Herts for Learning Online
:: Staying sane when people complain ::
Outline
This course will enable delegates to feel more confident in dealing with complaints and the situations that have contributed to them. In the current climate of cutbacks, rising unemployment, less disposable income and general uncertainty, it is highly likely that the number of complaints usually handled in an "average" week, may well rise in the near future. Staff working in schools are some of the most easily "accessible" professionals for people to vent their frustrations on, and there appear to be few sanctions of any weight that are triggered when "complaining" behaviour is over the top or aggressive. Staff may well feel an intense sense of isolation and take complaints too personally. This course is designed to help delegates gain some perspective on these issues and to be prepared to respond decisively and effectively.
Prerequisites
Delegates will need to complete a pre-course task, this will be emailed on booking.
Outcomes:
By attending the course, participants will:
  • consider the range of issues about which people may complain and the manners in which these complaints are raised
  • discuss the fundamental dilemma faced by heads and senior leaders - between taking parental complaints seriously and being seen to support staff
  • reflect on the insights into inappropriate behaviour and useful responses that may be gained from behavioural theory
  • devise strategies for dealing with a range of common complaints
Suitable for:
  • Admin Staff
  • Administrative Staff
  • all Leaders
  • Business Managers
  • Governors
  • New/Aspiring Middle Leaders
  • Office Managers
  • Personnel Officers/Assistants
  • Support Staff
Price £152 (£173)
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