Mediating Complaints - in-house course

The early recognition and resolution of complaints whether they are from customers, students, patients or between staff is one of the cornerstones of effective customer relations, leadership, employee relations and human resources management. Complaints are inevitable and this course helps organisations turn a potentially difficult situation into a positive experience for the complainant and the organisation.
 
This one day course presents participants with the skills that they need to understand how and why complaints occur and how to respond when they do. Our highly experienced trainers help participants to become effective complaints resolvers. We provide the skills and strategies that delegates need to nip issues in the bud - before they escalate out of control.

Recognising the warning signs of a complaint and understand how to react in a measured, appropriate and professional manner.
Understand how to use the FAIR model to manage difficult conversations with complainants.
Be able to react calmly and neutrally during a difficult conversation.
Use a range of active listening and reframing skills to move the negative situation forward.
Understand how to create and manage boundaries and set clear goals.

Module 1- Setting the Scene
Module 2- The Context of Complaints
Module 3- Managing a Complaint
Module 4- Introducing TCM's FAIR Complaints Resolution Model
Module 5- Facilitate
Module 6- Appreciate
Module 7- Innovate
Module 8- Resolve
Module 9- Wrap up and Closing

We recommend that all front line staff, Trade Union representatives and HR professionals within an organisation become effective complaints resolvers and we offer significant discounts to organisations who wish to provide training to a large number of employees.

In-house only call 0800 294 97 87. 

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