Our complaint-handling course focuses on dealing with the difficult situations that can arise for delegates when dealing with the public or colleagues. Please note it does not provide physical training or advice for dealing with violent and aggressive people.

Course Content

• What is a complaint?
• Sharing experiences of difficult situations
• The impact on the reputation, morale and health of the organisation
• Assertiveness- the skills required to deal with difficult situations

By the end of the course delegates will have a clear appreciation of how and why complaints arise. They will also be aware of the skills required to deal successfully with the problems.