - 11:30

Best and Bad 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
  • Develop planning tools to create a suitable reply
  • Identify ‘trigger’ points from correspondence to provide better responses
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 Detail

  • 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 Credible Correspondence

In this practical session, delegates will create and give feedback on a range of letters to review and refresh personal skills

  • 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

“Highly recommend that all who work within complaints – take the opportunity to attend”
Effective Written Responses to Complaints in Education Director of Student Admin Services, St Patrick’s College
“Sue was so knowledgeable, engaging + excellent. Very useful examples + great examples used”
Effective Written Responses to Complaints in Education Appeals & Complaints Officer, Goldsmith University