Dealing Effectively with Complaints

Short course

Inhouse

Price on request

Description

  • Type

    Short course

  • Methodology

    Inhouse

  • 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

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Course programme

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 our approach more responsive and plan to can use complaints to the advantage of staff and service users.


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
At the end of the course, staff should be able to:
  • 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

Price on request