Questioning and Communication Techniques

Public course: £265 + VAT
In-house course: call for details
Qualification: Can count towards the Professional Award in Complaints Handling and Investigations (BTEC Level 5) - please call for details
Duration: 1 day

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.

What will you learn?

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 Points

  • 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
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Need some help? Call or E-mail us

If you have 4 or more colleagues interested in this course it may be more cost effective to run the training In-house at your organisation. To discuss this further please please call us on +44 (0) 0207 549 2549 or contact us via email

Want more information? Please call us on...

020 7549 2549

If you require any help or would like to discuss how Bond Solon can assist you in your training needs, please call us on: +44 (0) 20 7549 2549