COURSES > SERVICE IMPROVEMENT

Effective Written Responses to Complaints in Education

Improve Your Written Responses to Complaints

Chaired by
Sue Calthorpe

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Overview

It’s crucial that schools, colleges and universities have the tools they need to handle complaints and maintain a positive reputation.

If you want to deliver exceptional customer service, it all starts with knowing how to communicate effectively and handle complaints in the best way possible.

Join our Effective Written Responses to Complaints in Education course, led by Communications Specialist Sue Calthorpe, to learn how to write more credible, succinct and easily understandable responses to any complaints.

Through expert advice, practical case studies and hands-on exercises, develop the skills to craft effective written responses that have a lasting, positive impact.

Leave the day with a clear strategy and practical toolkit to tackle even the toughest complaints with ease.


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.

Sue Calthorpe


Learning Outcomes

  • Effectively assess and plan your reply

  • Create credible correspondence moving forward

  • Learn how to respond to a complaint from best practice examples

  • Understand what is working and what needs improvement in complaints letter writing







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
InHouse@moderngov.com

Agenda

09:25 - 09:30 Registration

09:30 - 10:00 Trainer’s Welcome and Clarification of Learning Objectives

10:00 - 10:45 Complaints in Education: What is Working and What Needs to Improve

  • Gain an 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 and receive expert advice regarding style, tone, vocabulary, presentation of facts and evidence

11:30 - 11:45 Morning Break

11:45 - 12:45 Assessing and Planning Your Reply

  • Develop planning tools to create a suitable reply

  • Identify ‘trigger’ points from correspondence to provide better responses

  • Understand how correspondents want their complaint handled and what they expect from the reply

12:45 - 13:45 Lunch

13:45 - 14:30 Summarising Detail

  • Ensure that your response is delivered efficiently

  • Introduce a six-part grid to help with this process

  • Learn how to summarise complex information into language and structure that can easily be understood

14:30 - 16:00 Creating Credible Correspondence

Create and give feedback on a range of letters to review and refresh personal skills

  • Develop your own best practice

  • Identify areas for improvement

  • Utilise skills developed throughout the day to create letters

16:00 - 16:15 Feedback, Evaluation and Close

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