Education services and training
Effective Investigation and Management of Complaints HR012
Course area
HR
Course code
HR012
User types
All
Course description
Introduction
From identifying what constitutes a complaint and effective de-escalation through to the management of formal complaints where informal resolution is not possible, the session will provide practical examples and interactive training tasks to guide delegates through legislation, procedure and best practice to provide the skills and knowledge to effectively investigate and manage complaints.
Attendees
This training is suitable for:
- School and Trust leaders who have responsibility for the investigation and management of complaints
Learning Outcomes
- What constitutes a 'complaint?'
- Statutory obligations and best practice
- How to avoid complaints and de-escalation strategies
- Protocols for investigating and managing complaints at informal level
- Protocols for investigating and managing complaints at formal level
- Presenting at a panel/appeal meeting
- Communication and management of expectations
- Record keeping
- How to manage serial complainants
Length of course
2 Hours
Session costs
| Enhanced | Core | Non-SLA | |
|---|---|---|---|
| In-school | 2 credits | £250 | £300 |
| Online | N/A | N/A | N/A |
