Course focus

Structures For Shared Services

Date:
26 April 2012
Venue:
Bevan Brittan LLP, London
CPD:
4.5

Training programmes

Dealing with Persistent Complainants

Alternative date:

8th December 2010 - Manchester

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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 the key difference between complainants and unreasonable persistent complainants and why they develop
  • 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
  • Understanding some of the warning signs of a potential persistent complainant
  • 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

" Excellent presentation and a very interesting insight on how to deal with persistent complainants. Thank you" - "Very interesting & well presented day. Good practical tips I can take back into the workplace - a really excellent trainer "

Peter Foster, West Lancashire District Council - Lorna Small, Suffolk County Council

Programme directory