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Seb Anthony

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Complaints handling training


I'm designing a one day workshop for managers in a local council on handling and investigating complaints. I thought about including a short (say 30 mins) session on how managers should best support staff who may be under investigation themselves or whose department is the subject of the complaint. Any ideas would be very welcome - it seemed a good idea at the time and now I'm wondering precisely what I should include that will be helpful!


Jenny James
Jennifer James

2 Responses

  1. Try Fish
    Fish Tales – the book may give you some ideas for supporting others…the video which supports the book is called ‘Fish’ and might help to entertain too. Its more about making work fun and getting on with colleagues and customers but could give your delegates a feel for what they can do to avoid the harshness of internal investigations. The book is incredibly easy and quick to read and could provide a lovely gift for each manager at the end of your day session to remind tham of what they can do. good luck.

  2. Case Studies
    I have always found a good way is to role play bad examples and ask delegates to tell you how they would do things differently to improve the situation. Alternatively have a group act out a situation and allow the delegates to stop, pause, rewind and replay the situation when they feel that something should be done differently


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