Overview
Complaints can arise at any time, and it is crucial that public sector workers are prepared to deal with them quickly and effectively to avoid escalations, increase trust and improve service. Being prepared to listen, respond, and learn from complaints, wherever and whenever they arise will help to ensure your organisation maintains a reputation of excellent duty of care.
The In-House training course, Successfully Resolving Verbal Complaints course will not only help you build communication and mediation skills but will also help you create a culture where complaints are seen as opportunities to improve your organisation. Through interactive workshops you will acquire the confidence to handle difficult and emotional conversations over the phone and face-to-face.
Learning Outcomes
- Understand the nature and importance of complaints in the public sector
- Develop the skills to quickly find satisfactory resolutions to a variety of grievances
- Recognise the importance of both verbal and non-verbal communication
- Use empathy and active listening to handle difficult conversations
- Create opportunities for positive change
