Course Outline:
A one day complaints handling training course that will provide delegates with the knowledge and skills to be able to question to best practice standards those involved in the complaints process.
Personnel tasked with conducting a complaints investigation will often need to question a variety of people, including the complainant, a range of witnesses and those who are subject to the complaint. These interviews will either be conducted face to face or over the telephone.
Asking the right questions is crucial in ensuring such interviews are useful to the investigative process and are conducted fairly.
During this one-day complaints handling training course, delegates will learn how to identify the issues around the complaint and effectively plan and structure appropriate interviews.
They will consider a range of questioning techniques available to them. Delegates will also learn how to appropriately and sensitively handle witnesses who maybe angry, upset and confused.
Key Learning Outcomes:
- Plan and prepare a fact finding interview both face to face and over the telephone
- Be able to use different questioning techniques to establish the facts and to obtain all the available evidence
- Structure interviews by applying the PEACE (planning, preparation, engage and explain, account, closure and evaluation) model and consider other interviewing mode
- Manage challenging behaviours
Course Details:
- Duration: 1 day
- Public course format and fee: Virtual | £295 + VAT
- In-house course format and fee: Virtual or face-to-face | Call for details
- Qualification: This course can count towards the nationally recognised qualification in Complaints Handling and Investigations. Contact us for further details.
Book below if you want to attend a public course. Please call 020 7549 2549 or email info@bondsolon.com to discuss or book an in-house course.