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Learning Objectives and Anticipated Outcomes
This is a powerfully practical training module that provides a mix of
theory and practical skills development through role plays and exercises.
Completion of this module will:
- Introduce participants to a structured approach
towards complaint handling, dispute resolution and risk management in
business.
- Develop participants' understanding of the nature
and cause of most grievances and complaints.
- Enhance personal communication and problem solving
skills.
- Provide participants with knowledge, tools and
techniques and training in the skills required to identify and handle
grievances and complaints more effectively.
Dispute Resolution concepts (theory)
- Definitions – problems, grievances, complaints, disputes and conflicts.
- What is dispute resolution? Overview of dispute resolution process
options and alternatives.
- Complaint handling statistics - the educated consumer.
- Benefits of early intervention - complaint handling as a “front line”
response.
- Underlying value systems: social/justice; rights/interests;
collaborative/ adversarial.
Risk Management in Business (theory)
- A professional indemnity and/or litigation crisis? What's going
on and what is our risk profile?
- Mechanisms for resolving disputes in your industry/profession:
- Private: Internal and assisted dispute resolution.
- Institutional: Commissions, Tribunals & Boards
(professional/legislative).
- Judicial: Litigation (common law/legislative).
Understanding Complaints (skills)
- Why do people complain?
- Typical types of complaint – content, nature and common behaviours.
- Dealing with complaints (fight or flight?): defusing -vs- escalating
responses.
- Preferred outcomes.
- Record keeping.
Complaint Handling - Communication Skills
- Personality types and cultural differences.
- Communication styles - including timing, use of silence and “manners”.
- Empathy, assertiveness and going beyond standard responses.
- Open questions and active listening - verbal judo!
- Body language.
- Power of apology (and the difference between apology and admitting
liability).
Complaint Handling - Problem Solving Skills
- Identify issues, needs and interests.
- Separate the people from the problem(s).
- Evaluate issues, needs and interests.
- Generate options that could solve the problem, ie: “yessable” propositions.
- Closure – agreed solutions.
Internal Complaint Handling Systems
- Why have an internal complaints handling system in your business?
- Features and benefits of best practice internal complaints handling
systems.
- Recommended (standard) systems.
- Data collection and confidentiality.
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