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We know verbal complaints can be daunting to handle, but it’s crucial you are prepared to effectively deal with them quickly and effectively to avoid escalations, increase trust and improve service in the long-term.

Our Successfully Resolving Verbal Complaints training course gives you techniques to define and identify complaints; handle complex and high-risk grievances and manage difficult conversations with complainants, through active listening and body language techniques.

Through expert-led interactive workshops, acquire the confidence to handle difficult and emotional conversations, over the phone or face-to-face. Leave the day with stronger communication skills that will help you handle complaints with ease.

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 virtually deliver this course.

trainer photo
Stuart Riddington

Stuart is a business development and strategy expert, who is passionate about developing leaders and helping organisations move forward. He works with the private sector, third sector and public sector in a wide range of training and consultancy projects to develop income generation; leadership development and strategic positioning.

He has worked with NHS Trusts, government departments, local authorities, international, national and local charities, SME’s and Fortune 500 companies. Stuart has worked extensively with organisations internationally including the USA, Hong Kong, Tanzania, China, Mexico, El Salvador and Thailand. His creative approach to developing strategy and leaders means he ...

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Learning Outcomes

  • Create opportunities for positive change out of negative feedback
  • Understand the nature and importance of complaints in the public sector
  • Develop the skills to quickly find satisfactory resolutions to a variety of grievances
  • Utilise active listening and body language techniques to handle difficult conversations
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]


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09:25 - 09:30


09:30 - 10:00

Trainer's Welcome and Clarification of Learning Objectives

10:00 - 10:30

Understanding Verbal Complaints in the Public Sector

  • Learn how to define and identify complaints
  • Better understand the public perception of complaint handling in the public sector
10:30 - 10:45


10:45 - 12:30

Workshop: Verbal Complaints Best Practice

  • Gain techniques to handle complex and high-risk complaints
  • Develop more effective follow-up procedures
  • Learn how to find the appropriate resolution
  • Discover methods to gather the most relevant information
12:30 - 13:30


13:30 - 14:45

Workshop: Handling Difficult Complainants

  • Develop active listening and body language techniques
  • Learn when and not to apologise
  • Discover ways to better demonstrate empathy
  • Learn how to remain calm, composed and concise
  • Understand the importance of tone in all communication
  • Role play – practice handling different types of complainants
14:45 - 15:00


15:00 - 16:00

Workshop: Complaints as an Opportunity

  • Develop the necessary skills to reduce the cause for complaints
  • Understand the benefits of keeping detailed records of complaints
  • Learn how to use complaints to improve your organisation’s services
16:00 - 16:15

Round Up and Key Takeaways