Concerns and Complaints Handling

Are your staff trained in Standard 16 of the Minimum Standards?

Are staff equipped to deal with concerns and complaints?

People 1st would like to invite a representative from your setting to a workshop on this topic.

This workshop is relevant to all settings under Social Services remit.  For those inspected by the Dept. of Education, the workshop will include focus on the new role of the Public Service Ombudsman and the new 2 stage complaints procedure that the Education Authority requires schools to adopt.

Workshop Content:

By the end of this short workshop, participants will:

  •          Recognise the skills and qualities needed to handle a complaint
  •          Appreciate how to build and engage with parents/stakeholders/customers and build positive rapport
  •          Maintaining control of the conversation while showing empathy
  •          Establish the customers’ needs through positive questioning and listening
  •          Use emotional intelligence to defuse customers’ emotional responses
  •          Follow the steps required to resolve workplace customer complaints

For further information or to book a place on this programme, simply email or telephone 028 90669669

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