Workplace Compliance
Workplace Compliance
Complaints Handling
Delivery:
Online/E-learning
Accreditation:
This course is CPD certified.
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About this course
This course is to develop your knowledge and understanding of how to handle complaints. You will also explore how complaints can be used to improve services.
The course begins by explaining what a complaint is and what it is not. You will learn how to deal with anonymous complaints.
In stage two, you will learn how to resolve complaints utilising a range of skills including building rapport, active listening and confirming understanding. Stage three will examine difficult behaviours including the attitude and behaviour of the complainant and unreasonable repeated complaints before exploring how to manage them by drawing on your assertiveness skills. The course ends with the identification of an individual’s right to complain and what they can do if a complaint to a service provider has not be resolved to their satisfaction.
Learning Outcomes
On completion of this course learners should know and understand the following:
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Define complaint.
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Know the difference between a complaint, first time service request and an appeal.
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Know how to respond to anonymous complaints.
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Know what the individual may want to resolve the complaint.
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Know how to build rapport.
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Know how to practice active listening.
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Know how to confirm understanding.
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Know what makes behaviour difficult to manage.
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Know how to manage difficult behaviour.
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Know a range of assertive techniques.
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Know where to seek help to respond to a complaint.
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Know the right an individual has to complain.
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Know the role of the local authority/Care Commissioner, Regulator and Ombudsman for responding to complaints.
Course Syllabus Includes
- What is a complaint?
- First time requests
- Appeals
- Anonymous complaints
- What an individual wants
- Resolving complaints
- Building rapport
- Barriers to building rapport
- Active listening
- Barriers to active listening
- Confirming understanding
- Difficult behaviour
- Managing difficult behaviour
- Assertiveness skills
- Rights to complain
- Role of the Ombudsman
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