Course focus
Housing & Environmental Investigations
- Date:
- 12 December 2008
- Venue:
- ETC Venues, London
- CPD:
- 4.5
Training programmes
Dealing With Persistent Complaints
Date:10 September 2008Time:10:00 -16:00Venue:ETC Venues, LondonAddress:Avonmouth House, 6 Avonmouth Street, London, SE1 6NZSpeakers:Martin Smith,ITC Consultancy, specialises in communication,
interpersonal skills and conflict management training.
He is also a psychotherapist.Cost:£215.00 ex VAT View map and directions to venue CPD:
4.5
In this world of ever increasing demands and targets coupled with an ever decreasing level of staff, complaints from the public are going to increase and at times develop persistent complainants who can, if allowed simply clog up an already over stretched system or service. In this workshop develop your understanding of this ever growing problem and look at ways to effectively handle persistent complainants.
KEY SUBJECT AREAS:
- Understanding core human needs and how they link to the development of persistent complainants when unmet
- Understanding key aspects of long term complaints and how to draw positives from past negative actions
- Profiling the persistent complainant, developing strategies to deal with them effectively at an organisational and interpersonal level
- Key points to consider when taking over a persistent complainant, developing rapport
- Developing our understanding of perception, how we all see the same things very differently
- Being a skilled negotiator the key steps
- The need for assertion and how we can develop assertive skills in us
Programme directory
- Advocacy
- ASB
- Committees
- Data Protection.Freedom of Information
- Education and Children's Services
- Employment
- Environmental
- Gambling
- Head of Legal
- Highways and Rights of Way
- Housing
- Immigration Law
- Licensing
- Litigation
- Local Government
- Management
- Members Governance
- Partnering / Procurement
- Planning
- Property
- Prosecution
- Social Services
- Trading Standards