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 two-hour Masterclass is here to help you write more efficient, empathic responses that show the reader they’ve been understood and heard.

Following this training, we’re offering the chance for you to receive detailed, objective feedback on your writing from Sue Calthorpe, our written skills trainer, who gave a TEDx talk on ‘How to Be Heard, Not Herd’ in December 2019.

Learning Outcomes

  • 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.
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]