Managing Concerns and Complaints

St Monica Trust - Learning and Skills Department

Short course

In Bristol

£ 60 + VAT

The best Leadership courses

See all

See all

Description

  • Duration

    1 Day

To describe the various aspects of an effective complaint handling process. To understand the points of view of the person raising the concern or complaint. To discover the most effective questioning and listening techniques. Managing concerns and complaints over the phone. To learn how to be assertive rather than agressive or defensive when people raise concerns. To understand how handling complaints can deliver benefits to the organisatin at large. Suitable for: Those staff who are required to deal with concerns and complaints as part of their work role.

Facilities

Location

Start date

Bristol (Avon)
See map
Cote Lane, Westbury-On-Trym, BS9 3UN

Start date

On request
Bristol (Avon)
See map
Cromwell Street, Bedminster, BS3 3NH

Start date

On request
Bristol (Avon)
See map
Cricket Lane, Westbury-On-Trym, BS10 6TU

Start date

On request

Questions & Answers

Add your question

Our advisors and other users will be able to reply to you

Who would you like to address this question to?

Fill in your details to get a reply

We will only publish your name and question

Reviews

Course programme

Learning outcomes and objectives

  • To describe the various aspects of an effective complaint handling process.
  • To understand the points of view of the person raising the concern or complaint.
  • To discover the most effective questioning and listening techniques.
  • Managing concerns and complaints over the phone.
  • To learn how to be assertive rather than agressive or defensive when people raise concerns.
  • To understand how handling complaints can deliver benefits to the organisation at large.

Our team leader training is accredited by the Institute of Leadership and Management (ILM), and is delivered with a total focus on the management of care services. It links with many aspects of the Registered Manager Award NVQ, by providing underpinning knowledge.

Full day courses usually run from 9.30 a.m. to 4.00 p.m.

Additional information

Payment options: £60 per person inclusive of lunch, refreshments, certificate of attendance and handouts. Payment can be made by monthly instalments for any invoice in excess of £350.

See related categories

Managing Concerns and Complaints

£ 60 + VAT

The best Leadership courses

See all

See all