Dealing Effectively with Complaints
Short course
Inhouse
Description
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Type
Short course
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Methodology
Inhouse
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Duration
1 Day
Staff working in support services are a committed bunch, who often work far and beyond the call of duty to support vulnerable people. Not surprising then, that they can find it very difficult when service users appear ungrateful or even critical of their efforts. At this training session, we will re-evaluate our thoughts about complaints, make. Suitable for: Managers and front line staff working with vulnerable adults or young peoplein any care or support setting
Reviews
Course programme
Course Contents
- Being a customer- what makes service good or bad?
- Establishing a customer focus
- The positive effects of complaints
- Supporting your clients to give you feedback
- Making it into a positive experienced for all concerned
- Managing the process
- Identify good/poor service, and analyse why
- Support service users to feed back
- Use complaints to improve services
Which organisations would benefit from this course?
- Staff working in services registered with the Commission for Social Care Inspection
- Staff working in services in receipt of Supporting People funding
Who should attend?
Managers and front line staff working with vulnerable adults or young peoplein any care or support setting Course Duration: one day
Delivery methods: presentation, group discussion, exercises
Trainer: Patricia Dearnaley
Dealing Effectively with Complaints