Complaint handling & negotiation skills training

We offer a number of workshops to help participants increase their understanding of the complaint handling process and develop skills and strategies to effectively deal with complaints and resolve issues.

Complaint handling and training workshops specifically tailored for community and disability services are also available:

We currently offer the following workshops:

Complaint handling for frontline staff

This workshop provides participants with the necessary skills and strategies to respond to clients and customers confidently, effectively and efficiently. Participants are provided with a model for dealing with complaints, examining different types of complainant behaviour and overcoming personal and organisational barriers to making and resolving complaints.

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Implementing a quality complaint management system

This workshop provides an overview of the essential elements for an effective complaint handling system.

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Implementing a quality complaint management system - disability sector

This workshop focuses on the essential elements of a quality complaints management system tailored for the disability sector. It is based on legislative and industry requirements, quality assurance frameworks and person-centred approaches to service delivery.

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Managing unreasonable complainant conduct

Unreasonable conduct by complainants can take up an inordinate amount of an agency’s time and resources. Based on strategies developed as part of a joint project by the nine Australasian Parliamentary Ombudsman offices, this one-day workshop provides staff with specific strategies and skills to effectively and confidently manage with unreasonable complainant conduct (UCC).

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Revised Australian/New Zealand Standard: Guidelines for complaint management in organisations (AS/NZS ISO 10002:2014)

This NEW half-day workshop covers the key changes in the revised Australian/New Zealand Standard: Guidelines for complaint management in organizations (AS/NZS 10002:2014).

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The art of negotiation

This workshop provides a thorough grounding in interest-based negotiation with ample opportunities to practice. Participants are provided with a practical framework for planning and successfully carrying out negotiations.

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